CX / Service Designer

📍 Job Overview

Job Title: CX / Service Designer

Company: Brainlake Advertising LLC

Location: Sharjah, Sharjah, United Arab Emirates

Job Type: CONTRACTOR

Category: Customer Experience / Service Design

Date Posted: 2026-09-18

Experience Level: 5-10 Years (Senior Level)

Remote Status: On-site

🚀 Role Summary

• Drive the end-to-end design of customer and service experiences by analyzing current states and architecting future states across all touchpoints.

• Leverage deep expertise in service design methodologies to identify and address pain points, inefficiencies, and opportunities for improvement within complex service ecosystems.

• Lead and facilitate impactful workshops with clients, users, and cross-functional teams to gather insights, foster collaboration, and co-create innovative service solutions.

• Translate complex business objectives and operational realities into clear, actionable service blueprints, journey maps, and process models.

• Utilize a blend of traditional design thinking and cutting-edge AI tools to accelerate research synthesis, ideation, and the creation of compelling, user-centric service designs.

📝 Enhancement Note: This role is positioned as a senior, hands-on position requiring a strong blend of strategic thinking, practical execution, and client-facing experience. The emphasis on AI tools suggests a forward-thinking approach to service design efficiency and innovation within the agency.

📈 Primary Responsibilities

• Conduct comprehensive user research and stakeholder interviews to deeply understand customer needs, behaviors, business objectives, and operational constraints.

• Analyze existing services and business processes through mapping (e.g., journey maps, service blueprints) to pinpoint friction points, inefficiencies, gaps, and areas ripe for enhancement.

• Design future-state (to-be) customer journeys and service experiences that effectively address identified customer needs and strategic business goals.

• Develop detailed service blueprints that clearly articulate the connection between frontstage customer interactions and backstage operational processes, people, systems, and dependencies.

• Plan, structure, and expertly facilitate a range of client and stakeholder workshops, including discovery sessions, journey mapping workshops, co-creation activities, ideation sprints, prioritization exercises, and future-state design sessions.

• Lead workshop discussions effectively, adeptly manage diverse stakeholder perspectives, and translate workshop outputs into actionable insights, clear decisions, and defined next steps for project progression.

• Translate intricate business and operational workflows into clear, visual process maps and robust service models that are easily understood by all stakeholders.

• Collaborate closely with UX designers, researchers, business analysts, product managers, and other specialists to ensure seamless translation of service concepts into tangible, deliverable experiences.

• Validate proposed journeys and service concepts through user testing and stakeholder feedback loops to ensure alignment and effectiveness.

• Define and articulate clear recommendations and opportunities that strategically guide subsequent product, UX, operational, or technology-related decisions.

• Document and present research findings, journey maps, process flows, service concepts, and strategic recommendations with clarity and impact to senior stakeholders and clients.

📝 Enhancement Note: The responsibilities highlight a need for an individual who can operate autonomously, manage client relationships, and drive projects from research through to strategic recommendations, with a strong emphasis on workshop facilitation and visual documentation.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a Bachelor's or Master's degree in Design, Human-Computer Interaction, Psychology, Business, or a related field is often preferred for roles of this seniority and complexity, providing a strong theoretical foundation for design and analysis.

Experience: A minimum of 8 years of direct, hands-on experience in Service Design, Customer Experience (CX), or a closely related field is essential. This experience should demonstrate a proven track record of successfully delivering on responsibilities outlined above.

Required Skills:

• Service Design & CX Expertise: Proven ability to design and improve end-to-end customer and service experiences.

• Journey Mapping & Service Blueprints: Extensive experience creating detailed customer journey maps, experience maps, empathy maps, and comprehensive service blueprints.

• Workshop Facilitation: Strong, demonstrated experience planning, structuring, and leading client and stakeholder workshops for discovery, co-creation, ideation, and future-state design.

• Research & Analysis: Ability to conduct user and stakeholder research, synthesize findings, and identify key insights, pain points, and opportunities.

