Service Design Lead: CX Transformation & Team Leadership

Robusta Studio; Abu Dhabi; On-site; AED 446,000 - 670,000; Full time

Job summary

Robusta Studio is seeking an experienced Service Designer - Team Lead to guide the design and transformation of customer experiences across physical, digital, and assisted-service channels in Abu Dhabi.

You will lead a team of Service Design Specialists and Analysts, drive end-to-end journeys, and collaborate with Operations, IT, and Training to translate concepts into frontline processes and training materials.

Qualifications

• 7+ years in service design or CX roles.
• Experience leading design transformations across multiple touchpoints.
• Proven ability to run ideation and co-design workshops.
• Strong knowledge of journey mapping, personas, blueprints, and experience principles.
• Experience in team leadership and coaching.

Responsibilities

• Own and establish service experience design standards across physical, digital, and assisted-service channels.
• Lead the redesign of energy and mobility services (Fuel, EV Charging, LPG, Car Wash, VIP services).
• Plan and facilitate structured ideation and co-design workshops with service lines and stakeholders.
• Establish persona-anchored journey design methodology aligned with customer segments.
• Identify pain points and opportunities across end-to-end journeys; prioritize initiatives and plan investments.
• Build, lead, and develop a Service Design team (Specialist and Analyst).
• Represent Service Design in cross-functional reviews with Operations, IT, and Human Capital.
• Collaborate with Quality & Training and Call & Service Center to translate design into frontline processes and training materials.
• Ensure consistency between intended and delivered customer experience across frontline and digital touchpoints.
• Develop service blueprints, journey maps, personas, and experience principles as required.
• Drive stakeholder alignment and translate recommendations into actionable implementation plans.

Skills

Service design leadership

CX transformation

Workshop facilitation

Stakeholder management

End-to-end journey design

Job description

Robusta Studio is seeking an experienced Service Designer - Team Lead to guide the design and transformation of customer experiences across physical, digital, and assisted-service channels in Abu Dhabi.

You will lead a team of Service Design Specialists and Analysts, drive end-to-end journeys, and collaborate with Operations, IT, and Training to translate concepts into frontline processes and training materials.