Service Designer Team Lead 3 Months onsite in Abu Dhabi - Octopus by RTG

Robusta Technology Group (Octopus by RTG); Abu Dhabi; On-site; AED 260,000 - 380,000; Full time

Job summary

Robusta Technology Group (Octopus by RTG) is seeking a senior Service Design leader to establish standards across physical, digital, and assisted-service channels. You will drive end-to-end journey improvements for energy and mobility services, including fuel and EV charging, while coaching a dedicated Service Design team.

You will plan ideation sessions with stakeholders, build persona-driven journey methods, and translate insights into frontline processes with training.

Qualifications

• 7+ years of experience in Service Design, CX, or Experience Design.
• Proven experience leading service design or CX transformation initiatives.
• Strong ability to design end-to-end journeys across multiple channels.
• Demonstrated experience facilitating ideation and stakeholder workshops.
• Strong understanding of journey mapping and service blueprints.
• Previous experience in a team lead or managerial capacity.
• Strong stakeholder management skills.
• Experience translating service design concepts into frontline processes and training; onsite work.

Responsibilities

• Own and establish service experience design standards across physical, digital, and assisted-service channels.
• Lead the redesign of energy and mobility services including fuel, EV charging, LPG, car wash, and VIP services.
• Plan and facilitate structured ideation and co-design workshops with stakeholders.
• Establish a persona-anchored journey design methodology.
• Identify customer pain points and service improvements across end-to-end journeys.
• Build, lead, coach, and develop a Service Design team.
• Represent Service Design in cross-functional delivery and governance reviews.
• Partner with Quality & Training and Call & Service Center teams to ensure standards translate into frontline processes.
• Develop service blueprints, customer journey maps, personas, and experience principles.

Skills

Service design

CX

Stakeholder workshops

Journey mapping

Service blueprints

Team leadership

Frontline processes

Job description

Responsibilities

• Own and establish service experience design standards across physical, digital, and assisted-service channels
• Lead the redesign of key energy and mobility services including fuel, EV charging, LPG, car wash, and VIP services
• Plan and facilitate structured ideation and co-design workshops with stakeholders
• Establish a persona-anchored journey design methodology
• Identify customer pain points and service improvements across end-to-end journeys
• Build, lead, coach, and develop a Service Design team
• Represent Service Design in cross-functional delivery and governance reviews
• Partner with Quality & Training and Call & Service Center teams to ensure standards are translated into frontline processes
• Develop service blueprints, customer journey maps, personas, and experience principles

Requirements

• 7+ years of experience in Service Design, Customer Experience (CX), or Experience Design
• Proven experience leading service design or CX transformation initiatives
• Strong experience designing end-to-end customer journeys across multiple channels
• Demonstrated experience facilitating ideation and stakeholder workshops
• Strong understanding of service design methodologies including journey mapping and service blueprints
• Previous experience in a team lead or managerial capacity
• Strong stakeholder management skills
• Experience translating service design concepts into frontline processes and training
• Ability to work onsite – your …