Customer Experience Designer (CX)

We are looking for a driven and creative Customer Experience Designer to join our dynamic team. Your mission will be to craft exceptional customer experiences by transforming client briefings into immersive and intuitive design solutions. You'll focus on building seamless experiences across brand touchpoints, digital products, services, and systems that engage and delight users.

Requirements

• Facilitate Vision Workshops: Lead workshops with client stakeholders to explore and define the client's strategic vision, mission, and guiding principles, ensuring alignment with customer experience objectives.
• Define Strategic Objectives: Establish clear CX and business strategic objectives aligned with customer needs, service excellence goals, and measurable experience outcomes.
• Voice of Customer (VoC) Analysis: Design and interpret Voice of Customer programs by gathering insights from surveys, feedback platforms, customer interviews, behavioral analytics, and service data to identify experience gaps and opportunities.
• CX Measurement & Insights: Define and interpret customer experience metrics such as NPS, CSAT, CES, and customer sentiment analysis to inform service and experience improvements.
• CX Tools & Platforms: Utilize enterprise CX platforms and tools (e.g., Medallia, Qualtrics, Adobe Analytics, Hotjar, or similar) to analyze customer feedback, track experience performance, and support data-driven decision-making.
• Create User Personas: Develop research-driven personas based on qualitative and quantitative insights, identifying customer needs, motivations, behaviors, and expectations.
• Map Customer Journeys: Design end-to-end customer journeys across physical and digital channels, identifying pain points, emotional moments, and experience improvement opportunities.
• Digital & Service Touchpoints: Identify and evaluate key digital and service touchpoints, ensuring a seamless and consistent omnichannel customer experience.
• Host Experience Workshops: Conduct co-creation and validation workshops with stakeholders to align on personas, journeys, service priorities, and experience transformation initiatives.
• Develop Service Blueprints: Translate CX strategy into detailed service blueprints documenting frontstage and backstage interactions, operational processes, systems, and ownership across the service ecosystem.
• Experience Gap Identification: Identify operational, process, and technology gaps impacting customer experience and recommend actionable improvement initiatives.
• Present CX Insights: Clearly communicate research findings, CX insights, and strategic recommendations to executive stakeholders and cross-functional teams.

Benefits

• 4+ years of experience in CX or service design within digital agencies.
• Proven track record in delivering end-to-end CX initiatives, including research, strategy, design, testing, and implementation.
• Strong UX or service design background.
• Excellent communication skills—both written and verbal (Arabic is a plus).
• Experience in journey mapping and workshop facilitation.
• A detail-oriented, critical thinker with a passion for creating impactful user experiences.
• Strong organizational and presentation skills.
• Proficiency in design and diagramming tools such as Miro, or equivalent platforms.
• Familiarity with AI-powered research and design tools is a plus.