Senior CX & Service Design Lead - Luxury Retail

Al Tayer Group

Dubai

On-site

AED 350,000 - 550,000

Full time

3 days ago

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Job summary

Al Tayer Insignia is seeking a Lead Experience Designer to translate experience strategy into tangible design across physical, digital, and phygital touchpoints. You will shape end-to-end CX and service design, build journey maps and service blueprints, prototype concepts, and collaborate with brand, digital, product, IT, and store teams to ground work in real customer needs.

This hands-on leader mentors designers, contributes to playbooks, and helps grow the Experience Design function across

Qualifications

4-7 years in CX/service design, ideally in luxury retail, hospitality, or premium omnichannel environments.
Strong fluency in journey mapping, service blueprinting, and prototyping tools.

Responsibilities

Build detailed customer journey maps and service blueprints per brand, segment, and touchpoint.
Design and prototype clienteling tools, front-liner/sales interfaces, and customer-facing experience concepts.
Collaborate with Customer Intelligence to run qualitative research and feed design decisions.
Deploy Design Thinking in day-to-day projects and onboard stakeholders to the approach.
Design signature moments balancing creative differentiation with commercial impact.
Collaborate with varied functions to ensure co-created designs are implemented as intended.
Maintain design documentation and playbooks for consistency across brands.
Support leadership in tracking and improving key journeys.