• Process Mapping: Skill in mapping both current-state (as-is) and future-state (to-be) services and business processes.

• Strategic Thinking: Ability to connect customer experience with business objectives, operational realities, and technology capabilities.

• Visual Communication: Proficiency in creating clear, compelling visual outputs (maps, blueprints, process flows) to communicate complex ideas.

• Tool Proficiency: Strong command of modern service design, research, mapping, and collaboration tools, including Figma, FigJam, Miro, and Lucidchart, or similar platforms.

• AI Tool Integration: Up-to-date knowledge and practical application of AI-powered tools to enhance research synthesis, analysis, ideation, documentation, and design activities.

• Stakeholder Management: Excellent ability to manage diverse stakeholder perspectives and facilitate consensus.

• Presentation & Storytelling: Strong skills in presenting complex information and design concepts persuasively to senior audiences.

• Independent Work & Collaboration: Ability to work autonomously while also collaborating effectively within multidisciplinary teams.

• Organizational Skills: Strong ability to manage multiple priorities, deadlines, and evolving project requirements.

Preferred Skills:

• Arabic Language Proficiency: A significant advantage, given the location and potential client base in the UAE.

• Experience in Advertising/Agency Environment: Familiarity with the pace and client dynamics of an advertising agency.

• Prototyping Skills: Experience with digital prototyping tools to visualize service interactions.

• UX Design Principles: A solid understanding of UX design principles and how they integrate with service design.

📝 Enhancement Note: The "8+ years" requirement clearly defines this as a senior-level role. The emphasis on AI tools suggests the company is looking for someone who can leverage new technologies to improve efficiency and outcomes, while still maintaining human oversight and strategic judgment. Arabic language skills are highlighted as a strong plus, indicating potential client needs.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrated Journey Mapping & Service Blueprinting: Showcase detailed examples of end-to-end customer journey maps and comprehensive service blueprints, illustrating your process from research to final output.

• Workshop Facilitation Evidence: Include case studies or descriptions of workshops you have led, highlighting the objectives, methodologies used, participant engagement, and key outcomes or decisions facilitated.

• Process Analysis & Improvement: Present examples of how you have analyzed existing (as-is) processes and designed improved future-state (to-be) services or workflows.

• Visual Communication of Complexity: Showcase your ability to translate complex systems, processes, and user experiences into clear, digestible visual artifacts (e.g., flowcharts, ecosystem maps, interaction models).

• Impact & Recommendations: Clearly articulate the business and customer impact of your designs, and provide examples of the strategic recommendations you have made based on your service design work.

Process Documentation:

• Workflow Design & Optimization: Examples demonstrating your approach to documenting existing workflows and systematically designing optimized future-state workflows.

• Implementation & Automation Insights: While not directly implementing, show an understanding of how your designs connect to operational implementation and potential automation opportunities.

• Measurement & Analysis: Portfolio pieces that illustrate how you consider or incorporate metrics, KPIs, and performance analysis into your service design process, even if for future measurement.

📝 Enhancement Note: For a senior role like this, the portfolio is critical. It needs to go beyond simple visuals and demonstrate a deep understanding of process, strategic impact, and the ability to translate complex information into actionable insights for clients and stakeholders. The inclusion of AI tool usage in design processes is also a key differentiator.

💵 Compensation & Benefits

Salary Range: Given the seniority (8+ years of experience), the specialized skill set (Service Design, CX, AI tools), and the location (Sharjah, UAE), a competitive salary is expected. Based on industry benchmarks for senior CX/Service Designers in the UAE, a typical range for a contractor role of this nature could be between AED 25,000 to AED 45,000 per month, or potentially higher for exceptionally qualified candidates or specific project scopes. This is an estimate and actual compensation will depend on the contractor's experience, specific project duration, and negotiation.

Benefits: As a contractor, benefits may differ from full-time employees and are often negotiated as part of the overall contract rate. However, typical inclusions or considerations for contractors in this region might include:

• Competitive Contract Rate: Reflecting the senior level and specialized skills.

