Experience Design Team Leader

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.

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