CX / Service Designer

About the Role

Brainlake is seeking an experienced CX / Service Designer to join their team in Riyadh, Saudi Arabia. This contract role focuses on enhancing end-to-end customer and service experiences. The successful candidate will analyze current service operations across people, processes, systems, and touchpoints to identify improvements and design future service models.

Role Overview

This is a senior, hands-on position that requires confident navigation between customer experience, service design, research, workshop facilitation, and business process thinking. The role involves close collaboration with clients, users, and cross-functional teams to understand customer needs, business objectives, operational realities, and pain points. The designer will translate complex challenges into clear, actionable solutions, mapping current experiences and designing future-state journeys across digital and physical channels.

Key Responsibilities

• Conduct research and stakeholder interviews to understand customer needs, behaviors, business objectives, and operational challenges.
• Analyze existing services and business processes to identify friction, inefficiencies, gaps, and opportunities for improvement.
• 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 current operations.
• 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.
• 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 diverse stakeholder perspectives, and translate workshop outputs into clear insights, decisions, and next steps.
• Translate complex business and operational workflows into clear visual process maps and service models.
• Collaborate with UX designers, researchers, business analysts, product teams, and other specialists to translate service concepts into deliverable experiences.
• Validate proposed journeys and service concepts with users and stakeholders as required.
• Define clear recommendations and opportunities to guide subsequent product, UX, operational, or technology decisions.
• Document and present research, journeys, processes, service concepts, and recommendations clearly to senior stakeholders and clients.

Qualifications and Requirements

• 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 ability 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.
• Strong understanding of how customer experience connects with people, processes, operations, systems, and technology.
• Experience conducting or working directly with customer and stakeholder research.
• Ability to uncover customer needs, pain points, behavioral insights, and opportunities for service improvement.
• Strong analytical and problem-solving skills, with the ability to understand complex services and business environments.
• Ability to simplify complex systems, processes, and experiences into clear and actionable visual outputs.
• 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.
• Ability to work collaboratively across multidisciplinary teams while also owning work independently.
• Strong organizational skills and the ability to manage multiple priorities and changing project requirements.

Work Environment

This role requires willingness to work on-site with clients and offers flexibility to work across different projects, industries, and client environments.

Application Process

Candidates meeting the specified requirements are encouraged to apply.