• Project-Based Work: Opportunity to work on diverse projects across various industries.

• Potential for Extension: Based on project performance and client needs.

• Access to Collaborative Workspace: While on-site, you'll be part of a dynamic agency environment.

• Professional Development: Opportunities to work with new tools (including AI) and gain exposure to different client challenges.

Working Hours: The role is described as requiring on-site presence and flexibility across projects. A standard full-time engagement would typically be around 40 hours per week, Monday to Friday. However, project deadlines and client needs may occasionally require extended hours or flexible scheduling.

📝 Enhancement Note: Salary estimations for contractor roles in the UAE are highly variable and depend on negotiation, project scope, and the contractor's specific business setup. The provided range is a benchmark for experienced professionals in similar roles in the region. Benefits for contractors are typically less comprehensive than for permanent employees and are often factored into the hourly or monthly rate.

🎯 Team & Company Context

🏢 Company Culture

Industry: Brainlake Advertising LLC operates within the Advertising and Marketing sector. This industry is characterized by creativity, fast-paced project cycles, client-centricity, and a constant drive for innovative solutions to engage target audiences. For operations professionals, this means a dynamic environment where process efficiency and client satisfaction are paramount.

Company Size: Brainlake Advertising LLC is part of the "Companies of 50-200 employees" bracket. This size often signifies a company that is large enough to have established processes and resources but small enough to maintain agility, direct communication, and a close-knit team culture. For a Service Designer, this means potential for direct impact and visibility across projects and departments.

Founded: While the founding date is not provided, the company's presence on Workable suggests an active and modern operation. Advertising agencies typically thrive on evolving trends and a forward-thinking approach, which likely influences their internal culture and operational methodologies.

Team Structure:

• Operations Team Integration: As a CX/Service Designer, you will likely be embedded within project teams or a dedicated design/strategy unit. You will collaborate closely with account managers, creative teams, UX designers, researchers, and potentially business analysts.

• Reporting Structure: You will likely report to a Head of Design, Strategy Director, or a Senior Project Manager who oversees client engagements. The emphasis is on cross-functional collaboration rather than a rigid hierarchy.

• Cross-functional Collaboration: Expect extensive collaboration with creative, strategy, account management, and client-side teams. The role is inherently collaborative, requiring strong communication and the ability to bridge different perspectives.

Methodology:

• Data-Driven Insights: The role emphasizes research and analysis, suggesting a data-driven approach to understanding customer needs and informing design decisions.

• Agile & Iterative Design: Given the agency context, projects are likely managed using agile or iterative methodologies, requiring flexibility and adaptability.

• Client-Centric Approach: The primary focus will be on delivering value and exceptional experiences for clients and their end-users, requiring a strong understanding of client objectives and business goals.

Company Website: https://www.brainlake.com/

📝 Enhancement Note: The company's industry (Advertising) implies a focus on creativity, client service, and rapid project turnaround. The size suggests a collaborative environment where individual contributions are highly visible and impactful. The integration of AI tools hints at a modern, forward-looking operational approach.

📈 Career & Growth Analysis

Operations Career Level: This role is clearly defined as a senior-level position, requiring significant experience (8+ years). It sits at the intersection of strategic design, user research, business analysis, and client consulting. A Senior CX/Service Designer is expected to lead engagements, mentor junior staff (if applicable), and drive the strategic direction of service design initiatives.

Reporting Structure: As a contractor, the reporting structure will be project-specific. You will likely report to a Project Lead, Design Director, or Account Manager within Brainlake Advertising LLC. Your work will directly influence client strategies and project outcomes, requiring clear communication with various internal teams and client stakeholders.

Operations Impact: The impact of this role is significant and directly tied to client success. By designing improved customer and service experiences, you will contribute to:

• Enhanced Customer Satisfaction & Loyalty: Leading to repeat business and positive brand perception for clients.

• Increased Operational Efficiency: Identifying and streamlining processes to reduce costs and improve service delivery for clients.

• Revenue Growth: By improving conversion rates, customer lifetime value, and identifying new service opportunities for clients.

