Customer Experience Designer (CX)

📍 Job Overview

Job Title: Customer Experience Designer (CX)

Company: Brainlake Advertising LLC

Location: Amman, Amman Governorate, Jordan

Job Type: CONTRACTOR

Category: Customer Experience Design / Service Design

Date Posted: 2026-02-28

Experience Level: Mid-Level (2-5 years)

Remote Status: On-site

🚀 Role Summary

• This role is centered on transforming client visions and strategic objectives into tangible, exceptional customer experiences across various touchpoints.

• It involves deep dives into customer insights through Voice of Customer (VoC) analysis, leveraging tools like NPS, CSAT, and CES to measure and enhance satisfaction.

• The position requires the creation of critical design artifacts such as user personas and end-to-end customer journey maps to visualize and strategize user interactions.

• A key aspect is the development of detailed service blueprints, bridging frontstage and backstage operations to ensure seamless service delivery and identify operational improvements.

📝 Enhancement Note: While the title is "Customer Experience Designer," the responsibilities heavily lean into Service Design principles, focusing on the end-to-end customer journey, operational touchpoints, and service blueprints. The role is also client-facing, requiring strong workshop facilitation and presentation skills, typical of a consultant or agency-side CX/Service Designer. The "CONTRACTOR" employment type suggests a project-based or fixed-term engagement.

📈 Primary Responsibilities

• Lead and facilitate Vision Workshops with client stakeholders to define strategic vision, mission, and guiding principles for customer experience initiatives.

• Establish clear Customer Experience (CX) and business strategic objectives, aligning them with customer needs, service excellence goals, and measurable experience outcomes.

• Design and interpret Voice of Customer (VoC) programs, synthesizing insights from surveys, feedback platforms, customer interviews, behavioral analytics, and service data to pinpoint experience gaps and opportunities.

• Define, track, and interpret key customer experience metrics (e.g., Net Promoter Score - NPS, Customer Satisfaction - CSAT, Customer Effort Score - CES) and analyze customer sentiment to drive service and experience improvements.

• Utilize enterprise CX platforms and analytics tools (such as Medallia, Qualtrics, Adobe Analytics, Hotjar) to analyze customer feedback, monitor experience performance, and support data-informed decision-making.

• Develop research-driven user personas based on qualitative and quantitative insights, clearly articulating customer needs, motivations, behaviors, and expectations.

• Design comprehensive, end-to-end customer journeys across physical and digital channels, adeptly identifying pain points, critical emotional moments, and opportunities for experience enhancement.

• Evaluate and optimize key digital and service touchpoints to ensure a seamless, consistent, and positive omnichannel customer experience.

• Conduct co-creation and validation workshops with internal and client stakeholders to achieve consensus on personas, journeys, service priorities, and experience transformation initiatives.

• Translate CX strategy into detailed service blueprints, meticulously documenting frontstage and backstage interactions, operational processes, required systems, and ownership across the entire service ecosystem.

• Identify operational, process, and technology gaps that negatively impact customer experience and propose actionable, strategic improvement initiatives.

• Clearly and effectively communicate research findings, CX insights, and strategic recommendations to executive stakeholders and diverse cross-functional teams.

📝 Enhancement Note: The responsibilities highlight a strong emphasis on strategic thinking, data analysis, and cross-functional collaboration, moving beyond purely visual design to encompass the operational and strategic aspects of customer experience. The need to "transform client briefings into immersive and intuitive design solutions" suggests a focus on translating business needs into actionable CX strategies.

🎓 Skills & Qualifications

Education:

Experience:

• A minimum of 4+ years of progressive experience in Customer Experience (CX) design or Service Design, ideally within a digital agency or consultancy environment.

• Demonstrated success in managing and delivering end-to-end CX initiatives, encompassing research, strategy development, design, user testing, and implementation phases.

Required Skills:

• Proven ability to facilitate Vision Workshops and co-creation sessions with diverse client stakeholders.

• Expertise in designing and interpreting Voice of Customer (VoC) programs and analyzing customer feedback data.

• Proficiency in defining and measuring key CX metrics such as NPS, CSAT, and CES.

• Skilled in developing comprehensive User Personas and mapping detailed Customer Journeys.

• Experience in creating Service Blueprints that illustrate frontstage and backstage operational flows.

• Excellent written and verbal communication skills, with the ability to present complex insights and strategies clearly to executive audiences.

• Strong organizational skills with a meticulous attention to detail and a critical thinking mindset.

Preferred Skills:

• Fluency in Arabic is considered a significant advantage, given the location and potential client base.

• Familiarity with enterprise CX platforms such as Medallia, Qualtrics, or similar.

• Experience with web analytics tools like Adobe Analytics or Hotjar for behavioral insights.

