وصف الوظيفة
Role Overview
Lead Experience (CX) Designer at Al Tayer Group, Dubai, UAE. This role serves as the craft lead of Al Tayer Insignia's Experience Design practice, reporting into the Head of Experience Design.
Company Overview
Al Tayer Insignia is a luxury retail partner with over 40 years of heritage, working with the world's most iconic brands. The company operates boutiques, department stores, and leading online platforms across the GCC, with a seamless omnichannel presence.
Role Purpose
Translate experience strategy into concrete, tested design work across physical, digital, and phygital touchpoints. Build and maintain the detailed evidence base—journey maps, service blueprints, and prototypes—that brings customer intelligence, voice of customer, and journey insight to life as tangible, testable design work. Partner with teams across the business to turn brand vision into differentiating experiences grounded in real customer and stakeholder needs.
Key Responsibilities
Strategy & Leadership
- Contribute design craft expertise to the Head of Experience Design's roadmap, ensuring strategic priorities are translated into detailed, actionable design work.
- Help define and maintain design methodology, standards, and documentation as the Experience Design practice scales.
- Translate world-class brand DNA and brand strategies into inspiring and differentiating experiences.
- Support the design agenda for reinventing experiential retail formats, including Department Stores, online flagships, Amber, and new concepts.
- Support the Head of Experience Design and Customer Intelligence team in tracking and continuously improving key journeys.
Design & Execution
- Build detailed customer journey maps and service blueprints per brand, segment, and touchpoint.
- Design and prototype clienteling tools, front-liner and sales associate interfaces, and customer-facing experience concepts, particularly for top brands and Amber.
- Bring customer intelligence, trends, and journey insight into the design process, ensuring interventions are grounded in evidence rather than assumption.
- Deploy Design Thinking methodologies in day-to-day project work, onboarding stakeholders to the approach where needed.
- Design signature moments that balance creative differentiation with commercial impact.
- Maintain design documentation and playbooks to ensure consistency and reusability across brands.
Research & Collaboration
- Collaborate with Customer Intelligence to run qualitative research, including shop-alongs, staff interviews, mystery shopping input, and concept testing to feed design decisions.
- Collaborate with a wide variety of functions and enablers to ensure that designs are co-created, generate strong buy-in, and get implemented as intended.
- Work closely with store teams, customer care, and other front-line teams to keep design grounded in operational reality.
People & Capability
- Mentor and provide craft guidance to other designers, interns, or agency resources working on Experience Design projects.
- Collaborate closely with the Head of Experience Design to build out the wider Experience Design team as it grows.
- Act as a design role model to stakeholders beyond the immediate team, helping build design literacy across the business.
Qualifications & Experience
- Academic background in Design, Creative, UX/Service Design, or related field.
- 4-7 years in CX/service design and UX design, ideally in luxury retail, hospitality, or premium omnichannel environments.
- CCXP or UX-related credentials a plus.
Skills & Competencies
- Strong fluency in journey mapping, service blueprinting, and prototyping tools (Figma or equivalent; no-code prototyping such as bolt.new is a bonus).
- Ability to work across physical and digital touchpoints, not just screens.
- Experience in UX design and UI, as well as prototyping.
- Comfort running qualitative research and translating findings into design decisions.
- Strong documentation habits, able to produce design artefacts others can act on.
- Ability to work autonomously on detailed craft while staying aligned to broader strategic direction.
- Comfortable presenting work to senior stakeholders and cross-functional teams.
- Strong critical thinking and creative abilities.
- Master of empathy and need states analysis.
- Ability to understand unique brand strategies and design corresponding moments and journeys in context.
- Full understanding of product roles and ability to collaborate seamlessly with product teams.