Senior CX & Service Designer – End-to-End Journeys

BrainLake Advertising LLC

Riyadh

On-site

SAR 240,000 - 360,000

Full time

3 days ago

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Job summary

BrainLake Advertising LLC seeks an experienced Service Designer / CX Designer to shape end-to-end customer and service experiences. You’ll analyze current services, map journeys, and design future-state experiences across digital and physical channels.

You will collaborate with clients, users, and cross-functional teams, conducting workshops, interviews, and research to uncover pain points and opportunities. This senior, hands-on role requires turning complex challenges into actionable solutions.

Qualifications

8+ years of hands-on experience in Service Design, CX, or related discipline.
Proven experience mapping complex end-to-end journeys across digital and physical touchpoints.
Strong experience creating journey maps, service blueprints, experience maps, and process flows.
Experience mapping both current-state and future-state services and processes.
Strong workshop facilitation experience, with ability to lead sessions with clients and senior stakeholders.
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.
Experience conducting or working with customer and stakeholder research.
Ability to uncover customer needs, pain points, and opportunities for service improvement.
Strong analytical and problem-solving skills with complex services.
Ability to simplify complex systems into clear visual outputs.
Proficiency with tools like Figma, FigJam, Miro, Lucidchart, or similar.
Up-to-date knowledge of AI-powered tools across research and service design.
Willingness to adopt new tools to improve design speed and quality.
Strong presentation, storytelling, and stakeholder communication skills.
Ability to work across multidisciplinary teams and own work independently.

Responsibilities

Conduct research and stakeholder interviews to understand customer needs, objectives, and challenges.
Analyse existing services and processes to identify friction and opportunities for improvement.
Map end-to-end customer journeys across digital and physical channels.
Create journey maps, empathy maps, experience maps, and service blueprints.
Plan, structure, and facilitate client workshops including discovery and journey mapping sessions.
Lead workshop discussions and translate outputs into insights and next steps.
Translate complex workflows into clear visual process maps and service models.
Collaborate with UX designers, researchers, analysts, and product teams to translate concepts into experiences.
Validate proposed journeys with users and stakeholders where required.
Document and present research, journeys, and recommendations clearly to senior stakeholders.