Senior CX & Service Designer - End-to-End Journeys

Brainlake; Dubai; On-site; AED 180,000 - 280,000; Full time

Job summary

Brainlake is seeking an experienced Service Designer / CX Designer to shape end-to-end customer and service experiences across digital and physical channels.

You will analyze current services, map journeys, facilitate workshops, and design future-state experiences that align customer needs with business goals. This senior, hands-on role requires turning complex challenges into clear, actionable solutions.

Qualifications

• 8+ years hands-on experience in Service Design, CX Design, or related discipline.
• Proven experience mapping complex end-to-end customer journeys across digital and physical touchpoints.
• Strong experience creating journey maps, service blueprints, experience maps, and process flows.
• Experience mapping both current-state and future-state services and processes.
• Workshop facilitation experience with clients, senior stakeholders, and cross-functional teams.
• Experience facilitating discovery, journey mapping, co-creation, ideation, prioritization, and future-state workshops.
• Strong understanding of how customer experience connects with people, processes, operations, systems, and technology.
• Experience conducting or working with customer and stakeholder research.
• Ability to uncover customer needs, pain points, and opportunities for service improvement.
• Strong analytical and problem-solving skills; can simplify complex systems into visual outputs.
• Familiar with modern service design tools for research, mapping, prototyping, and collaboration.
• Knowledge of AI-powered tools used in research, synthesis, and service design.

Responsibilities

• Conduct research and stakeholder interviews to understand customer needs, behaviours, objectives, and operational challenges.
• Analyze existing services and processes to identify friction, inefficiencies, gaps, and opportunities for improvement.
• Map end-to-end customer journeys across digital and physical channels.
• Identify customer needs, pain points, moments that matter, and opportunities to improve the experience.
• Create journey maps, empathy maps, experience maps, and service blueprints to visualize findings.
• Map current-state experiences, services, and processes to understand how they operate today.
• Design future-state journeys and service experiences addressing customer and business needs.
• Develop service blueprints connecting frontstage interactions with backstage processes, people, systems, dependencies.
• Plan and facilitate client workshops including discovery, journey mapping, co-creation, ideation, prioritization, and future-state sessions.
• Lead workshop discussions and translate outputs into insights, decisions, and next steps.
• Translate complex workflows into clear visual process maps and service models.
• Collaborate with UX designers, researchers, business analysts, product teams to translate concepts into deliverables.
• Validate proposed journeys with users and stakeholders when required.
• Define clear recommendations that guide product, UX, or technology decisions.
• Document and present research, journeys, processes, and recommendations to senior stakeholders and clients.

Skills

Service design

CX design

Workshop facilitation

Research

Stakeholder management

Figma

FigJam

Miro

Lucidchart

AI-assisted research

Tools

Figma

FigJam

Miro

Lucidchart

Job description

Brainlake is seeking an experienced Service Designer / CX Designer to shape end-to-end customer and service experiences across digital and physical channels.

You will analyze current services, map journeys, facilitate workshops, and design future-state experiences that align customer needs with business goals. This senior, hands-on role requires turning complex challenges into clear, actionable solutions.