About the role
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.
Requirements
- 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.
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