Senior Service Designer (CX Governance)

We are seeking a business-oriented Senior Service Designer with strong experience in the banking sector to join the CX Chapter at the BANK. This role will operate under the guidance of the CX Chapter Lead and will be fully aligned with the bank’s CX governance framework, tailored specifically to support the BANK’s current transformation phase.

You will play a key role in shaping seamless customer journeys, bringing together cross-functional stakeholders, and translating complexity into actionable, high-impact service design deliverables.

This is a role for someone who can adapt theory to reality and who thrives in a structured, corporate environment and enhances product and service delivery by applying service design methodologies and customer and sales feedback insights. This role uses design thinking, data insights, and cross-functional collaboration to shape seamless, human-centred experiences that drives superior customer experience.

Functional Responsibilities

• Accountable for Service Design Quality and Governance.
• Define, maintain, and enforce the CX Chapter service blueprinting standards, templates, and quality checklist.
• Guide or co-create service blueprints in collaboration with product, design, tech, and business teams.
• Lead and facilitate cross-functional workshops to co-create or refine service blueprints.
• Flag risks, blockers, or deviations to the CX Chapter Lead.
• Ensure each blueprint includes:

o End-to-end mapping (customer, frontstage, backstage, systems, SLAs).

o Exception paths, compliance rules, and system dependencies.

o Review and validate all service blueprint outputs before submission to the Chapter Governance Committee.

o Maintain version control and a central repository of approved service blueprints.

o Map, analyze, and document customer journeys across various touchpoints (digital, branch, contact center, etc.).

• Analyse frontline and system data, customer compliants, NPS / CSAT scores and feedback to identify recurring pain points.
• Conduct customer research (e.g., interviews, surveys, usability tests) to identify pain points and unmet needs.
• Support development and implementation of design-led enhancements to improve satisfaction, reduce friction, and elevate engagement.
• Create wireframes or prototypes (low fidelity) to validate improvements with users before development.
• Monitor post-implementation feedback to assess impact and identify iterative improvements.
  

COMPETENCIES:

1. Strong knowledge of banking processes, regulatory requirements, and customer segments preferably in the UAE context.

2. Confident working with senior stakeholders and facilitating discussions across cross functional teams.

3. Experience in customer journey mapping, service design, and human-centered thinking.

4. Strong analytical and research skills; ability to synthesize data into experience narratives.

5. Proficiency in design tools (e.g., Figma, Figjam) and basic familiarity with agile and waterfall methodology.