Requirements
Requires 7+ years of experience in service design, CX, or experience design, with proven experience leading transformation initiatives and designing end-to-end customer journeys across multiple channels. Must have demonstrated experience facilitating workshops, understanding service design methodologies, and previous team lead/managerial experience. Strong stakeholder management, communication, presentation, facilitation, and problem-solving skills are essential. Experience in large, complex, customer-facing organizations is highly preferred.
Description
Job description / Role
Job Type
Full Time
Job Location
Abu Dhabi, UAE
Nationality
Any Nationality
Salary
Not Specified
Gender
Not Specified
Arabic Fluency
Not Specified
Job Function
Customer Service
Company Industry
Oil & Gas / Energy
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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