We are currently seeking a Senior Customer Experience Design Manager who will be responsible for defining and delivering a holistic, customer-centric experience strategy across complex environments. The role drives the design and continuous improvement of end-to-end customer journeys, translating user insights and data into innovative, scalable solutions that enhance both functional and emotional engagement.
This position leads the development of customer experience masterplans and service propositions, ensuring concepts are effectively embedded into infrastructure and operational frameworks. Working closely with research and delivery teams, the role ensures that all design solutions are insight-led, commercially viable, and aligned to broader business objectives, ultimately elevating the overall customer experience beyond baseline expectations.
Our client, based in Dubai, is a leading multinational organisation in the region. This position is a contract role with an initial duration of 12 months and is renewable.
Key Responsibilities:
- Lead the design and delivery of end-to-end customer experience strategies across the full customer journey
- Develop and manage experience design solutions from concept through to detailed design and implementation
- Create and own customer experience masterplans, roadmaps, and service development strategies
- Translate customer insights and research data into actionable design concepts and service improvements
- Design and implement customer segmentation models to tailor experiences and improve satisfaction and loyalty
- Develop a portfolio of products and services aligned to diverse customer needs and expectations
- Drive innovation in experience design, incorporating emerging trends and best practices from relevant industries
- Ensure all experience designs are commercially viable, scalable, and aligned to business objectives
- Lead design reviews and decision-making, ensuring solutions meet user requirements and quality standards
- Collaborate with internal and external stakeholders to deliver integrated and effective experience solutions
- Develop prototypes and concept solutions to test and validate customer experience improvements
- Define and embed experience design standards, guidelines, and frameworks across the organisation
- Monitor and evaluate experience performance, ensuring alignment with original customer requirements
- Provide subject matter expertise (SME) across all aspects of customer experience and service design
- Support vendor and partner selection, ensuring high-quality delivery from external providers
Knowledge, skills & experience:
- 10–12 years of overall experience, with 5–7 years in relevant roles (customer experience, service design, or design strategy)
- Proven experience in developing and delivering customer experience strategies and solutions
- Experience in project delivery and managing complex design initiatives
- Strong background in customer research, insights, and data-driven decision-making
- Bachelor's degree in Design, Engineering, Architecture, or a related field
- Professional certification or accreditation in design, architecture, or engineering (preferred)
- Strong expertise in customer experience (CX) and service design methodologies
- Ability to translate complex problems into innovative, user-centric solutions
- Excellent stakeholder management and influencing skills
- Strong analytical and problem-solving capabilities
- Commercial awareness with the ability to balance design innovation and business impact
- Experience developing design standards, frameworks, and guidelines
- Ability to lead cross-functional collaboration and drive alignment across teams
- Strong communication and presentation skills, including storytelling and concept articulation
- Proficiency in tools such as MS Office, MS Project, AutoCAD, Visio, and Aconex (or similar)
