About the Role
We are looking for an experienced Experience Design Team Leader to define and own the end-to-end customer experience architecture across the company's service ecosystem, shaping the future-state ecosystem experience architecture and blueprint.
Roles and Responsibilities
- Define the future-state ecosystem experience architecture and blueprint.
- Define and own the end-to-end customer experience architecture across the company's service ecosystem.
- Design connected service ecosystems rather than standalone touchpoints.
- Apply expertise in service blueprints, design systems, journey architecture, prioritization frameworks, and implementation planning.
- Lead workshops, align cross-functional stakeholders, coach a design team, and translate customer insights into scalable operating models and experience standards.
Requirements
- 8–12 years of experience in Service Design, Experience Design, Customer Experience, Retail, Hospitality, Aviation, or other multi-site consumer environments.
- Strong expertise in service blueprints, design systems, journey architecture, prioritization frameworks, and implementation planning.
- Exceptional facilitation skills, with the ability to lead workshops, align cross-functional stakeholders, coach a design team, and translate customer insights into scalable operating models and experience standards.
- Preferred backgrounds include Service Design Lead, Experience Design Manager, CX Architecture Lead, or Innovation & Experience Transformation Lead roles within large consumer-facing organizations.