CX / Service Designer

📍 Job Overview

Job Title: CX / Service Designer

Company: Brainlake Advertising LLC

Location: Riyadh, Riyadh Province, Saudi Arabia

Job Type: CONTRACTOR

Category: Customer Experience / Service Design

Date Posted: 2026-09-19

Experience Level: Senior (8+ Years)

Remote Status: On-site

🚀 Role Summary

• Drive the design and improvement of end-to-end customer and service experiences by analyzing current states and envisioning future service models.

• Conduct in-depth research and stakeholder interviews to deeply understand user needs, business objectives, and operational challenges.

• Visualize complex service ecosystems through the creation of journey maps, service blueprints, and process flows to communicate insights effectively.

• Lead and facilitate impactful workshops with clients and cross-functional teams to foster co-creation, ideation, and strategic decision-making.

• Bridge the gap between customer-facing interactions and underlying operational processes, systems, and technology to ensure seamless service delivery.

📝 Enhancement Note: This role focuses on a senior-level Service Designer/CX Designer with a strong emphasis on tangible outputs like journey maps and service blueprints, and a requirement for independent workshop facilitation. The "YALLA!" call to action suggests a fast-paced, results-oriented agency environment.

📈 Primary Responsibilities

• Conduct comprehensive user research, stakeholder interviews, and competitive analysis to gain a holistic understanding of customer needs, behaviors, business goals, and operational constraints.

• Analyze existing service delivery models, business processes, and customer touchpoints to identify critical friction points, operational inefficiencies, and strategic opportunities for enhancement.

• Develop detailed current-state (as-is) and future-state (to-be) customer journey maps, experience maps, and service blueprints that clearly articulate user flows, pain points, backstage operations, and system dependencies.

• Plan, design, and facilitate interactive client and stakeholder workshops, including discovery sessions, co-creation workshops, ideation sprints, and prioritization exercises, to drive alignment and actionable outcomes.

• Translate complex business challenges and operational workflows into clear, visually compelling process maps, service models, and design concepts that are easily understood by diverse audiences.

• Collaborate closely with UX designers, product managers, business analysts, and technology teams to ensure service design concepts are translated into feasible and impactful digital and physical experiences.

• Define and articulate clear, data-driven recommendations and strategic opportunities that will guide subsequent product development, operational improvements, and technology investments.

• Document and present research findings, service designs, process analyses, and strategic recommendations to senior stakeholders and clients with compelling storytelling and persuasive communication.

• Leverage modern design and collaboration tools (e.g., Figma, Miro, Lucidchart) and emerging AI technologies to accelerate research synthesis, analysis, ideation, and the creation of service design artifacts.

• Continuously explore and adopt new tools, methodologies, and best practices in service design and customer experience to enhance the speed, quality, and impact of design deliverables.

📝 Enhancement Note: The responsibilities highlight a blend of strategic thinking, hands-on design, and strong facilitation skills. The inclusion of "digital and physical channels" and "backstage processes, people, systems, and dependencies" indicates a need for a broad understanding of service delivery beyond just digital interfaces.

🎓 Skills & Qualifications

Education: A Bachelor's or Master's degree in Design, Human-Computer Interaction, Business, Psychology, or a related field is typically preferred, though equivalent practical experience will be strongly considered.

Experience: A minimum of 8 years of progressive, hands-on experience in Service Design, Customer Experience (CX) Design, or a closely related strategic design discipline.

Required Skills:

• Proven expertise in creating comprehensive customer journey maps, service blueprints, experience maps, and detailed process flows.

• Demonstrated ability to map both current-state (as-is) and future-state (to-be) services and operational processes.

• Advanced workshop facilitation skills, with a proven track record of independently planning and leading successful sessions with diverse client and stakeholder groups.

• Experience facilitating a range of workshop types, including discovery, journey mapping, co-creation, ideation, and prioritization.

• Strong understanding of the interplay between customer experience, human behavior, operational processes, business systems, and technology infrastructure.

• Experience conducting or working closely with user research and stakeholder interviews to uncover insights.

• Exceptional analytical and problem-solving capabilities, with a talent for dissecting complex service ecosystems and business environments.

• Ability to simplify intricate systems, processes, and experiences into clear, actionable visual representations and strategic recommendations.

• High proficiency with industry-standard service design, research, mapping, prototyping, and collaboration tools such as Figma, FigJam, Miro, or Lucidchart.

• Familiarity with the application of AI-powered tools to enhance research synthesis, analysis, ideation, documentation, and service design workflows.

