CX Service Designer

Were looking for an experienced Service Designer / CX Designer to join our team and help shape better end-to-end customer and service experiences.

In this role youll analyze how services work today across people processes systems and touchpoints identify opportunities for improvement and design how they should work in the future.

Youll work closely with clients users and cross-functional teams to understand customer needs business objectives operational realities and pain points. Youll map current experiences facilitate workshops uncover opportunities and design future-state journeys and service models across both digital and physical channels.

This is a relatively senior hands-on role for someone who can move confidently between customer experience service design research workshop facilitation and business process thinking turning complex challenges into clear and actionable solutions.

Conduct research and stakeholder interviews to understand customer needs behaviours business objectives and operational challenges

Analyze existing services and business processes to identify friction inefficiencies gaps and opportunities for improvement

Map end-to-end customer journeys across digital and physical channels

Identify customer needs pain points moments that matter and opportunities to improve the overall experience

Create customer journey maps empathy maps experience maps and service blueprints to visualize and communicate findings

Map current-state (as-is) experiences services and processes to understand how they operate today

Design future-state (to-be) journeys and service experiences that address customer and business needs

Develop service blueprints connecting frontstage customer interactions with backstage processes people systems and dependencies

Plan structure and facilitate client and stakeholder workshops including discovery journey mapping co-creation ideation prioritization and future-state design sessions

Lead workshop discussions manage different stakeholder perspectives and turn workshop outputs into clear insights decisions and next steps

Translate complex business and operational workflows into clear visual process maps and service models

Collaborate with UX designers researchers business analysts product teams and other specialists to translate service concepts into deliverable experiences

Validate proposed journeys and service concepts with users and stakeholders where required

Define clear recommendations and opportunities that can guide subsequent product UX operational or technology decisions

Document and present research journeys processes service concepts and recommendations clearly to senior stakeholders and clients

At least 8 years of hands-on experience in Service Design Customer Experience or a closely related discipline

Proven experience mapping complex end-to-end customer journeys across digital and physical touchpoints

Strong experience creating journey maps service blueprints experience maps and process flows

Experience mapping both current-state (as-is) and future-state (to-be) services and processes

Strong workshop facilitation experience with the confidence to independently plan and lead sessions with clients senior stakeholders and cross-functional teams

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 directly with customer and stakeholder research

Ability to uncover customer needs pain points behavioural insights and opportunities for service improvement

Strong analytical and problem-solving skills with the ability to make sense of complex services and business environments

Ability to simplify complex systems processes and experiences into clear and actionable visual outputs

Strong proficiency with modern service design research mapping prototyping and collaboration tools such as Figma FigJam Miro Lucidchart or similar

Up-to-date knowledge of the latest digital and AI-powered tools used across research synthesis journey mapping service design visualization and prototyping

Ability to use AI tools to accelerate research synthesis analysis ideation documentation and service design activities while maintaining strong human judgment and quality

Curiosity and willingness to continuously explore and adopt new tools and methods that improve the speed and quality of the design process

Strong presentation storytelling and stakeholder communication skills

Ability to work collaboratively across multidisciplinary teams while also owning work independently

Strong organizational skills and the ability to manage multiple priorities and changing project requirements

Arabic speaking is a plus

Willingness to work on-site with clients.

Flexibility to work across different projects industries and client environments

YALLA!

Send us your CV and portfolio:

Required Experience:

IC