• Brand Differentiation: Helping clients stand out in their respective markets through superior customer experiences.

Growth Opportunities:

• Specialization: Deepen expertise in specific industries or advanced service design techniques, including AI-driven service design.

• Leadership: Transition into a Design Lead or Strategy Director role within an agency or move into a senior in-house CX/Service Design leadership position.

• Consulting: Leverage your experience to establish an independent consulting practice.

• Cross-Industry Exposure: Gain broad experience across diverse client projects and industries, enhancing your strategic versatility.

• Mentorship: Opportunity to mentor junior designers and contribute to the development of the design discipline within the agency.

📝 Enhancement Note: This is a senior role with significant potential for impact and growth, particularly for individuals who can demonstrate strategic thinking, client management skills, and an ability to leverage emerging technologies like AI. The contractor status offers flexibility and broad exposure.

🌐 Work Environment

Office Type: The role requires "willingness to work on-site with clients," indicating a hybrid or primarily on-site work model. While based out of Brainlake Advertising LLC's offices in Sharjah, there will likely be client visits and potentially client-site engagements. The agency environment is typically dynamic, collaborative, and often fast-paced.

Office Location(s): The primary location is Sharjah, United Arab Emirates. This offers a professional business environment within a key economic hub in the UAE.

Workspace Context:

• Collaborative Environment: Expect a studio-like atmosphere common in advertising agencies, fostering interaction and idea-sharing among creative and strategic teams.

• Tools and Technology: Access to industry-standard design and collaboration tools (Figma, Miro, etc.) will be available, alongside support for leveraging new AI tools.

• Team Interaction: Frequent opportunities to interact with diverse internal teams (strategy, creative, account management) and external clients, facilitating a rich exchange of ideas and perspectives.

Work Schedule: The standard working hours are likely around 40 hours per week, Monday to Friday. However, the nature of agency work and client demands may necessitate flexibility to meet project deadlines, which could involve occasional extended hours or weekend work, though this is usually managed and communicated in advance.

📝 Enhancement Note: The "on-site with clients" requirement is crucial. Candidates should be prepared for a mix of office-based work and client-facing engagements, requiring strong interpersonal skills and adaptability to different client environments.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV and portfolio to assess qualifications and fit.

• Portfolio Presentation & Discussion: A key stage involving presenting your portfolio, discussing your approach to service design, and walking through case studies. Be prepared to articulate your process, rationale, and impact.

• Skills-Based Challenges: Potential for a practical exercise or case study to assess your problem-solving, design thinking, and communication skills in a simulated scenario. This might involve analyzing a brief, mapping a process, or proposing design solutions.

• Stakeholder Interviews: Meetings with key team members (e.g., Design Director, Project Leads, potential collaborators) to evaluate your collaboration style, strategic thinking, and cultural fit.

• Client-Facing Readiness: Discussion on your experience working directly with clients, managing expectations, and presenting to senior stakeholders.

Portfolio Review Tips:

• Curate Selectively: Showcase 3-5 of your strongest, most relevant projects that highlight your end-to-end service design capabilities, research skills, workshop facilitation, and impact.

• Tell a Story: For each project, clearly articulate the problem, your role and process, the methodologies used (including AI tools if applicable), the key insights gained, the solutions designed, and the measurable outcomes or impact.

• Highlight Process: Detail your approach to research, analysis, ideation, design, and validation. Show how you moved from understanding a problem to delivering a solution.

• Showcase Workshop Facilitation: Include examples of workshop outputs, your facilitation approach, and how you managed group dynamics to achieve objectives.

• Demonstrate Visual Communication: Ensure your visual artifacts (journey maps, service blueprints, process flows) are clear, well-organized, and effectively communicate complex information.

• Address AI Tool Usage: If you used AI tools, clearly explain how they assisted your process, what value they added, and how you maintained quality and human judgment.

Challenge Preparation:

• Understand the Brief: If given a case study, thoroughly analyze the problem statement, business objectives, and target audience.

