Senior Specialist - CX/UX Design

Parkin; Dubai; On-site; AED 240,000 - 360,000; Full time

Job summary

Parkin seeks a User Research & Insights professional to drive UX/CX across Parkin’s digital services in a highly collaborative environment.

You will conduct interviews, build personas and journey maps, analyze data, and develop wireframes and prototypes that are accessible and on-brand. The role emphasizes usability testing, CRM feedback integration, and continuous iteration across app, web, and kiosk touchpoints.

Responsibilities

• Conduct user interviews, surveys, and observational studies.
• Create personas, empathy maps, and journey maps using real-world feedback.
• Analyse behavioural data, heatmaps, and funnels to understand user pain points in UI/UX Design.
• Develop wireframes, prototypes, and high-fidelity visual mock-ups.
• Design consistent and inclusive interfaces that are accessible and on-brand.
• Plan and conduct usability testing with users.
• Synthesise findings to identify usability issues and CX bottlenecks.
• Implement design iterations based on test outcomes and CRM feedback.
• Translate customer feedback and CRM case data into actionable design improvements.
• Liaise with the Customer Service and CRM teams to identify recurring issues, feature requests, and areas of friction.
• Own the customer journey end-to-end and advocate for experience consistency across all digital touchpoints.
• Act as a CX voice within Digital Services, ensuring customer insights inform roadmaps and design updates.
• Collaborate with product managers, developers, marketers, and customer support teams.
• Ensure that user journeys are consistent and coherent, regardless of the channel (app, web, chatbot or kiosk).
• Contribute to and maintain a unified design system aligned with Parkin’s brand identity.
• Leverage A/B testing, session replays, and analytics to optimize UX/CX.
• Ensure digital services meet accessibility standards (WCAG 2.1).
• Champion inclusive design principles and test for usability across demographics and ability groups.

Job description

User Research & Insights

• Conduct user interviews, surveys, and observational studies.
• Create personas, empathy maps, and journey maps using real-world feedback.
• Analyse behavioural data, heatmaps, and funnels to understand user pain points in UI/UX Design
• Develop wireframes, prototypes, and high-fidelity visual mock-ups.
• Design consistent and inclusive interfaces that are accessible and on-brand.
• Work closely with developers to ensure pixel-perfect implementation of designs Usability Testing & Continuous Iteration
• Plan and conduct usability testing with users.
• Synthesise findings to identify usability issues and CX bottlenecks
• Implement design iterations based on test outcomes and CRM feedback.

Customer Experience & CRM Feedback Integration

• Translate customer feedback and CRM case data into actionable design improvements.
• Liaise with the Customer Service and CRM teams to identify recurring issues, feature requests, and areas of friction.
• Own the customer journey end-to-end and advocate for experience consistency across all digital touchpoints.
• Act as a CX voice within Digital Services, ensuring customer insights inform roadmaps and design updates.

Cross-Functional Collaboration

• Collaborate with product managers, developers, marketers, and customer support teams.
• Ensure that user journeys are consistent and coherent, regardless of the channel (app, web, chatbot or kiosk).
• Contribute to and maintain a unified design system aligned with Parkin’s brand identity.

Data-Driven Optimization & Accessibility

• Leverage A/B testing, session replays, and analytics to optimize UX/CX.
• Ensure digital services meet accessibility standards (WCAG 2.1).
• Champion inclusive design principles and test for usability across demographics and ability groups