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

robusta; Abu Dhabi; On-site; AED 134,000 - 201,000; Full time

Job summary

robusta is seeking an experienced Service Designer - Team Lead to shape and transform customer experiences across physical, digital, and assisted-service channels in Abu Dhabi. You will own service design standards, lead the redesign of key services, and run co-design workshops with cross-functional teams.

You will build and lead a small Service Design team, collaborating with Operations, IT, Human Capital, Quality & Training, and Customer Service to ensure consistent delivery and frontline

Qualifications

• 7+ years of experience in Service Design, CX, Experience Design, or a closely related field.
• Experience leading service design or CX transformation initiatives across multiple customer touchpoints.
• Strong stakeholder management and facilitation skills.
• Experience building and leading a service design team.

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 charging, car wash, and VIP/value-added services.
• Plan and facilitate structured ideation and co-design workshops with service lines and stakeholders.
• Establish a persona-anchored journey design methodology and ensure alignment with customer segments.
• Identify pain points and opportunities across end-to-end journeys; prioritize initiatives and translate into implementation plans.
• Build, lead, coach, and develop a Service Design team; collaborate with Operations, IT, and Training.
• Translate service design concepts into frontline processes, scripts, and training materials.

Job description

We are looking for an experienced Service Designer - Team Lead to lead the design and transformation of customer experiences across physical, digital, and assisted-service channels. The successful candidate will own service experience design standards, lead the redesign of key customer-facing services, facilitate structured co-design workshops, and establish a persona-led journey design approach. The role will also involve building and leading a small Service Design team and working closely with Operations, IT, Human Capital, Quality & Training, and Customer Service functions.

Key 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 VIP/Value-added customer services Plan and facilitate structured ideation and co-design workshops with individual service lines and key stakeholders. Establish a persona-anchored journey design methodology , ensuring design priorities are aligned with key customer segments. Identify customer pain points, opportunities, and service improvements across end-to-end customer journeys. Prioritize service design initiatives and recommend where design investment will deliver the greatest customer and business impact. Build, lead, coach, and develop a Service Design team, including a Service Design Specialist and Analyst . Represent Service Design in cross-functional delivery and governance reviews with Operations, IT, Human Capital , and other relevant stakeholders. Partner with Quality & Training and Call & Service Center teams to ensure service design standards are effectively translated into frontline processes, scripts, and training materials. Ensure consistency between the intended customer experience and the experience delivered across frontline and digital touchpoints. Develop service blueprints, customer journey maps, personas, experience principles, and other service design deliverables as required. Drive stakeholder alignment and ensure service design recommendations are translated into actionable implementation plans. 7+ years of experience in Service Design, Customer Experience (CX), Experience Design, or a closely related field . Proven experience leading service design or CX transformation initiatives across multiple customer touchpoints. Strong experience designing end-to-end customer journeys across physical, digital, and assisted-service channels. Demonstrated experience facilitating ideation, co-design, and stakeholder workshops . Strong understanding of service design methodologies , including journey mapping, personas, service blueprints, customer research, and experience principles. Previous experience in a team lead / managerial capacity , including coaching or managing service design professionals. Strong stakeholder management skills with the ability to work effectively across business, operations, technology, and customer-facing functions. Experience translating service design concepts into frontline processes, scripts, training, and operational standards . Strong communication, presentation, facilitation, and problem-solving skills. Ability to work onsite in Abu Dhabi for the full 3-month contract. Experience working in large, complex, customer-facing organizations is highly preferred.

Contract Details

Contract: 3 Months Location: Abu Dhabi, UAE Work Arrangement: Onsite Availability: Candidates must be available to work onsite in Abu Dhabi for the duration of the contract.