Senior Manager - Customer Experience Design

Overview

Senior Customer Experience Design Manager

Dubai

Key Responsibilities

• Lead the design and delivery of end-to-end customer experience strategies across the full customer journey
• Develop and manage experience design solutions from concept through to detailed design and implementation
• Create and own customer experience masterplans, roadmaps, and service development strategies
• Translate customer insights and research data into actionable design concepts and service improvements
• Design and implement customer segmentation models to tailor experiences and improve satisfaction and loyalty
• Develop a portfolio of products and services aligned to diverse customer needs and expectations
• Drive innovation in experience design, incorporating emerging trends and best practices from relevant industries
• Ensure all experience designs are commercially viable, scalable, and aligned to business objectives
• Lead design reviews and decision-making, ensuring solutions meet user requirements and quality standards
• Collaborate with internal and external stakeholders to deliver integrated and effective experience solutions
• Develop prototypes and concept solutions to test and validate customer experience improvements
• Define and embed experience design standards, guidelines, and frameworks across the organisation
• Monitor and evaluate experience performance, ensuring alignment with original customer requirements
• Provide subject matter expertise (SME) across all aspects of customer experience and service design
• Support vendor and partner selection, ensuring high-quality delivery from external providers
• Knowledge, skills & experience:
• 10–12 years of overall experience, with 5–7 years in relevant roles (customer experience, service design, or design strategy)
• Proven experience in developing and delivering customer experience strategies and solutions
• Experience in project delivery and managing complex design initiatives
• Strong background in customer research, insights, and data-driven decision-making
• Bachelor’s degree in Design, Engineering, Architecture, or a related field
• Professional certification or accreditation in design, architecture, or engineering (preferred)
• Strong expertise in customer experience (CX) and service design methodologies
• Ability to translate complex problems into innovative, user-centric solutions
• Excellent stakeholder management and influencing skills
• Strong analytical and problem-solving capabilities
• Commercial awareness with the ability to balance design innovation and business impact
• Experience developing design standards, frameworks, and guidelines
• Ability to lead cross-functional collaboration and drive alignment across teams
• Strong communication and presentation skills, including storytelling and concept articulation
• Proficiency in tools such as MS Office, MS Project, AutoCAD, Visio, and Aconex (or similar)