Service Designer Team Lead 3 Months onsite in Abu Dhabi - Octopus by RTG

Role Overview

Service Designer Team Lead with Robusta (Octopus by RTG), based in Abu Dhabi, United Arab Emirates. This is a 3-month onsite contract role leading the design and transformation of customer experiences across physical, digital, and assisted-service channels.

Role Purpose

Own the design and transformation of customer experiences across all service channels. Lead the establishment of service experience design standards, drive the redesign of key customer-facing services, and build and lead a Service Design team to ensure consistency between intended and delivered customer experiences.

Key Responsibilities

Service Design Standards & Strategy

• Own and establish service experience design standards across physical, digital, and assisted-service channels.
• Establish a persona-anchored journey design methodology, ensuring design priorities are aligned with key customer segments.
• Develop service blueprints, customer journey maps, personas, experience principles, and other service design deliverables as required.

Service Redesign & Delivery

• Lead the redesign of key energy and mobility services: Fuel, EV Charging, LPG, Car Wash, and VIP/Value-added customer services.
• 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.
• Ensure consistency between the intended customer experience and the experience delivered across frontline and digital touchpoints.

Stakeholder Engagement & Co-Design

• Plan and facilitate structured ideation and co-design workshops with individual service lines and key 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.
• Represent Service Design in cross-functional delivery and governance reviews with Operations, IT, Human Capital, and other relevant stakeholders.
• Drive stakeholder alignment and ensure service design recommendations are translated into actionable implementation plans.

Team Leadership

• Build, lead, coach, and develop a Service Design team, including a Service Design Specialist and Analyst.

Qualifications & Experience

• 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.
• Previous experience in a team lead or managerial capacity, including coaching or managing service design professionals.
• Experience translating service design concepts into frontline processes, scripts, training, and operational standards.
• Experience working in large, complex, customer-facing organizations is highly preferred.

Skills & Competencies

• Strong understanding of service design methodologies, including journey mapping, personas, service blueprints, customer research, and experience principles.
• Strong stakeholder management skills with the ability to work effectively across business, operations, technology, and customer-facing functions.
• Strong communication, presentation, facilitation, and problem-solving skills.

Additional Information

• Contract Duration: 3 months.
• Work Arrangement: Onsite in Abu Dhabi, United Arab Emirates.
• Availability: Candidates must be available to work onsite in Abu Dhabi for the full duration of the contract.