• Structure Your Response: Outline your approach logically: problem definition, research/analysis, proposed solution(s), rationale, and expected impact.

• Focus on Process: Emphasize your design thinking process, how you would gather insights, and how you would involve stakeholders.

• Visualize Your Ideas: Be prepared to sketch or use digital tools to visually represent your ideas or process.

• Consider AI Integration: Think about how AI tools could be leveraged in the scenario presented.

📝 Enhancement Note: The interview process heavily emphasizes portfolio demonstration and practical application of skills. Candidates should be prepared to articulate their strategic thinking, process, and the impact of their work, with a specific focus on how they leverage modern tools, including AI, and manage client relationships.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Mapping Platforms: Figma, FigJam, Miro, Lucidchart, or similar for creating journey maps, service blueprints, experience maps, empathy maps, and process flows.

• Prototyping Tools: While not explicitly stated as a primary responsibility, familiarity with tools like Figma, Adobe XD, or InVision for prototyping service interactions would be beneficial.

• Research & Synthesis Tools: Tools for note-taking, qualitative data analysis, and synthesizing research findings.

Analytics & Reporting:

• Data Analysis Tools: While not a primary analyst role, understanding how to interpret data from analytics platforms (e.g., Google Analytics, Mixpanel) to inform design decisions is valuable.

• Presentation Software: PowerPoint, Google Slides, Keynote for documenting and presenting findings and recommendations.

CRM & Automation:

• CRM Systems (e.g., Salesforce, HubSpot): A general understanding of how customer data is managed and how service design can impact CRM processes and user adoption.

• Automation Concepts: Awareness of how service design can integrate with or inform business process automation initiatives.

Emerging Technologies:

• AI-Powered Tools: Specific tools for research synthesis, content generation, ideation, analysis, and visualization that accelerate design workflows. The candidate is expected to be up-to-date and willing to explore new AI applications in design.

📝 Enhancement Note: Proficiency in collaborative whiteboarding and design tools like Miro and Figma is essential. The explicit mention of AI tools indicates a requirement for candidates to be current with and adaptable to emerging technologies that enhance the design process.

👥 Team Culture & Values

Operations Values:

• Client-Centricity: A core value, driving all design and strategic decisions to ensure client success and satisfaction.

• Creativity & Innovation: A strong emphasis on generating novel ideas and finding unique solutions to client challenges.

• Collaboration & Teamwork: Fostering an environment where diverse perspectives are valued and teams work together towards shared goals.

• Data-Driven Decision Making: Utilizing research and analytics to inform strategy and design choices, ensuring efficacy.

• Efficiency & Agility: A commitment to delivering high-quality work efficiently, adapting to evolving project needs and timelines.

• Continuous Learning: Encouraging exploration and adoption of new tools, methodologies, and industry best practices, particularly in the rapidly evolving fields of CX and AI.

Collaboration Style:

• Cross-functional Integration: Seamlessly working with strategy, creative, account management, and technical teams to ensure holistic solutions.

• Open Communication: Encouraging candid feedback and transparent dialogue among team members and with clients.

• Co-creation: Actively involving stakeholders in the design process through workshops and collaborative sessions.

• Knowledge Sharing: Willingness to share insights, best practices, and learnings across projects and teams.

📝 Enhancement Note: The culture likely values a blend of creative flair, strategic rigor, and a strong client service orientation, common in successful advertising agencies. The emphasis on collaboration and continuous learning, particularly with AI, suggests an environment that supports professional growth and adaptation.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Client Needs & User Desirability: Navigating the often-competing demands of client business objectives, user needs, and operational feasibility.

• Managing Diverse Stakeholder Perspectives: Facilitating consensus and driving decisions among stakeholders with varying priorities and levels of understanding.

• Translating Complexities into Simplicity: Distilling intricate service ecosystems and business processes into clear, actionable designs and recommendations.

• Integrating AI Effectively: Leveraging new AI tools strategically while ensuring human oversight, ethical considerations, and high-quality design outcomes.

