Senior CX & Service Design Lead

BrainLake Advertising LLC; Dubai; On-site; AED 300,000 - 520,000; Full time

Job summary

BrainLake Advertising LLC seeks an experienced Service Designer / CX Designer to shape end-to-end customer and service experiences. You will analyze services across people, processes, systems, and touchpoints, identify opportunities, and design future-state journeys for digital and physical channels.

You’ll collaborate with clients and cross-functional teams, map current experiences, run workshops, and translate insights into actionable service blueprints and journey maps.

Qualifications

• 8+ years hands-on experience in Service Design or CX
• Experience mapping complex end-to-end journeys across digital and physical touchpoints
• Strong workshop facilitation with clients and senior stakeholders
• Ability to translate complex services into clear visual outputs
• Excellent stakeholder communication and presentation skills
• Arabic speaking is a plus; on-site client work in Dubai

Responsibilities

• Conduct research and stakeholder interviews to understand customer needs and business objectives
• Map end-to-end journeys across digital and physical channels
• Create journey maps, empathy maps, experience maps, and service blueprints
• Plan, structure, and facilitate client workshops and sessions
• Translate complex workflows into clear visual process maps
• Collaborate with UX, research, and product teams to deliver actionable experiences
• Present findings clearly to senior stakeholders and clients

Skills

Service Design

CX Design

Workshop facilitation

Journey mapping

Service blueprints

Figma

Miro

AI tools

Stakeholder interviews

Cross-functional collaboration

Tools

Figma

FigJam

Miro

Lucidchart

Job description

BrainLake Advertising LLC seeks an experienced Service Designer / CX Designer to shape end-to-end customer and service experiences. You will analyze services across people, processes, systems, and touchpoints, identify opportunities, and design future-state journeys for digital and physical channels.

You’ll collaborate with clients and cross-functional teams, map current experiences, run workshops, and translate insights into actionable service blueprints and journey maps.