CX / Service Designer

📍 Job Overview

Job Title: CX / Service Designer

Company: Brainlake Advertising LLC

Location: Dubai, Dubai, United Arab Emirates

Job Type: CONTRACTOR

Category: Service Design / Customer Experience Operations

Date Posted: 2026-09-18

Experience Level: Mid-Senior (8+ Years)

Remote Status: On-site

🚀 Role Summary

• This role is pivotal in analyzing and enhancing end-to-end customer and service experiences, focusing on the intersection of people, processes, systems, and touchpoints within an advertising context.

• The CX / Service Designer will be responsible for diagnosing current service operations, identifying inefficiencies, and architecting future-state service models that align with business objectives and user needs.

• A key aspect of this role involves deep collaboration with clients, users, and internal cross-functional teams to uncover pain points and opportunities, translating complex challenges into clear, actionable design solutions.

• The position demands a hands-on approach, requiring the ability to seamlessly integrate customer experience strategy, service design principles, user research methodologies, and business process thinking to drive impactful improvements.

📝 Enhancement Note: While the job title is "CX / Service Designer," the core responsibilities and required experience strongly indicate a role that bridges design strategy with operational execution. This implies a need for a candidate who can not only design ideal future states but also understand and articulate the operational realities and process changes required to achieve them. The emphasis on "business process thinking," "operational realities," and "service models" suggests a strong grounding in operations that underpins the design work.

📈 Primary Responsibilities

• Conduct in-depth research, including stakeholder interviews and user studies, to thoroughly understand customer needs, behavioral patterns, business objectives, and operational challenges within the advertising and client service landscape.

• Analyze existing service delivery frameworks and business processes to pinpoint friction points, operational inefficiencies, service gaps, and strategic opportunities for enhancement.

• Develop comprehensive end-to-end customer journey maps that span both digital interactions and physical touchpoints, identifying critical moments of truth and areas for experience optimization.

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

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

• Plan, structure, and expertly facilitate client and cross-functional team workshops covering discovery, journey mapping, co-creation, ideation, prioritization, and future-state design.

• Effectively lead workshop discussions, manage diverse stakeholder perspectives, and translate workshop outputs into actionable insights, defined decisions, and clear next steps for implementation.

• Translate complex business and operational workflows into easily understandable visual process maps and robust service models.

• Collaborate closely with UX designers, researchers, business analysts, product teams, and other specialists to ensure service concepts are effectively translated into deliverable and integrated experiences.

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

• Define and articulate clear recommendations and strategic opportunities to guide subsequent product development, UX design, operational enhancements, and technology decisions.

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

📝 Enhancement Note: The responsibilities emphasize a strong focus on process analysis and operational integration, which are critical for a Service Designer in an agency setting. The candidate will need to demonstrate a robust understanding of how service design translates into tangible operational improvements and client value. The mention of "service models" and "operational realities" suggests that the role requires not just conceptual design but also practical consideration of implementation feasibility.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Design, Human-Computer Interaction (HCI), Business, Psychology, or a related field. A Master's degree or equivalent practical experience is often beneficial for senior roles. Experience:

• A minimum of 8 years of progressive, hands-on experience specifically within Service Design, Customer Experience (CX) design, or a closely related operational design discipline.

• Proven track record of successfully mapping complex, end-to-end customer journeys across diverse digital and physical touchpoints within client-facing environments.

• Demonstrated expertise in creating and utilizing key service design artifacts such as customer journey maps, service blueprints, experience maps, and detailed process flows.

• Substantial experience in mapping both current-state (as-is) and future-state (to-be) services and operational processes, with a clear understanding of the transition required. Required Skills:

• Service Design & CX Strategy: Deep understanding and practical application of service design principles, customer-centric design methodologies, and CX best practices within a business context.

• Journey Mapping & Service Blueprinting: Advanced proficiency in creating detailed customer journey maps and comprehensive service blueprints that connect user experience with operational execution.

• Workshop Facilitation: Proven ability to independently plan, structure, and lead highly effective workshops with clients and senior stakeholders, covering discovery, co-creation, ideation, and strategic design.

• Research & Analysis: Strong skills in qualitative and quantitative research, stakeholder interviews, user research synthesis, and uncovering actionable customer insights and pain points.

• Process Mapping & Business Analysis: Ability to analyze complex business processes, identify inefficiencies, and translate them into clear visual maps and actionable service models.

• Collaboration & Communication: Exceptional presentation, storytelling, and stakeholder communication skills, with the ability to articulate complex ideas clearly to diverse audiences.

