About the role
About the Role
We are looking for an experienced Experience Design Team Leader to define and own the end-to-end customer experience architecture across the company's service ecosystem, shaping the future-state ecosystem experience architecture and blueprint.
Roles and Responsibilities
- Define the future-state ecosystem experience architecture and blueprint. - Define and own the end-to-end customer experience architecture across the company's service ecosystem. - Design connected service ecosystems rather than standalone touchpoints. - Apply expertise in service blueprints, design systems, journey architecture, prioritization frameworks, and implementation planning. - Lead workshops, align cross-functional stakeholders, coach a design team, and translate customer insights into scalable operating models and experience standards.
Requirements
- 8–12 years of experience in Service Design, Experience Design, Customer Experience, Retail, Hospitality, Aviation, or other multi-site consumer environments. - Strong expertise in service blueprints, design systems, journey architecture, prioritization frameworks, and implementation planning. - Exceptional facilitation skills, with the ability to lead workshops, align cross-functional stakeholders, coach a design team, and translate customer insights into scalable operating models and experience standards. - Preferred backgrounds include Service Design Lead, Experience Design Manager, CX Architecture Lead, or Innovation & Experience Transformation Lead roles within large consumer-facing organizations.
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