Customer Experience Designer (CX)

📍 Job Overview

Job Title: Customer Experience Designer (CX)

Company: Brainlake Advertising LLC

Location: Berlin, Germany

Job Type: CONTRACTOR

Category: Customer Experience (CX) Design / Service Design / Operations Strategy

Date Posted: 2026-02-26T21:19:46.461

Experience Level: 2-5 Years

Remote Status: Hybrid

🚀 Role Summary

• Design and deliver exceptional customer experiences across brand touchpoints, digital products, services, and systems, transforming client needs into intuitive and immersive solutions.

• Lead Vision Workshops and facilitate co-creation sessions to define strategic objectives, ensuring alignment between client vision, customer needs, and measurable experience outcomes.

• Conduct comprehensive Voice of Customer (VoC) analysis using surveys, feedback platforms, interviews, and behavioral analytics to identify key experience gaps and opportunities for improvement.

• Define, track, and interpret critical CX metrics such as NPS, CSAT, and CES to inform data-driven decision-making and drive continuous service and experience enhancements.

• Develop research-driven user personas and map end-to-end customer journeys across physical and digital channels, identifying pain points and moments of truth for optimization.

📝 Enhancement Note: This role, while titled "Customer Experience Designer," has significant overlap with Revenue Operations (RevOps) and Go-To-Market (GTM) operations functions by focusing on the customer journey, identifying operational and technology gaps, and proposing data-driven improvements that directly impact customer satisfaction and loyalty, which are key drivers of sustainable revenue. The emphasis on metrics like NPS, CSAT, and CES, along with journey mapping and service blueprints, is highly relevant to operations professionals seeking to understand and optimize the customer lifecycle.

📈 Primary Responsibilities

• Facilitate strategic Vision Workshops with client stakeholders to explore and define their vision, mission, and guiding principles, ensuring alignment with customer experience objectives.

• Define clear CX and business strategic objectives that are aligned with customer needs, service excellence goals, and measurable experience outcomes.

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

• Define and interpret customer experience metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and customer sentiment analysis to inform service and experience improvements.

• Utilize enterprise CX platforms and analytics tools (e.g., Medallia, Qualtrics, Adobe Analytics, Hotjar) to analyze customer feedback, track experience performance, and support data-driven decision-making for operational enhancements.

• Develop research-driven user personas based on qualitative and quantitative insights, identifying customer needs, motivations, behaviors, and expectations to inform design strategies.

• Design end-to-end customer journeys across physical and digital channels, meticulously identifying pain points, emotional moments, and experience improvement opportunities.

• Identify and evaluate key digital and service touchpoints, ensuring a seamless and consistent omnichannel customer experience that drives retention and advocacy.

• Conduct co-creation and validation workshops with stakeholders to align on personas, journeys, service priorities, and experience transformation initiatives, fostering cross-functional buy-in.

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

• Identify operational, process, and technology gaps that are negatively impacting customer experience and recommend actionable improvement initiatives.

• Clearly communicate research findings, CX insights, and strategic recommendations to executive stakeholders and cross-functional teams through compelling presentations.

📝 Enhancement Note: The responsibilities highlight a strong focus on process definition, analysis, and optimization, which are core tenets of operations roles. The emphasis on translating strategy into actionable blueprints and identifying operational/technology gaps directly aligns with the problem-solving and efficiency-driving nature of Sales Operations, Revenue Operations, and GTM Operations.

🎓 Skills & Qualifications

Education: Not specified, but a Bachelor's degree in Design, Business, Marketing, Psychology, or a related field is typically expected for roles of this nature.

Experience: 4+ years of experience in Customer Experience (CX) Design or Service Design, with a strong preference for candidates with a background in digital agencies. Proven track record in delivering end-to-end CX initiatives from research and strategy through design, testing, and implementation.

Required Skills:

• CX & Service Design Expertise: Deep understanding of CX principles, service design methodologies, and user-centered design practices.

• Journey Mapping & Workshop Facilitation: Proven ability to create comprehensive customer journey maps and effectively facilitate workshops with diverse stakeholder groups.

• Voice of Customer (VoC) Analysis: Proficiency in designing and interpreting VoC programs, including survey design, feedback analysis, and sentiment tracking.

• CX Metrics Definition & Interpretation: Experience in defining, tracking, and analyzing key CX metrics (NPS, CSAT, CES) to derive actionable insights.

• Persona Development: Skill in creating research-driven user personas that capture customer needs, motivations, and behaviors.

• Service Blueprinting: Ability to develop detailed service blueprints that document service ecosystems, processes, and touchpoints.

• Critical Thinking & Problem-Solving: A detail-oriented, analytical mindset with a passion for identifying and solving complex customer experience challenges.

• Communication & Presentation Skills: Excellent verbal and written communication abilities, with a strong capacity to present complex findings and strategic recommendations clearly to stakeholders.

• Design & Diagramming Tools: Proficiency in tools such as Miro, or equivalent platforms for journey mapping, workshop collaboration, and service blueprinting.

Preferred Skills:

• UX Design Background: A solid foundation in User Experience (UX) design principles and practices.

• Digital Agency Experience: Previous experience working within a fast-paced digital agency environment.

• Arabic Language Proficiency: While not explicitly required, Arabic is noted as a plus, suggesting potential for international client work.