• Design & Collaboration Tools: High proficiency with modern service design, research, mapping, prototyping, and collaboration tools, including Figma, FigJam, Miro, and Lucidchart, or equivalent platforms.

• AI Tool Integration: Experience and a proactive approach to utilizing AI tools to accelerate research synthesis, analysis, ideation, documentation, and design activities, while maintaining critical human oversight.

Preferred Skills:

• Arabic Language Proficiency: Fluency in Arabic is a significant advantage, facilitating deeper engagement with local clients and stakeholders.

• Advertising/Agency Experience: Prior experience working within an advertising agency or a similar client-service-oriented environment.

• Prototyping Skills: Experience in rapid prototyping for service concepts to test and validate design ideas.

• Agile Methodologies: Familiarity with Agile development processes and how service design integrates within them.

📝 Enhancement Note: The "8 years of hands-on experience" requirement, coupled with the complexity of responsibilities, positions this as a senior-level role. Candidates should highlight their experience in leading design initiatives and influencing strategic decisions, rather than just executing tasks. The emphasis on AI tools suggests a forward-thinking approach to design operations.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies of Impact: Showcase at least 3-5 detailed case studies demonstrating end-to-end service design projects. Each case study should clearly outline the problem, your role, the methodologies used (research, mapping, facilitation), the solutions designed, and quantifiable outcomes or improvements achieved.

• Journey Maps & Service Blueprints: Include examples of complex customer journey maps and detailed service blueprints that illustrate your ability to connect user experience with operational realities, including backstage processes, systems, and people.

• Workshop Outputs: Present examples of workshop outputs and how you facilitated decision-making and translated ideation into actionable plans, demonstrating your facilitation skills.

• Process Flow Diagrams: Feature examples of current-state (as-is) and future-state (to-be) process maps or service models that visualize complex workflows and highlight design interventions.

• Tool Proficiency Showcase: Briefly mention or visually represent the tools used (Figma, Miro, Lucidchart, etc.) within your case studies to demonstrate your technical capabilities.

Process Documentation:

• Workflow Design & Optimization: Demonstrate your ability to document existing workflows, identify bottlenecks, and design optimized future-state processes that enhance efficiency and customer satisfaction.

• Implementation & Automation: Provide examples or discuss your approach to translating service designs into implementable operational plans, considering automation opportunities and system integrations.

• Measurement & Analysis: Showcase how you define metrics and analyze the performance of designed services and processes, illustrating your data-driven approach to continuous improvement.

📝 Enhancement Note: For a senior Service Design role, the portfolio should not just be a collection of deliverables but a narrative showcasing strategic thinking and impact. The emphasis on "operational realities," "systems," and "people" means the portfolio needs to demonstrate an understanding of how design translates into practical operational changes, not just aesthetic or user-facing improvements.

💵 Compensation & Benefits

Salary Range:

• Based on industry benchmarks for a Senior Service Designer / CX Designer with 8+ years of experience in Dubai, the estimated salary range is AED 25,000 - AED 35,000 per month. This range accounts for the contractor employment type and the specialized skill set required. Benefits:

• Contractor Engagement: Opportunity to work on diverse projects across various industries for a leading advertising agency.

• Professional Development: Exposure to cutting-edge design methodologies and AI tools, with potential opportunities for learning and skill enhancement.

• Collaborative Environment: Work within a dynamic team of creative and strategic professionals.

• Client Exposure: Direct engagement with high-profile clients, providing valuable experience and networking opportunities.

• Flexibility: While on-site, the nature of contract work may offer some flexibility in project scope and duration.

Working Hours:

• Standard full-time hours, estimated at 40 hours per week, with potential for project-specific adjustments. The role requires on-site presence and flexibility to adapt to client and project demands.

📝 Enhancement Note: As this is a contractor role, benefits are typically less comprehensive than permanent positions. Salary estimates are based on research for similar roles in Dubai, considering experience level, industry (advertising/consulting), and employment type. The range provided is an approximation, and actual compensation will depend on the candidate's specific experience, negotiation, and the project's scope.

🎯 Team & Company Context

🏢 Company Culture

Industry: Advertising & Marketing Services. Brainlake Advertising LLC operates within a fast-paced, client-centric industry that demands creativity, strategic thinking, and a deep understanding of consumer behavior and market trends. This environment requires adaptability and a proactive approach to problem-solving.

Company Size: While specific current employee numbers are not provided, the LLC structure and the need for specialized roles like this suggest a growing agency, likely ranging from 50-200 employees, focusing on specialized creative and strategic services.