• Familiarity with AI-powered research and design tools is a plus, indicating an interest in cutting-edge methodologies.

📝 Enhancement Note: The experience requirement of "4+ years" places this role firmly in the mid-level to senior-mid-level range for a designer. The emphasis on both strategic definition and practical design artifacts (personas, journeys, blueprints) indicates a need for a well-rounded CX professional who can operate at both a conceptual and tactical level. The mention of Arabic as a plus suggests the agency serves a regional market.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A curated portfolio demonstrating a robust process for end-to-end CX and Service Design initiatives.

• Case studies should clearly articulate the business problem or client brief, the research and discovery phase, your role and contributions, the design solutions developed (personas, journeys, blueprints), and the measurable impact or outcomes.

• Evidence of workshop facilitation and co-creation with stakeholders, showcasing your ability to guide teams toward strategic alignment.

• Documentation of how you've identified and addressed experience gaps through process or system improvements.

Process Documentation:

• Showcase your approach to defining strategic CX objectives and aligning them with business goals.

• Provide examples of how you have designed and executed VoC programs and leveraged the insights gained.

• Illustrate your methodology for customer journey mapping and service blueprint creation, detailing the tools and techniques used.

• Demonstrate your ability to present CX insights and recommendations effectively to diverse audiences, including executive leadership.

📝 Enhancement Note: For a CX Designer role, the portfolio is paramount. It's not just about the final designs but the rigorous process behind them. Candidates should be prepared to walk through their thought process, detailing how they gathered insights, made design decisions, and measured impact. The emphasis on "client briefings" implies the portfolio should also reflect an understanding of agency work and client management.

💵 Compensation & Benefits

Salary Range:

Benefits:

• As a contractor, benefits may be limited and project-dependent.

• Potential benefits could include:

  • Competitive contractor rate.
  • Flexible working arrangements (though the role is listed as on-site).
  • Opportunity to work on diverse client projects within the advertising and digital space.
  • Professional development opportunities through exposure to various client challenges and industries.

Working Hours:

• The standard working hours for a contractor in this role are likely to be around 40 hours per week, aligning with typical full-time employment benchmarks. However, project demands might occasionally require flexibility or extended hours, especially when meeting client deadlines.

📝 Enhancement Note: The salary estimation is based on general market rates for experienced design professionals in Amman, Jordan, considering the contractor status. It's crucial for candidates to research current market compensation for similar roles in Jordan and be prepared to negotiate based on their experience and the project's scope. The lack of specific benefits listed suggests that compensation will be a primary focus for contractors.

🎯 Team & Company Context

🏢 Company Culture

Industry: Advertising & Marketing Services

Company Size: Small to Medium-sized Business (SMB) - Based on LinkedIn data, Brainlake Advertising LLC likely falls into the 11-50 employee range, indicating a focused and potentially agile team structure.

Founded: While not explicitly stated, Brainlake Advertising LLC appears to be a growing agency.

Team Structure:

• The CX Designer will likely be part of a project-based team, collaborating closely with account managers, strategists, UX/UI designers, and potentially creative directors.

• Reporting structure will likely be to a CX Lead, Head of Strategy, or a Senior Project Manager, depending on the agency's internal organization.

Methodology:

• The agency likely employs agile methodologies for project execution, with a strong focus on client collaboration and iterative design processes.

• Data-driven decision-making is implied through the emphasis on VoC analysis, CX metrics, and analytics.

• Workshop facilitation is a core methodology for strategy alignment and co-creation.

Company Website: https://brainlake.com/

📝 Enhancement Note: Brainlake Advertising LLC operates within the advertising and marketing sector, suggesting a fast-paced, client-centric environment. As an agency, the culture is likely to be collaborative, deadline-driven, and focused on delivering creative and effective solutions for a diverse range of clients. The contractor role implies a need for adaptability and strong self-management.

📈 Career & Growth Analysis

Operations Career Level: Mid-Level CX/Service Designer

This role represents a significant step for a designer looking to specialize in customer experience strategy and service design. It offers the opportunity to work on diverse client challenges, honing skills in research, strategic planning, and stakeholder management.

Reporting Structure:

The CX Designer will likely report to a senior member of the strategy or design team, such as a Head of CX, Strategy Director, or Senior Project Manager. This structure provides mentorship while allowing for significant autonomy in executing design tasks.

Operations Impact:

This role has a direct impact on client success by enhancing customer loyalty, improving conversion rates, and driving client satisfaction through superior experiences. The designer's work will influence client brand perception and ultimately contribute to their business growth, demonstrating the tangible value of strategic CX initiatives.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of CX, such as journey mapping, service blueprinting, or VoC program design.

• Seniority: Progress to a Senior CX Designer or Lead Service Designer role, taking on more complex projects and mentoring junior team members.