• Excellent presentation, storytelling, and stakeholder communication skills, with the ability to influence and gain buy-in from senior leaders.

• Ability to manage multiple projects and priorities effectively in a dynamic agency environment, demonstrating strong organizational skills. Preferred Skills:

• Fluency in Arabic, as it is noted as a plus for client interactions.

• Experience working within an advertising or consulting agency environment, understanding client-driven project demands.

• Familiarity with prototyping tools beyond basic mapping, to illustrate service interactions.

• Experience in translating service concepts into detailed operational requirements or product specifications.

📝 Enhancement Note: The requirement for 8+ years of experience and the emphasis on independent facilitation and complex problem-solving position this as a senior-level role, likely requiring significant autonomy and strategic input. The mention of AI tools suggests a forward-thinking approach to design processes.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A curated collection of case studies showcasing your most impactful service design and customer experience projects.

• Detailed examples of end-to-end customer journey maps that clearly illustrate user flows, pain points, and emotional arcs across various touchpoints.

• Comprehensive service blueprints that effectively connect frontstage customer interactions with backstage operational processes, people, systems, and technological dependencies.

• Visualizations of current-state (as-is) and future-state (to-be) service models and business processes, demonstrating your ability to analyze and redesign complex systems.

• Documentation of workshop outputs, including facilitation plans, key insights derived, and decisions made during co-creation and ideation sessions.

• Evidence of research synthesis and the translation of user needs and business objectives into actionable design recommendations.

• Examples of how you have simplified complex operational workflows or service interactions into clear, understandable visual artifacts. Process Documentation:

• Demonstrations of your approach to mapping and documenting existing service operations and user journeys.

• Examples of how you have designed and documented future-state service models, including the integration of digital and physical elements.

• Case studies illustrating your process for identifying inefficiencies and proposing optimized workflows, supported by metrics or qualitative improvements.

• Documentation of how you collaborate with technical and operational teams to ensure the feasibility and successful implementation of designed service experiences.

📝 Enhancement Note: The portfolio is critical for this role, needing to demonstrate not just visual design skills but also a deep understanding of service operations, process analysis, and stakeholder engagement. The emphasis on "as-is" and "to-be" states, along with service blueprints, indicates a need for tangible proof of strategic design capabilities.

💵 Compensation & Benefits

Salary Range: For a senior Service Designer/CX Designer with 8+ years of experience in Riyadh, Saudi Arabia, a competitive annual salary is estimated to range between SAR 250,000 to SAR 400,000. This estimate considers regional market rates for specialized design and consulting roles, the seniority of the position, and the typical compensation structures for contract roles in the advertising and consulting sectors within Saudi Arabia.

Benefits: As a contractor, benefits may vary based on the specific contract terms and local regulations. However, typical benefits for contract positions in this region often include:

• Competitive project-based compensation.

• Potential for contract extension or conversion to permanent roles based on performance and business needs.

• Exposure to a diverse range of clients and industries, offering broad project experience.

• Opportunities to work on high-impact projects shaping customer experiences for leading brands.

• Professional development opportunities through client engagements and team collaboration.

• Potential for per diem or travel allowances if client site requirements extend beyond standard commuting.

Working Hours: While a standard full-time work week is typically 40 hours, the nature of consulting and client-facing roles may require flexibility. This could involve occasional extended hours to meet project deadlines, client workshop schedules, or urgent client needs. The role is explicitly stated as on-site, indicating a commitment to working from client locations or a designated office space in Riyadh.

📝 Enhancement Note: Salary is estimated based on industry benchmarks for senior-level service design/CX roles in major Middle Eastern hubs like Riyadh, considering the contractor employment type. Benefits for contractors are generally less standardized than for full-time employees, so specific contract details are crucial.

🎯 Team & Company Context

🏢 Company Culture

Industry: Advertising & Marketing Services. Brainlake Advertising LLC operates within the dynamic advertising and marketing sector, implying a fast-paced, client-centric, and creative environment. This context suggests a focus on delivering innovative solutions that drive client success and brand impact.

Company Size: While not explicitly stated, the use of "LLC" and the nature of advertising agencies often suggest a medium-sized to large organization with specialized departments. For operations professionals, this can mean a structured environment with established processes but also potential for agility and direct impact.

Founded: Founded in 2018, Brainlake is a relatively young agency. This suggests a culture that may be more agile, growth-oriented, and open to adopting new methodologies and technologies compared to more established, traditional firms.

