Senior Experience & Service Design Leader

Miral Destinations; Abu Dhabi; On-site; AED 320,000 - 520,000; Full time

Job summary

Miral Destinations seeks a Senior Manager – Experience and Service Design to lead end-to-end guest experience design across assets, bridging strategy, innovation and service design to deliver memorable journeys.

You will drive collaboration with Insights, Strategy, Operations and Digital to translate insights into scalable service blueprints, ensuring feasibility and governance across initiatives.

Qualifications

• Bachelor's or master's degree in service design or related field.
• Proficiency in design thinking, journey mapping, and blueprinting.
• Ability to articulate frontstage/backstage interactions and translate them into actionable service specifications.
• Experience with large-scale, multi-asset journey mapping and service design.

Responsibilities

• Translate customer insights into holistic journey maps across touchpoints.
• Identify pain points and opportunities to enhance guest satisfaction and efficiency.
• Define experience intent for journey stages and create target-state concepts.
• Facilitate co-creation workshops and ideation sessions to generate concepts.
• Lead development of service blueprints connecting frontstage actions with backstage processes.
• Define operational and system requirements to deliver designed experiences.
• Visualize and document service layers across touchpoints for seamless execution.
• Collaborate with process owners to identify dependencies and cross-functional interactions.
• Bridge gap between conceptual design and BA-level process mapping with the 'experience enablement' layer.
• Create reusable frameworks and standards for blueprinting and delivery across assets.
• Map service ecosystems to show contributions from departments, systems and partners.
• Ensure new assets follow an Experience First, Future Ready design approach.
• Establish governance protocols to integrate design sign-offs in projects.
• Work with Insights, Strategy, Operations, Digital and Assets to keep blueprints guest-led and feasible.
• Engage external partners including IPs and destination assets.
• Partner with Business Analysts for detailed process mapping with traceability.
• Coach teams in design thinking, journey mapping and blueprinting.
• Foster a culture of collaboration, creativity and evidence-based decisions.
• Define metrics for journey and service design success (NPS, CES, throughput, error reduction).
• Incorporate guest feedback and performance data to iterate designs.

Skills

Design thinking

Journey mapping

Service blueprinting

Stakeholder engagement

Cross-functional collaboration

Executive storytelling

Experience design

Process mapping

Facilitation

Change management

Education

Bachelor’s or Master’s degree in Service Design/UX/Design Thinking

Tools

Cemantica

Job description

Miral Destinations seeks a Senior Manager – Experience and Service Design to lead end-to-end guest experience design across assets, bridging strategy, innovation and service design to deliver memorable journeys.

You will drive collaboration with Insights, Strategy, Operations and Digital to translate insights into scalable service blueprints, ensuring feasibility and governance across initiatives.