Lead Service Designer - CX Transformation (Abu Dhabi, 3 Months)

robusta; Abu Dhabi; On-site; AED 134,000 - 201,000; Full time

Job summary

robusta is seeking an experienced Service Designer - Team Lead to shape and transform customer experiences across physical, digital, and assisted-service channels in Abu Dhabi. You will own service design standards, lead the redesign of key services, and run co-design workshops with cross-functional teams.

You will build and lead a small Service Design team, collaborating with Operations, IT, Human Capital, Quality & Training, and Customer Service to ensure consistent delivery and frontline

Qualifications

• 7+ years of experience in Service Design, CX, Experience Design, or a closely related field.
• Experience leading service design or CX transformation initiatives across multiple customer touchpoints.
• Strong stakeholder management and facilitation skills.
• Experience building and leading a service design team.

Responsibilities

• Own and establish service experience design standards across physical, digital, and assisted-service channels.
• Lead the redesign of key energy and mobility services, including fuel charging, car wash, and VIP/value-added services.
• Plan and facilitate structured ideation and co-design workshops with service lines and stakeholders.
• Establish a persona-anchored journey design methodology and ensure alignment with customer segments.
• Identify pain points and opportunities across end-to-end journeys; prioritize initiatives and translate into implementation plans.
• Build, lead, coach, and develop a Service Design team; collaborate with Operations, IT, and Training.
• Translate service design concepts into frontline processes, scripts, and training materials.

Job description

robusta is seeking an experienced Service Designer - Team Lead to shape and transform customer experiences across physical, digital, and assisted-service channels in Abu Dhabi. You will own service design standards, lead the redesign of key services, and run co-design workshops with cross-functional teams.

You will build and lead a small Service Design team, collaborating with Operations, IT, Human Capital, Quality & Training, and Customer Service to ensure consistent delivery and frontline