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

Brainlake

Abu Dhabi

On-site

AED 180,000 - 300,000

Full time

4 days ago

Be an early applicant

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Job summary

Brainlake in the United Arab Emirates seeks an experienced Service Designer / CX Designer to shape end-to-end customer and service experiences across digital and physical touchpoints. You will analyze how services work today, map journeys, facilitate workshops with clients and users, identify friction and opportunities, and design future-state journeys and service blueprints.

This senior, hands-on role requires translating complex operations into clear, actionable designs and collaborating with

Qualifications

8+ years of hands-on experience in Service Design or CX.
Experience mapping end-to-end journeys across digital and physical touchpoints.
Strong workshop facilitation with clients and senior stakeholders.
Ability to translate insights into service blueprints and future-state designs.
Proficiency with modern design tools (Figma, Miro, Lucidchart).

Responsibilities

Conduct research and stakeholder interviews to understand customer needs, behaviours, business objectives, and operational challenges.
Analyze existing services and business 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 overall experience.
Create customer journey maps, empathy maps, experience maps, and service blueprints to visualize and communicate findings.
Map current-state (as-is) experiences, services, and processes to understand how they operate today.
Design future-state (to-be) journeys and service experiences that address customer and business needs.
Develop service blueprints connecting frontstage customer interactions with backstage processes, people, systems, and dependencies.
Plan, structure, and facilitate client and stakeholder workshops, including discovery, journey mapping, co-creation, ideation, prioritization, and future-state design sessions.
Lead workshop discussions, manage different stakeholder perspectives, and turn workshop outputs into clear insights, decisions, and next steps.
Translate complex business and operational workflows into clear visual process maps and service models.
Collaborate with UX designers, researchers, business analysts, product teams, and other specialists to translate service concepts into deliverable experiences.
Validate proposed journeys and service concepts with users and stakeholders where required.
Define clear recommendations and opportunities that can guide subsequent product, UX, operational, or technology decisions.
Document and present research, journeys, processes, service concepts, and recommendations clearly to senior stakeholders and clients.