Service Designer / CX Designer

Role Overview

Service Designer / CX Designer at Brainlake Advertising. This is a senior, hands-on role based with our clients across different locations, where you will shape end-to-end customer and service experiences by analyzing how services work today and designing how they should work in the future.

Role Purpose

Analyze how services work across people, processes, systems, and touchpoints; identify opportunities for improvement; and design future-state customer and service experiences. You will work closely with clients, users, and cross-functional teams to understand customer needs, business objectives, operational realities, and pain points, translating complex challenges into clear and actionable solutions.

Key Responsibilities

Research & Discovery

• 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.
• Experience conducting or working directly with customer and stakeholder research.
• Uncover customer needs, pain points, behavioural insights, and opportunities for service improvement.

Mapping & Visualization

• 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.
• Translate complex business and operational workflows into clear visual process maps and service models.
• Simplify complex systems, processes, and experiences into clear and actionable visual outputs.

Service Design & Strategy

• 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.
• Define clear recommendations and opportunities that can guide subsequent product, UX, operational, or technology decisions.
• Understand how customer experience connects with people, processes, operations, systems, and technology.

Workshop Facilitation & Stakeholder Management

• 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.
• Collaborate with UX designers, researchers, business analysts, product teams, and other specialists to translate service concepts into deliverable experiences.
• Work collaboratively across multidisciplinary teams while owning work independently.

Validation & Recommendations

• Validate proposed journeys and service concepts with users and stakeholders where required.
• Document and present research, journeys, processes, service concepts, and recommendations clearly to senior stakeholders and clients.

Qualifications & Experience

• 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.

Skills & Competencies

• Strong analytical and problem-solving skills, with the ability to make sense of complex services and business environments.
• 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.
• Strong organizational skills and the ability to manage multiple priorities and changing project requirements.
• Arabic speaking is a plus.

Additional Information

• Willingness to work on-site with clients.
• Flexibility to work across different projects, industries, and client environments.