Team Structure:

• The Service Design/CX team likely operates as a specialized unit within the agency, potentially collaborating closely with strategy, creative, UX, and account management teams.

• Reporting likely goes to a Head of Design, Chief Strategy Officer, or a senior client lead, depending on the project structure.

• Cross-functional collaboration is a cornerstone of agency work; expect to work with diverse teams on client projects, requiring strong communication and integration skills. Methodology:

• Brainlake's approach is likely client-driven, focusing on understanding client objectives and translating them into impactful advertising and service design solutions.

• Expect a blend of established design thinking methodologies and innovative approaches, possibly incorporating emerging technologies like AI to enhance service delivery.

• Emphasis will be placed on research-backed insights, creative problem-solving, and delivering tangible results for clients.

Company Website: https://brainlake.com/

📝 Enhancement Note: The company's founding date and industry suggest a modern, adaptive agency environment. The role of a Service Designer/CX Designer within an advertising context implies a strong focus on client outcomes and creative problem-solving that connects brand strategy with customer experience.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a Senior CX / Service Designer. It requires a high degree of autonomy, strategic input, and the ability to lead complex design initiatives. Professionals in this role are expected to mentor junior team members, independently manage client relationships on design-specific matters, and contribute significantly to the agency's service design capabilities. The scope involves end-to-end service design, from research and analysis to future-state design and recommendation.

Reporting Structure: The Senior CX / Service Designer will likely report to a Design Director, Head of Strategy, or a senior client services lead. They will collaborate extensively with cross-functional teams including UX designers, researchers, business analysts, account managers, and creative teams, requiring strong interpersonal and stakeholder management skills.

Operations Impact: The impact of this role is significant, directly influencing the client's customer experience strategy and operational effectiveness. By designing improved services and journeys, the role contributes to enhanced customer satisfaction, increased operational efficiency, brand loyalty, and ultimately, client business growth and revenue. The agency's success is directly tied to the positive impact delivered to its clients.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of service design, such as digital service transformation, AI integration in services, or sector-specific service innovation.

• Leadership: Progress into a Lead Service Designer, Design Director, or Head of CX role, managing teams, client portfolios, and agency-wide design strategy.

• Business Development: Contribute to agency growth by developing new service design offerings, participating in client pitches, and building strong client relationships.

• Skill Expansion: Gain exposure to a wide array of industries and business challenges, broadening your consulting and problem-solving toolkit.

📝 Enhancement Note: The role's seniority implies a path towards leadership and strategic influence within the agency, with opportunities to shape both client solutions and internal service design practices.

🌐 Work Environment

Office Type: The role is explicitly "on-site" and involves working "with clients." This suggests a hybrid environment where work may be conducted from Brainlake's office, client offices, or potentially a combination, depending on project needs and client location. The emphasis is on in-person collaboration and client engagement.

Office Location(s): Riyadh, Saudi Arabia. This location is central to serving clients within the Kingdom and potentially the wider GCC region. Accessibility will depend on the specific office or client site location within Riyadh.

Workspace Context:

• Collaborative: Expect a dynamic agency setting that encourages brainstorming, co-creation, and frequent interaction with diverse teams (strategy, creative, account management, UX).

• Tool-Rich: Access to modern design and collaboration software (Figma, Miro, Lucidchart) and potentially AI-powered tools will be standard.

• Client-Focused: A significant portion of time may be spent on client premises, requiring adaptability to different corporate cultures and working styles.

Work Schedule: The standard working hours are likely around 40 hours per week. However, agency work, especially on client projects, often demands flexibility. This may include occasional longer days or weekend work to meet critical deadlines, facilitate client workshops, or respond to urgent client requests. The on-site requirement means a commitment to being physically present during working hours.

📝 Enhancement Note: The "on-site with clients" requirement is a key differentiator, pointing to a hands-on, client-facing consulting role rather than a purely remote or office-based position. This necessitates strong interpersonal skills and adaptability.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV and portfolio by the recruitment team to assess alignment with the core requirements (8+ years experience, key skills, portfolio examples).

• Hiring Manager/Team Interview: An in-depth discussion focusing on your experience, approach to service design, workshop facilitation examples, and how you handle complex client challenges. Expect behavioral questions and scenarios.

• Portfolio Presentation: A dedicated session where you will present 1-2 case studies from your portfolio, demonstrating your process, key decisions, outcomes, and impact. This is a crucial step to showcase your strategic thinking and communication abilities.