• Strategy Focus: Transition into a broader CX Strategy role, focusing more on high-level strategic planning and less on detailed design execution.

• Client Management: Develop stronger client-facing and presentation skills, potentially leading to roles with more direct client advisory responsibilities.

• Industry Breadth: Gain exposure to a wide array of industries through agency client work, broadening your understanding of different market dynamics and customer behaviors.

📝 Enhancement Note: As a contractor role, the "growth" might be more project-specific or lead to future engagements rather than a direct internal promotion path. However, the experience gained in strategic CX and service design is highly transferable and valuable for future career progression in either agency or in-house roles.

🌐 Work Environment

Office Type: Hybrid - While the role is listed as "TELECOMMUTE" in the raw data, the description implies on-site work with requirements like "Lead workshops with client stakeholders" and "Host Experience Workshops." The "hybrid" nature likely means a mix of in-office and client-site work is expected.

Office Location(s): Amman, Jordan. Specific office details would need to be confirmed with the company.

Workspace Context:

• The work environment is likely dynamic and collaborative, typical of an advertising agency.

• Expect to work closely with a multidisciplinary team on various client projects.

• Access to essential design and collaboration tools (Miro, design software) will be provided or expected.

Work Schedule:

• Standard working hours are likely 40 hours per week.

• Flexibility may be required to accommodate client needs or project deadlines, which is common in the agency world.

• The contractor status might offer some flexibility in scheduling, but core project delivery is paramount.

📝 Enhancement Note: The discrepancy between "TELECOMMUTE" and the implied on-site/client-facing nature of the role needs clarification. It's possible the role is remote-eligible within Jordan, with occasional on-site requirements for client meetings or workshops in Amman. Candidates should clarify the exact work arrangement expectations.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A brief call with HR or a recruiter to assess basic qualifications, experience, and cultural fit.

• Portfolio Review & Technical Interview: This is the most critical stage. You will likely present your portfolio, walking through 1-2 key case studies that demonstrate your CX/Service Design process, problem-solving skills, and impact. Be prepared to discuss your role, methodologies, and the outcomes.

• Workshop/Case Study Challenge: You might be asked to complete a short take-home assignment or participate in a simulated workshop exercise to assess your practical skills in journey mapping, persona creation, or problem-solving.

• Stakeholder/Hiring Manager Interview: A more in-depth discussion with the hiring manager or key team members to evaluate strategic thinking, communication skills, and alignment with the agency's values and client-handling approach.

Portfolio Review Tips:

• Tell a Story: Structure your case studies with a clear narrative: problem, approach, solution, and results.

• Highlight Your Role: Be specific about your contributions, especially in team projects. Use "I" statements for your direct actions and "we" for team efforts.

• Showcase Process: Emphasize your methodology – how you conducted research, synthesized insights, facilitated workshops, and iterated on designs.

• Quantify Impact: Whenever possible, include metrics or qualitative evidence of the positive impact of your work (e.g., improved NPS, reduced customer effort, positive user feedback).

• Tailor to the Role: Select case studies that best align with the responsibilities outlined in the job description, particularly those involving client briefings, journey mapping, service blueprints, and workshop facilitation.

Challenge Preparation:

• Practice Miro: Ensure you are comfortable using Miro or similar tools for collaborative design and diagramming.

• Map a Journey: Be ready to quickly map out a hypothetical customer journey for a given scenario.

• Define Personas: Practice creating user personas from limited information.

• Service Blueprint Basics: Familiarize yourself with the components of a service blueprint and how to structure one.

• Client Empathy: Think about how to approach client challenges with business acumen and user empathy.

📝 Enhancement Note: Given this is an agency role, expect the interview process to be rigorous, focusing heavily on practical application and client-readiness. The portfolio is your primary tool for demonstrating your capabilities.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Diagramming: Miro (explicitly mentioned), Figma, Sketch, Adobe XD, Lucidchart (for journey mapping, service blueprints, personas, wireframing).

• CX Measurement & Analytics: Qualtrics, Medallia (mentioned as examples), SurveyMonkey, Google Forms (for VoC programs and surveys).

• Web Analytics: Adobe Analytics, Google Analytics, Hotjar (for understanding user behavior and identifying pain points).

• Collaboration: Slack, Microsoft Teams, Zoom (for team and client communication).

Analytics & Reporting:

CRM & Automation:

• While not explicitly mentioned, familiarity with how CX design integrates with CRM systems (like Salesforce) and marketing automation platforms can be beneficial for understanding the broader ecosystem.

📝 Enhancement Note: The explicit mention of Miro is a strong indicator of the expected tools. Candidates should be comfortable using collaborative online whiteboarding tools for workshop facilitation and design documentation. Familiarity with other tools in the ecosystem is a plus, showing a broader understanding of the CX landscape.