Founded: The company was founded to provide innovative advertising solutions. Its establishment likely reflects a commitment to modern marketing strategies and client-focused service delivery.

Team Structure:

• The Service Designer will likely be part of a broader Strategy, Design, or Client Services department, collaborating closely with UX Designers, Researchers, Business Analysts, Account Managers, and Creative Teams.

• Reporting is expected to be to a Head of Strategy, Design Director, or a Senior Project Lead, depending on the organizational structure for client engagements.

• Cross-functional collaboration is paramount, requiring the ability to work effectively with diverse teams to integrate service design thinking into client solutions. Methodology:

• Data-Driven Insights: Emphasis on leveraging research, analytics, and user feedback to inform design decisions and strategic recommendations.

• Agile & Iterative Design: Adoption of iterative design processes to quickly test, learn, and refine service concepts and operational models.

• Client-Centric Approach: A core methodology focused on understanding and exceeding client expectations through tailored, impactful solutions.

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

📝 Enhancement Note: The description of Brainlake as an advertising agency implies a dynamic, client-facing environment. The Service Designer's role will be crucial in ensuring that client experiences, from initial engagement through service delivery, are seamless and effective. The "YALLA!" call to action suggests a culture that values initiative and urgency.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level role, requiring significant autonomy and expertise. The position is positioned for individuals who can lead design initiatives, mentor junior team members (potentially), and directly influence client strategies and operational frameworks. It's a hands-on role for an experienced practitioner rather than a purely managerial one.

Reporting Structure: The Service Designer will likely report to a senior leadership position within the strategy or design department, such as a Head of Strategy, Design Director, or Chief Creative Officer, depending on the agency's structure. They will also work closely with Project Managers and Account Directors on client-specific initiatives.

Operations Impact: The impact of this role is significant, directly influencing client satisfaction, operational efficiency within service delivery, and the overall effectiveness of the agency's offerings. By improving service design, the role contributes to client retention, new business acquisition, and the agency's reputation for delivering high-quality, user-centered solutions.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of service design, such as AI-driven service innovation, complex B2B service models, or digital transformation within the advertising sector.

• Leadership Development: Transition into leading design teams, managing larger client engagements, or taking on strategic advisory roles within the agency.

• Industry Exposure: Gain broad experience across diverse client industries, enhancing adaptability and strategic problem-solving capabilities.

• Mentorship: Opportunity to mentor junior designers and contribute to the agency's design practice development.

📝 Enhancement Note: The role's "relatively senior, hands-on" description suggests growth paths that could involve deeper specialization in service design, potential leadership of design initiatives, or transitioning into more strategic client advisory roles. The contractor status might influence long-term career trajectory compared to a permanent role, but the experience gained would be highly valuable.

🌐 Work Environment

Office Type: The role requires on-site work, suggesting a professional office environment typical of an advertising agency, likely featuring collaborative spaces, meeting rooms, and individual workstations.

Office Location(s): The role is based in Dubai, a major international business hub. Specific office details would be available upon inquiry, but it's expected to be in a professional business district.

Workspace Context:

• Collaborative Hub: The workspace is designed to foster collaboration among creative professionals, strategists, and account teams, facilitating brainstorming and co-creation sessions.

• Tool Access: Access to essential design and collaboration software (Figma, Miro, etc.) and potentially client-specific platforms required for project work.

• Client Interaction: Frequent opportunities for direct interaction with clients, both within the agency's office and potentially at client sites, requiring professional presentation and communication.

Work Schedule:

• Standard professional working hours are expected, likely around 40 hours per week. However, the demanding nature of agency work and client deadlines may necessitate flexibility and occasional extended hours. The contractor role might offer some negotiation on specific working patterns.

📝 Enhancement Note: The on-site requirement in Dubai emphasizes the need for candidates to be based in or willing to relocate to the UAE. The collaborative nature of agency work means the physical workspace is designed to support team interaction and client presentations.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV and portfolio by the recruitment team or hiring manager to assess qualifications and alignment with the role's requirements.

• Portfolio Presentation & Discussion: A dedicated session where you will present your portfolio, walking through key case studies. Expect in-depth questions about your process, decision-making, impact, and how you handle complex operational challenges.

• Skills-Based Interview: A discussion focused on your experience with service design methodologies, customer journey mapping, service blueprinting, workshop facilitation, and your approach to stakeholder management and problem-solving.