• Workshop Simulation/Case Study: You may be asked to participate in a short, simulated workshop or tackle a mini-case study to assess your facilitation, problem-solving, and design thinking skills in real-time.

• Final Interview: Potentially with senior leadership to discuss cultural fit, strategic alignment, and long-term vision.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 projects that best showcase your end-to-end service design process, complexity, and impact. Prioritize projects that demonstrate journey mapping, service blueprinting, and workshop facilitation.

• Tell a Story: For each case study, clearly articulate the client's challenge, your role, your methodology (research, analysis, design), key insights, the solutions you developed, and the tangible outcomes or impact achieved. Use visuals effectively.

• Highlight Process: Emphasize your thinking process, decision-making rationale, and how you navigated challenges. Demonstrate your ability to simplify complexity.

• Showcase Collaboration: Include examples of how you collaborated with stakeholders, clients, and cross-functional teams.

• Tailor to Brainlake: If possible, try to infer what types of clients or challenges Brainlake typically handles and highlight relevant experience.

Challenge Preparation:

• Practice Facilitation: Rehearse leading a short, hypothetical workshop session. Focus on setting objectives, engaging participants, managing different perspectives, and driving towards actionable outcomes.

• Process Mapping: Be ready to quickly sketch out a process or journey map for a given scenario, demonstrating your ability to think visually and structurally.

• Problem Framing: Practice articulating a problem statement and outlining a strategic approach to solving it from a service design perspective.

📝 Enhancement Note: The portfolio presentation is likely the most critical part of the evaluation. Candidates should be prepared to articulate their process, strategic rationale, and the impact of their work with clarity and confidence.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Collaboration: Figma, FigJam (for collaborative design, prototyping, and whiteboarding), Miro, Lucidchart (for process mapping, journey mapping, and service blueprinting). Proficiency in at least one of each category is essential.

• Prototyping: While not explicitly mentioned as a primary requirement, familiarity with prototyping tools (e.g., InVision, Adobe XD, or even advanced Figma features) can be beneficial for visualizing service interactions.

• AI-Powered Tools: Candidates are expected to be up-to-date with and willing to adopt AI tools that assist in research synthesis, analysis, ideation, documentation, and design activities. This could include AI-assisted research platforms, generative AI for ideation, or AI-powered summarization tools.

Analytics & Reporting:

• While not the primary focus, an understanding of how to interpret analytics to inform service design and measure impact is valuable. Familiarity with tools that track user behavior, customer feedback, and operational performance metrics would be advantageous. CRM & Automation:

• Experience working with or designing for systems that support customer interactions (e.g., CRM systems, customer support platforms) is beneficial. Understanding how automation can enhance service delivery and operational efficiency is also important.

📝 Enhancement Note: The explicit mention of Figma, FigJam, Miro, and Lucidchart indicates these are core tools. The emphasis on AI tools suggests a modern approach and a need for adaptability to new technologies that enhance design efficiency.

👥 Team Culture & Values

Operations Values:

• Client-Centricity: A paramount value in an agency setting, ensuring all design efforts are focused on meeting client objectives and delivering exceptional customer experiences for their brands.

• Innovation & Creativity: A drive to explore new ideas, leverage emerging technologies (like AI), and develop novel solutions that differentiate clients.

• Collaboration & Teamwork: A strong emphasis on working effectively within multidisciplinary teams, valuing diverse perspectives, and fostering a supportive environment for co-creation.

• Data-Driven Decision Making: Using research, analytics, and user insights to inform design strategies and recommendations, ensuring solutions are grounded in evidence.

• Excellence & Impact: A commitment to high-quality work, delivering tangible results, and making a significant positive impact on client businesses and their customers.

Collaboration Style:

• Cross-Functional Integration: Actively engaging with strategy, creative, UX, account management, and client teams to ensure holistic service design and seamless project execution.

• Open Communication: Fostering an environment where ideas can be shared freely, feedback is constructive, and diverse stakeholder perspectives are considered.

• Workshop-Driven: Utilizing facilitated workshops as a key method for collaborative problem-solving, ideation, and decision-making.

• Agile & Adaptive: Being flexible and responsive to client needs, project changes, and evolving market dynamics, with a willingness to iterate and refine designs.

📝 Enhancement Note: The culture likely reflects a fast-paced advertising agency environment, emphasizing client success, creative solutions, and collaborative execution.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Client Demands and Design Integrity: Navigating diverse client expectations, tight deadlines, and sometimes conflicting priorities while maintaining high standards of service design quality and user advocacy.