👥 Team Culture & Values

Operations Values:

• Client-Centricity: A primary focus on understanding and meeting client needs while advocating for the end-user's experience.

• Data-Driven Insights: Valuing evidence-based decision-making derived from customer feedback and analytics.

• Collaboration & Co-creation: Emphasizing teamwork and shared ownership in developing solutions.

• Innovation & Creativity: Encouraging novel approaches to problem-solving and design.

• Impact & Measurability: Striving for designs that deliver tangible business outcomes and measurable improvements in customer experience.

Collaboration Style:

• Highly collaborative, involving close work with strategists, account managers, UX/UI designers, and clients.

• Open communication and constructive feedback are likely encouraged to refine designs and strategies.

• The role requires strong interpersonal skills to effectively facilitate workshops and build consensus among diverse stakeholders.

📝 Enhancement Note: Agency culture often thrives on a blend of creativity, client service, and collaborative problem-solving. The values suggest an environment where understanding client objectives and user needs are paramount, driving innovative and measurable solutions.

⚡ Challenges & Growth Opportunities

Challenges:

• Translating Client Briefs: Effectively interpreting diverse and sometimes ambiguous client requirements into actionable CX strategies and designs.

• Balancing Stakeholder Needs: Navigating competing priorities and perspectives among different client stakeholders and internal teams.

• Data Synthesis: Synthesizing large volumes of qualitative and quantitative data into clear, actionable insights.

• Measuring Impact: Quantifying the ROI and impact of CX initiatives, especially in a contractor capacity where long-term tracking might be limited.

• Agency Pace: Adapting to the fast-paced, deadline-driven nature of agency work.

Learning & Development Opportunities:

• Diverse Client Exposure: Working with a variety of clients across different industries offers broad learning experiences.

• Skill Enhancement: Opportunity to deepen expertise in service design, journey mapping, workshop facilitation, and CX analytics.

• Mentorship: Potential to learn from senior strategists and designers within the agency.

• Tool Proficiency: Gaining hands-on experience with leading CX and design collaboration tools.

• Project Management: Developing stronger project management and client communication skills through managing project deliverables.

📝 Enhancement Note: The challenges are typical of agency work, emphasizing the need for resilience, adaptability, and strong problem-solving skills. The growth opportunities are substantial, offering a chance to rapidly build a diverse and valuable skillset in the CX and service design domain.

💡 Interview Preparation

Strategy Questions:

• "How would you approach understanding our client's strategic vision based on their brief?" (Prepare to discuss your workshop facilitation and discovery process.)

• "Describe a time you used Voice of Customer data to identify a critical customer pain point and propose a solution." (Be ready with a specific case study.)

• "How do you ensure your customer journey maps are actionable and lead to tangible improvements?" (Focus on linking insights to strategy and operational changes.)

Company & Culture Questions:

• "What attracts you to Brainlake Advertising LLC and this specific contractor role?" (Research the agency's work and values.)

• "How do you handle feedback on your designs, especially from clients or senior team members?" (Demonstrate openness and a constructive approach.)

Portfolio Presentation Strategy:

• Select 1-2 Strong Case Studies: Prioritize projects that best align with the job description's responsibilities (client briefs, journey mapping, service blueprints, workshop facilitation).

• Structure Your Narrative: Clearly outline the challenge, your process, your specific contributions, the solution, and the outcome (quantified if possible).

• Highlight Methodology: Explain why you chose certain research methods or design approaches.

• Be Prepared for Deep Dives: Anticipate questions about specific design decisions, data interpretation, and stakeholder management.

• Practice Your Delivery: Ensure you can articulate your thoughts clearly and concisely within a given timeframe.

📝 Enhancement Note: Interviews for agency roles often involve practical exercises and a strong emphasis on portfolio presentations. Be prepared to demonstrate not just what you've done, but how you've done it and why.

📌 Application Steps

To apply for this Customer Experience Designer position:

• Submit your application through the provided link on Workable.

• Curate Your Portfolio: Select 1-2 of your most relevant case studies that showcase your expertise in CX strategy, journey mapping, service blueprinting, and workshop facilitation. Ensure your portfolio clearly articulates your process and impact.

• Tailor Your Resume: Highlight keywords from the job description, such as "Customer Experience Design," "Service Design," "Voice of Customer," "Journey Mapping," "Workshop Facilitation," and specific tools like "Miro." Quantify achievements where possible.

• Prepare Your Presentation: Practice walking through your selected portfolio case studies, focusing on clear communication, strategic thinking, and your role in the project. Be ready to articulate how you translate client briefs into design solutions.

• Research Brainlake Advertising LLC: Understand their client portfolio, recent work, and agency values to articulate your interest and cultural fit during the interview process.

⚠️ 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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