• Pace of Agency Work: Adapting to fast-paced project cycles and multiple client demands simultaneously.

Learning & Development Opportunities:

• AI in Design: Deepen expertise in leveraging AI tools for research, ideation, synthesis, and design acceleration.

• Industry Exposure: Work across a variety of client industries, gaining broad strategic and operational insights.

• Advanced Methodologies: Explore and implement cutting-edge service design and CX frameworks.

• Client Relationship Management: Enhance skills in client communication, presentation, and strategic advisory.

• Mentorship & Leadership: Opportunities to guide junior team members and take on leadership roles in design projects.

📝 Enhancement Note: The challenges presented are typical for senior roles in consulting and agency environments, emphasizing strategic problem-solving, stakeholder management, and adaptability. The growth opportunities highlight continuous skill development, particularly in emerging areas like AI, and career progression.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service you redesigned. What was your process, what challenges did you face, and what was the ultimate impact?" (Focus on process, problem-solving, and measurable outcomes.)

• "How do you approach identifying and prioritizing opportunities for service improvement within an organization?" (Highlight your analytical framework and decision-making criteria.)

• "Walk me through a service blueprint you created. What were the key backstage and frontstage elements, and how did they connect?" (Demonstrate your understanding of service architecture.)

• "How do you leverage user research to inform your service design decisions, especially when dealing with conflicting stakeholder requirements?" (Emphasize your research synthesis and stakeholder management skills.)

• "Describe your experience using AI tools in your design process. How do they enhance your work, and what are their limitations?" (Showcase your understanding of modern tools and critical thinking.) Company & Culture Questions:

• "What excites you about working for an advertising agency like Brainlake?" (Research their work and clients, and align your response with their creative and client-focused ethos.)

• "How do you see service design contributing to the success of advertising and marketing campaigns?" (Connect your skills to the agency's core business.)

• "Describe a time you had to adapt your design approach to a client's specific industry or operational constraints." (Show your flexibility and business acumen.)

• "How do you stay current with the latest trends in CX, service design, and AI?" (Demonstrate your commitment to continuous learning.) Portfolio Presentation Strategy:

• Start with the "Why": Clearly articulate the business problem or user need that initiated each project.

• Define Your Role: Specify your contributions, especially if it was a team project.

• Detail Your Process: Explain the steps you took, the methods you employed (research, mapping, workshops), and the rationale behind your choices.

• Showcase Visuals: Present your journey maps, service blueprints, and process flows clearly. Explain what they represent.

• Highlight Insights & Solutions: Articulate the key findings from your research and how they informed your design solutions.

• Quantify Impact: Whenever possible, use metrics or qualitative data to demonstrate the success of your designs.

• Discuss AI Integration: For relevant projects, explain how AI tools were used and the benefits they provided.

• Be Prepared for Questions: Anticipate questions about your decisions, challenges, and alternative approaches.

📝 Enhancement Note: The interview questions will likely probe your strategic thinking, problem-solving abilities, and practical application of service design methodologies, with a keen interest in how you leverage modern tools like AI and manage client relationships within an agency context.

📌 Application Steps

To apply for this CX / Service Designer position:

• Submit your CV and portfolio to careers@brainlake.com.

• Portfolio Customization: Ensure your portfolio is tailored to showcase projects that best align with the responsibilities of this role, emphasizing end-to-end service design, workshop facilitation, and the use of modern design tools and AI.

• Resume Optimization: Highlight your 8+ years of relevant experience, key skills in service design, CX, journey mapping, and workshop facilitation. Quantify achievements where possible, and clearly state your proficiency with tools like Figma, Miro, and AI applications.

• Interview Preparation: Practice presenting your portfolio, focusing on clear storytelling, detailing your process, and articulating the impact of your work. Prepare to discuss your experience with client-facing engagements and your approach to collaborative problem-solving.

• Company Research: Familiarize yourself with Brainlake Advertising LLC's work, clients, and industry presence. Understand how service design can add value to an advertising agency and its clients.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.