Senior Service Designer: End-to-End CX & Workshop Leader

BrainLake Advertising LLC; Abu Dhabi; On-site; AED 300,000 - 480,000; Full time

Job summary

BrainLake Advertising LLC is seeking an experienced Service Designer / CX Designer to shape end-to-end customer experiences across digital and physical touchpoints. You will analyze current services, map journeys, and design future-state service models that align customer needs with business goals.

This senior, hands-on role requires moving between research, facilitation, and business process thinking to deliver clear, actionable solutions for clients and cross‑functional teams.

Qualifications

• 8+ years of hands‑on experience in Service Design or Customer Experience.
• 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 (as‑is) and future-state (to‑be) services and processes.
• Strong workshop facilitation experience, with the confidence to independently plan and lead sessions 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.

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.

Skills

Service design

Customer experience

Workshop facilitation

Journey mapping

Stakeholder communication

Research

AI tooling usage

Tools

Figma

FigJam

Miro

Lucidchart

Job description

BrainLake Advertising LLC is seeking an experienced Service Designer / CX Designer to shape end-to-end customer experiences across digital and physical touchpoints. You will analyze current services, map journeys, and design future-state service models that align customer needs with business goals.

This senior, hands-on role requires moving between research, facilitation, and business process thinking to deliver clear, actionable solutions for clients and cross‑functional teams.