About this role
99Bright Minds is hiring an Experience Design Team Leader to define the future-state experience architecture and blueprint for a large, multi-site consumer service ecosystem. This is a senior leadership role that owns the end-to-end customer experience architecture, from service blueprints and journey architecture through to experience standards and implementation planning.
Requirements
Key responsibilities
- Define and own the end-to-end customer experience architecture across the service ecosystem.
- Design connected service ecosystems, not standalone touchpoints.
- Build and maintain service blueprints, journey architecture and design systems.
- Set prioritization frameworks and lead implementation planning.
- Facilitate workshops and align cross-functional stakeholders around a shared experience vision.
- Coach and lead a team of experience designers.
- Turn customer insights into scalable operating models and experience standards.
Requirements
- 8–12 years of experience in Service Design, Experience Design or Customer Experience.
- Background in Retail, Hospitality, Aviation or other multi-site consumer environments.
- Proven experience designing connected service ecosystems.
- Strong expertise in service blueprints, design systems, journey architecture, prioritization frameworks and implementation planning.
- Exceptional facilitation
skills
- leading workshops, aligning stakeholders and coaching a design team.
- Ability to translate customer insights into scalable operating models and experience standards.
Nice to have
- Experience in the UAE
- Experience with large transformation programs or experience standards rollouts
- Background in design systems and operating model design