• Cultural Fit Assessment: An opportunity to understand your working style, collaboration approach, and how you align with Brainlake's agency culture and client-focused ethos.

• Client Scenario/Case Study (Potential): You might be given a hypothetical client scenario or a small project to work on, demonstrating your design thinking and problem-solving skills under pressure.

Portfolio Review Tips:

• Narrative Structure: Frame each case study as a story with a clear beginning (problem), middle (your process and solutions), and end (impact and outcomes).

• Focus on Process & Impact: Clearly articulate your role, the methodologies you employed, the insights you uncovered, and the tangible results or improvements achieved. Quantify impact wherever possible (e.g., efficiency gains, improved customer satisfaction scores, reduced friction points).

• Showcase Operational Understanding: Highlight how your designs considered people, processes, and systems. Include examples of service blueprints or process maps that demonstrate this understanding.

• Tool Proficiency: Briefly mention the tools used and how they enabled your work, especially demonstrating proficiency with Figma, Miro, and AI tools.

• Tailor to the Role: Emphasize projects that align with the advertising/client services industry and highlight your experience with workshop facilitation and stakeholder management.

Challenge Preparation:

• Workshop Simulation: Be prepared to discuss how you would approach a discovery or co-creation workshop for a hypothetical client challenge.

• Problem-Solving Scenarios: Anticipate questions about how you would diagnose a complex service issue or design a future-state experience for a specific touchpoint.

• AI Integration: Prepare to discuss your experience and perspective on using AI tools in service design and how you maintain quality and ethical considerations.

📝 Enhancement Note: The interview process will heavily weigh your ability to articulate your design process and demonstrate past success through your portfolio. Be ready to discuss the "how" and "why" behind your design choices, especially concerning operational integration and client value.

🛠 Tools & Technology Stack

Primary Tools:

• Figma / FigJam: Essential for wireframing, prototyping, user flows, and collaborative whiteboarding. Proficiency is critical for visual design and ideation.

• Miro / Lucidchart: Key platforms for creating customer journey maps, service blueprints, process flows, empathy maps, and conducting virtual workshops.

• Adobe Creative Suite (Photoshop, Illustrator): Useful for asset creation, visual design refinement, and presentation materials.

Analytics & Reporting:

• User Analytics Platforms (e.g., Google Analytics, Mixpanel): Understanding how to interpret user behavior data to inform design decisions and measure impact.

• Survey & Feedback Tools (e.g., SurveyMonkey, Typeform): For gathering qualitative and quantitative user feedback.

• Business Intelligence Tools (e.g., Tableau, Power BI - basic understanding): To comprehend how service performance is tracked and reported.

CRM & Automation:

• CRM Systems (e.g., Salesforce, HubSpot - awareness): Understanding how customer data is managed and how service design can integrate with CRM processes.

• Workflow Automation Tools (e.g., Zapier, Automation Anywhere - awareness): Familiarity with how automation can streamline service delivery and operational processes.

• AI-Powered Design & Research Tools: Candidates should be up-to-date with emerging AI tools for research synthesis, content generation, ideation, and design assistance.

📝 Enhancement Note: The emphasis on Figma, FigJam, Miro, and Lucidchart indicates a modern, digital-first approach to service design and collaboration. Proficiency with AI tools is a distinct requirement, suggesting the agency is embracing new technologies to enhance efficiency and innovation.

👥 Team Culture & Values

Operations Values:

• Client-Centricity: A core value focused on deeply understanding and exceeding client expectations through innovative and effective service solutions.

• Collaboration & Co-creation: Valuing teamwork and the collective intelligence of cross-functional teams and clients to develop the best possible outcomes.

• Data-Driven Decision Making: A commitment to using research, analytics, and user insights to inform all design and strategic choices.

• Innovation & Adaptability: Encouraging the exploration of new tools, methodologies, and creative approaches to stay ahead in the dynamic advertising landscape.

• Impact & Results: A focus on delivering measurable improvements and tangible value to clients through strategic design interventions.

Collaboration Style:

• Cross-functional Integration: Fostering an environment where designers, strategists, account managers, and creatives work seamlessly together, breaking down silos.

• Open Communication & Feedback: Encouraging honest, constructive feedback and open dialogue to refine ideas and processes.

• Knowledge Sharing: Promoting a culture where team members share insights, best practices, and learnings to elevate collective expertise.

• Proactive Problem-Solving: Encouraging a mindset where challenges are seen as opportunities for creative solutions and process improvement.

