Senior CX/Service Designer — Journey Maps & Workshops

Brainlake; Sharjah; On-site; AED 180,000 - 360,000; Full time

Job summary

Brainlake is seeking an experienced Service Designer to shape end-to-end customer and service experiences across digital and physical channels. You will analyze current services, identify opportunities, and design future-state journeys and service models, collaborating with clients and cross-functional teams to deliver impactful outcomes.

You will lead workshops, map as-is and to-be experiences, and develop service blueprints that connect frontstage interactions with backstage processes; strong

Qualifications

• 8+ years of hands-on experience in Service Design, Customer Experience, or a closely related discipline.
• Proven ability to map complex end-to-end customer journeys across digital and physical touchpoints.
• Strong workshop facilitation experience and ability to lead client and stakeholder sessions.
• Experience translating complex services into clear visual outputs (maps, blueprints, process flows).
• Strong cross-functional collaboration skills with UX researchers, product teams, and engineers.

Responsibilities

• Conduct research and stakeholder interviews to understand customer needs, objectives, and operational challenges.
• Map end-to-end journeys across digital and physical channels; identify friction and opportunities for improvement.
• Create journey maps, empathy maps, experience maps, and service blueprints to visualize findings.
• Plan, structure, and facilitate client workshops including discovery, mapping, and ideation sessions.
• Lead workshops, manage stakeholder perspectives, convert outputs into insights and recommended actions.
• Collaborate with designers, researchers, business analysts, and product teams to translate concepts into deliverables.
• Validate journeys and concepts with users and stakeholders; present findings to senior leadership.

Skills

Service Design

Customer Experience

Workshop Facilitation

Journey Mapping

Stakeholder Interviews

Tools

Figma

FigJam

Miro

Lucidchart

Job description

Brainlake is seeking an experienced Service Designer to shape end-to-end customer and service experiences across digital and physical channels. You will analyze current services, identify opportunities, and design future-state journeys and service models, collaborating with clients and cross-functional teams to deliver impactful outcomes.

You will lead workshops, map as-is and to-be experiences, and develop service blueprints that connect frontstage interactions with backstage processes; strong