User Experience Lead

TS; Saudi Arabia; On-site; SAR 350,000 - 550,000; Full time

Job summary

Tools & Solutions in the GCC region is seeking a User Experience Lead to drive end-to-end customer journeys across digital and physical touchpoints. The role requires leading UX strategies, conducting user research, and collaborating with Product, Technology, Marketing, and Operations to deliver seamless experiences.

The candidate should have 7–10+ years in UX/CX or Service Design, strong stakeholder management, and be fluent in English with Arabic preferred.

Qualifications

• Bachelor-level degree in a related field (HCI/UX/Service Design/Interaction Design/Product Design/CS).
• 7–10+ years of experience in UX/CX/Service Design.
• Proven experience designing end-to-end customer journeys and service experiences.
• Strong understanding of Human-Centered Design and Service Design methodologies.
• Experience conducting qualitative and quantitative user research.
• Strong stakeholder management and facilitation skills.
• Excellent analytical, communication, and presentation skills.
• Experience leading cross-functional teams and mentoring UX designers.

Responsibilities

• Lead design and optimization of end-to-end customer journeys across digital and physical touchpoints.
• Develop customer experience strategies aligned with business objectives and goals.
• Create service blueprints, journey maps, personas and experience frameworks.
• Conduct user research, stakeholder interviews, workshops, and usability testing.
• Translate insights into actionable service concepts and improvements.
• Collaborate with Product, Business, Technology, Marketing, Operations and Design teams to deliver seamless UX.
• Define and maintain UX standards, design principles and best practices.
• Lead experience design workshops and design thinking sessions.
• Monitor UX metrics and feedback to drive continuous improvement.
• Present strategies and recommendations to senior leadership.

Skills

UX leadership

User research

Stakeholder management

Communication

Design thinking

Education

Bachelor's degree in HCI/UX/Service Design/Interaction Design/Product Design/CS

Master's degree is a plus

Job description

Tools & Solutions is a rapidly growing B2B service provider in the GCC, offering end-to-end corporate business and digital solutions. We provide:

Corporate Solutions

Business incorporation and regional headquarters relocation to Saudi Arabia.

Manage real estate and office space solutions.

End-to-end business process outsourcing.

Taxation and VAT solutions as well as financial services.

HR Solutions

HR assessment and HR consultancy services.

The Training & Learning Academy and human capital capacity building solutions.

Expert and management staffing and contracting as well as end-to-end people solutions.

Digital Solutions

SAP implementation, operations, and licensing.

Big Data governance, consulting, management, and operations, Industrial IOT (IIOT), Digital Twins, and generative artificial intelligence.

Software development, operations, and licensing.

Clients include many Saudi government entities, as well as top Saudi and foreign corporations.

Currently, we are on the lookout for a User Experience Lead as an outsourcing opportunity who can perform at the top of their game to join us and contribute to our success.

Key Responsibilities

• Lead the design and optimization of end-to-end customer journeys across digital and physical touchpoints.
• Develop customer experience strategies aligned with business objectives and organizational goals.
• Create service blueprints, customer journey maps, personas, and experience frameworks.
• Conduct user research, stakeholder interviews, workshops, and usability testing to identify customer needs and pain points.
• Translate customer insights into actionable service concepts and experience improvements.
• Collaborate with Product, Business, Technology, Marketing, Operations, and Design teams to deliver seamless user experiences.
• Define and maintain UX standards, design principles, and best practices across projects.
• Lead experience design workshops and facilitate design thinking sessions.
• Monitor and analyze customer feedback, behavioral data, and UX metrics to drive continuous improvement.
• Present UX strategies and recommendations to senior leadership and stakeholders.
• Ensure consistency across all customer touchpoints while balancing user needs and business objectives.
• Stay up to date with emerging UX, CX, and service design trends and methodologies.

Required Qualifications

• Bachelor's degree in Human-Computer Interaction (HCI), UX Design, Service Design, Interaction Design, Product Design, Computer Science, or a related field.
• 7–10+ years of experience in User Experience (UX), Customer Experience (CX), or Service Design.
• Proven experience designing end-to-end customer journeys and service experiences.
• Strong understanding of Human-Centered Design (HCD), Design Thinking, and Service Design methodologies.
• Experience conducting qualitative and quantitative user research.
• Strong stakeholder management and facilitation skills.
• Excellent analytical, communication, and presentation skills.
• Experience leading cross-functional teams and mentoring UX designers.

Preferred Qualifications

• Master's degree in a related field is a plus.
• Experience working on large-scale digital transformation initiatives.
• UX, CX, or Service Design certifications are preferred.
• Experience in enterprise, government, or consulting environments is an advantage.

Preferred Language

• Fluent English is required.
• Arabic is preferred.