📝 Enhancement Note: The agency's culture likely thrives on creativity, client satisfaction, and a fast-paced, collaborative environment. The Service Designer will need to be comfortable working with diverse personalities and stakeholders, championing user-centered design while respecting business and operational constraints.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Client Needs with Operational Realities: Navigating the complexities of client demands, budget constraints, and existing operational frameworks to deliver feasible and impactful service designs.

• Translating Vision into Action: Effectively bridging the gap between future-state design concepts and the practical implementation steps required within client organizations or agency operations.

• Managing Stakeholder Expectations: Facilitating consensus and buy-in among diverse stakeholders with potentially conflicting priorities and perspectives.

• Adapting to Diverse Industries: Quickly understanding the unique operational landscapes and customer needs across various client industries that Brainlake serves.

• Integrating AI Effectively: Staying current with rapidly evolving AI tools and finding practical, ethical, and efficient ways to integrate them into the design and analysis workflow.

Learning & Development Opportunities:

• Advanced Service Design Techniques: Opportunities to deepen expertise in areas like service journey orchestration, omnichannel service strategy, and designing for emerging technologies.

• AI in Design & Operations: Hands-on experience and training with cutting-edge AI tools for research synthesis, ideation, and process optimization.

• Client Strategy Exposure: Gaining exposure to high-level client business challenges and strategic planning within the advertising domain.

• Mentorship & Skill Sharing: Learning from senior colleagues and potentially mentoring junior designers, fostering continuous professional growth.

• Industry Trends: Staying abreast of the latest trends in customer experience, digital transformation, and AI within the advertising and broader business landscape.

📝 Enhancement Note: The challenges highlight the need for a candidate who is not only a strong designer but also a skilled communicator, strategic thinker, and adaptable problem-solver, particularly in bridging design with operational realities. The growth opportunities are geared towards deepening expertise and expanding strategic influence.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to design a service experience that required significant changes to existing operational processes. How did you approach it, and what was the outcome?" (Focus on process mapping, stakeholder buy-in, and implementation challenges.)

• "How would you approach understanding the core needs of a new advertising client that has a complex, multi-channel service delivery model?" (Prepare to discuss discovery methods, stakeholder interviews, and initial mapping techniques.)

• "Walk us through a service blueprint you created. What were the key backstage elements, and how did they impact the frontstage experience?" (Be ready to explain the connections between user-facing elements and operational execution.) Company & Culture Questions:

• "What excites you about working for an advertising agency like Brainlake, and how do you see service design contributing to our clients' success?" (Research Brainlake's work and articulate your value proposition.)

• "How do you stay updated on the latest trends in CX, service design, and AI tools?" (Demonstrate your commitment to continuous learning and innovation.)

• "Describe a situation where you had to influence senior stakeholders or clients to adopt a new service design approach. How did you build consensus?" (Highlight your communication, storytelling, and persuasion skills.) Portfolio Presentation Strategy:

• Select High-Impact Projects: Choose 2-3 projects that best showcase your end-to-end process, from research to implementation considerations, and highlight your impact.

• Emphasize Your Role: Clearly define your contributions, especially in areas of research synthesis, workshop facilitation, and operational integration.

• Visual Storytelling: Use your visuals (maps, blueprints, process flows) to tell a compelling story about the problem, your solution, and the results.

• Quantify Outcomes: Whenever possible, present metrics and data that demonstrate the success of your designs.

• Prepare for Deep Dives: Be ready to answer detailed questions about your decision-making process, the tools you used, and how you handled challenges.

📝 Enhancement Note: The interview will test not just your design skills but your ability to apply them strategically within a client-service context and to articulate that value clearly. Be prepared to discuss the operational implications of your designs and your experience with AI tools.

📌 Application Steps

To apply for this operations position:

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

• Portfolio Curation: Select your most impactful service design case studies, ensuring they clearly demonstrate your end-to-end process, operational considerations, and quantifiable results. Tailor your portfolio to highlight experience in journey mapping, service blueprinting, and workshop facilitation.

• Resume Optimization: Ensure your resume highlights your 8+ years of experience in Service Design/CX, specific skills in relevant tools (Figma, Miro, etc.), and your ability to collaborate with cross-functional teams and clients. Use keywords from the job description.

• Interview Preparation: Practice presenting your portfolio with a focus on storytelling and articulating your strategic thinking. Prepare to discuss your experience with AI tools and how you handle complex operational challenges.

• Company Research: Familiarize yourself with Brainlake Advertising LLC's work, client portfolio, and any publicly available information on their approach to client service and design. Understand their "YALLA!" culture.

⚠️ 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.