Lead Service Designer - CX Transformation

Robusta Technology Group (RTG); Abu Dhabi; On-site; AED 40,000 - 60,000; Full time

Job summary

Robusta Technology Group (RTG) seeks an experienced Service Designer – Team Lead to drive service experience design across physical, digital, and assisted-service channels in Abu Dhabi. You will own design standards, lead key service redesigns, and build a small design team.

You will facilitate workshops with stakeholders, anchor journeys to personas, and ensure frontline processes reflect the intended experience. Onsite for the 3-month contract in Abu Dhabi.

Qualifications

• 7+ years of experience in Service Design, CX, Experience Design, or related field.
• Proven experience leading service design or CX transformation across multiple touchpoints.
• Strong experience designing end-to-end customer journeys across physical, digital, and assisted-service channels.
• Demonstrated experience facilitating ideation, co-design, and stakeholder workshops.
• Strong understanding of service design methodologies, including journey mapping, personas, service blueprints, and experience principles.
• Previous experience in a team lead/managerial capacity with coaching.
• Strong stakeholder management with cross-functional collaboration across business, operations, technology and customer-facing functions.
• Ability to work onsite in Abu Dhabi for the full 3-month contract.
• Experience in large, complex customer-facing organizations is highly preferred.

Responsibilities

• Own and establish service experience design standards across physical, digital, and assisted-service channels.
• Lead the redesign of key energy and mobility services (Fuel, EV Charging, LPG, Car Wash, VIP services).
• Plan and facilitate structured ideation and co-design workshops with service lines and stakeholders.
• Establish persona-anchored journey design methodology aligned with customer segments.
• Identify pain points and opportunities across end-to-end journeys and propose improvements.
• Prioritize service design initiatives and recommend where design adds greatest impact.
• Build and lead a Service Design team including specialists and analysts.
• Represent Service Design in cross-functional reviews with Operations, IT, and other functions.
• Translate service design standards into frontline processes, scripts, and training.
• Ensure alignment between intended and delivered customer experiences across touchpoints.
• Develop service blueprints, journey maps, personas, and experience principles as needed.
• Drive stakeholder alignment and translate recommendations into actionable plans.

Skills

Service design leadership

CX transformation

Stakeholder management

Workshop facilitation

Journey mapping

Personas

Team leadership

Job description

Robusta Technology Group (RTG) seeks an experienced Service Designer – Team Lead to drive service experience design across physical, digital, and assisted-service channels in Abu Dhabi. You will own design standards, lead key service redesigns, and build a small design team.

You will facilitate workshops with stakeholders, anchor journeys to personas, and ensure frontline processes reflect the intended experience. Onsite for the 3-month contract in Abu Dhabi.