Senior Service & CX Design Lead

Brainlake Advertising LLC; Abu Dhabi; On-site; AED 180,000 - 240,000; Full time

Job summary

Brainlake Advertising LLC 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 services across people, processes, systems, and touchpoints to identify improvements and design future-state journeys and service models.

The role requires senior hands-on skills in research, workshop facilitation, and translating complex workflows into clear visual outputs, collaborating with clients and

Qualifications

• 8+ years in Service Design or CX Design or closely related field.
• Experience mapping complex end-to-end journeys across digital and physical touchpoints.
• Strong proficiency with modern service design tools and collaboration platforms.

Responsibilities

• Conduct research and stakeholder interviews to understand customer needs, behaviours, and operational challenges.
• Map end-to-end customer journeys and design future-state service experiences across digital and physical channels.
• Plan, structure, and facilitate client workshops and co-creation sessions; translate outputs into actionable insights.

Skills

Service design

CX design

Workshop facilitation

Stakeholder management

Tools

Figma

FigJam

Miro

Lucidchart

Job description

Brainlake Advertising LLC 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 services across people, processes, systems, and touchpoints to identify improvements and design future-state journeys and service models.

The role requires senior hands-on skills in research, workshop facilitation, and translating complex workflows into clear visual outputs, collaborating with clients and