• Translating Complexities: Simplifying intricate business processes, operational systems, and user behaviors into clear, actionable designs and recommendations that resonate with varied stakeholder levels.

• Adoption of New Technologies: Staying ahead of the curve with evolving AI tools and digital technologies, and effectively integrating them into the design process to enhance efficiency and outcomes.

• Cross-Disciplinary Collaboration: Effectively bridging communication and understanding between design, technology, business, and marketing teams to ensure cohesive service delivery.

Learning & Development Opportunities:

• Industry Exposure: Gaining broad experience across multiple industries and client types, enhancing your understanding of diverse business challenges and user contexts.

• Methodology Advancement: Opportunities to refine and expand your expertise in cutting-edge service design methodologies, AI applications in design, and advanced facilitation techniques.

• Mentorship & Leadership: Potential to mentor junior designers, lead project teams, and contribute to the strategic direction of Brainlake's service design practice.

• Professional Networking: Building a strong network through client engagements and industry interactions, opening doors for future opportunities.

📝 Enhancement Note: The challenges are typical of senior consulting roles in a dynamic agency setting, emphasizing adaptability, strategic thinking, and strong stakeholder management. Growth opportunities are focused on expanding expertise and leadership.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to design a service that spans both digital and physical touchpoints. What were the key challenges, and how did you ensure a seamless experience?" (Focus on your process, integration strategies, and outcome.)

• "Walk us through your approach to facilitating a workshop with senior stakeholders who have differing opinions on a future service vision. How do you ensure alignment and drive towards decisions?" (Highlight your facilitation techniques, conflict resolution, and outcome-oriented approach.)

• "How do you identify and prioritize opportunities for service improvement within a complex operational environment? Provide an example." (Demonstrate your analytical skills, ability to map processes, and strategic thinking.)

• "How do you leverage AI tools in your service design workflow? Can you give an example of how it accelerated your process or improved an outcome?" (Show your willingness to adopt new tech and articulate its practical benefits.) Company & Culture Questions:

• "What do you know about Brainlake Advertising and our approach to client solutions?" (Research their website, case studies, and any recent news.)

• "How do you see your service design expertise contributing to an advertising agency's success?" (Connect your skills to client objectives, brand experience, and marketing strategy.)

• "Describe your ideal collaborative environment. How do you integrate with other disciplines like creative, strategy, and account management?" (Emphasize teamwork, communication, and understanding of agency dynamics.) Portfolio Presentation Strategy:

• Structure: Begin with the client's challenge, your role, and the project objectives. Clearly outline your methodology (research, analysis, design phases). Present key insights and artifacts (journey maps, blueprints) with explanations. Detail the proposed future-state solution and its anticipated impact. Conclude with lessons learned and how you measured success.

• Visuals: Ensure your slides are clean, professional, and visually engaging. Use high-quality images of your artifacts and keep text concise.

• Storytelling: Weave a narrative that highlights your problem-solving journey, your strategic thinking, and your ability to translate complex ideas into clear, actionable solutions that deliver value.

• Interactivity: Be prepared to answer questions throughout your presentation and engage in a discussion about your work, demonstrating your depth of understanding and strategic thinking.

📝 Enhancement Note: Interviews will likely probe deeply into your practical experience, your ability to manage complexity, and your communication skills. The portfolio presentation is a critical opportunity to showcase your strategic design capabilities and client-facing acumen.

📌 Application Steps

To apply for this CX / Service Designer position:

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

• Portfolio Customization: Select 2-3 of your strongest service design case studies that clearly demonstrate your expertise in journey mapping, service blueprinting, workshop facilitation, and end-to-end service design. Ensure these showcase your ability to analyze current-state processes and design future-state solutions.

• Resume Optimization: Tailor your resume to highlight your 8+ years of experience in Service Design/CX, emphasizing keywords like "service blueprint," "journey mapping," "workshop facilitation," "stakeholder management," "process analysis," and "AI tools." Quantify achievements where possible, focusing on the impact you delivered.

• Interview Preparation: Practice articulating your design process, decision-making rationale, and the outcomes of your key projects. Prepare to present your portfolio confidently and engage in discussions about hypothetical scenarios. Rehearse leading a brief, simulated workshop.

• Company Research: Familiarize yourself with Brainlake Advertising LLC by exploring their website, recent projects, and client portfolio. Understand their agency model and how service design fits into their offerings, particularly within the advertising and marketing context.

⚠️ 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.

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