• Enterprise CX Platforms: Familiarity with enterprise CX management platforms like Medallia or Qualtrics.

• Analytics Tools: Experience with digital analytics tools such as Adobe Analytics or Hotjar for behavioral data analysis.

• AI-Powered Tools: Familiarity with AI-powered research and design tools is considered a plus, indicating an interest in leveraging emerging technologies.

📝 Enhancement Note: The requirement for 4+ years of experience and specific skills like journey mapping, workshop facilitation, and proficiency in tools like Miro positions this role as a mid-level to senior contributor within the CX/Service Design domain. The preference for agency experience suggests a need for adaptability and client-facing skills. The mention of Arabic as a plus hints at potential client work in the MENA region, which is relevant for understanding diverse customer bases.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• End-to-End CX Initiative Showcase: Demonstrations of at least one complete CX initiative from initial research and strategy development through to design, testing, and implementation. This should highlight your ability to manage the entire project lifecycle.

• Journey Mapping & Persona Examples: Clear examples of customer journey maps and user personas developed based on qualitative and quantitative research, illustrating your analytical and research capabilities.

• Service Blueprint Examples: Visual representations of service blueprints that effectively document frontstage/backstage interactions, operational processes, and system dependencies within a service ecosystem.

• Workshop Facilitation Evidence: Documentation or case studies showcasing your experience in leading vision, co-creation, or validation workshops with stakeholders, demonstrating your ability to drive alignment and gather insights.

• Problem/Solution Case Studies: Detailed examples of identifying experience gaps (operational, process, or technology) and proposing actionable, data-driven solutions with demonstrable impact.

Process Documentation:

• Workflow Design & Optimization: Evidence of designing or optimizing workflows and operational processes to improve customer experience and efficiency, as documented in your project work.

• System Integration & Impact: Examples of how you've considered or integrated technology systems within your CX designs and how these systems support or impact the customer journey.

• Metrics & Measurement Frameworks: Demonstrated ability to define and apply metrics (NPS, CSAT, CES) for measuring the success of CX initiatives and informing continuous improvement.

📝 Enhancement Note: For a role focused on CX design, a portfolio is crucial. Operations professionals often build portfolios around process optimization, system implementation, and quantifiable results. Candidates should frame their CX projects using similar principles, emphasizing how their design initiatives led to operational improvements, efficiency gains, or measurable business outcomes beyond just user satisfaction.

💵 Compensation & Benefits

Salary Range: As this is a contractor role and no specific salary was provided, typical contractor rates for a CX Designer with 4+ years of experience in Berlin, Germany, can range from €45 to €75 per hour, or an equivalent monthly/annual salary of approximately €7,200 to €12,000 gross per month (based on a 40-hour work week). This range can vary significantly based on project scope, duration, specific skill set, and negotiation.

Benefits: As a contractor, formal benefits are typically not provided by the hiring company. Contractors are responsible for their own:

• Health Insurance

• Retirement Planning

• Paid Time Off (Vacation, Sick Leave)

• Tax Contributions

However, Brainlake Advertising LLC may offer certain indirect benefits such as:

• Access to internal training and development resources.

• Opportunities for professional networking within the agency and with clients.

• Potential for long-term engagement or future contract opportunities.

• Flexible working arrangements (hybrid model).

Working Hours: The role specifies a standard 40-hour work week. Given the hybrid nature and contractor status, there may be flexibility in daily scheduling, but overall weekly hours are expected to meet project demands.

📝 Enhancement Note: For contractor roles, salary is typically negotiated hourly or on a fixed-project basis. The provided estimate is based on market research for similar roles in Berlin, Germany, considering the experience level and the nature of the work (CX Design, agency environment). It's crucial for candidates to factor in their own costs for benefits and taxes when evaluating hourly rates.

🎯 Team & Company Context

🏢 Company Culture

Industry: Advertising & Marketing. Brainlake Advertising LLC operates within a dynamic and fast-paced industry focused on creating innovative advertising campaigns and strategic marketing solutions for clients.

Company Size: Information not directly available from the provided data. However, Workable's platform often hosts roles for companies ranging from startups to mid-sized enterprises.

Founded: Not specified in the provided data.

Team Structure:

• CX/Design Team: The Customer Experience Designer will likely be part of a dedicated CX or Service Design team, or potentially integrated within broader creative or strategy departments.

• Reporting: The role will likely report to a Head of CX, Creative Director, or a Senior Strategist.

• Cross-functional Collaboration: This role necessitates close collaboration with account managers, creative teams (designers, copywriters), strategists, data analysts, and client stakeholders to ensure integrated and effective CX solutions.

Methodology:

• Client-Centric Approach: Brainlake likely emphasizes a strong client-centric approach, focusing on understanding client objectives and translating them into impactful creative and strategic solutions.

• Data-Informed Creativity: The role's emphasis on VoC, CX metrics, and analytics suggests a blend of creative ideation supported by data-driven insights.

• Agile & Iterative Processes: Given the agency environment and focus on CX, processes are likely iterative, involving workshops, feedback loops, and continuous refinement.

Company Website: https://jobs.workable.com/company/1Ks6bzaW1zFF62Xr7snSZ6/jobs-at-brainlake-advertising-llc (Note: This is a Workable company profile URL, not necessarily the main company website.)

📝 Enhancement Note: As an advertising agency, Brainlake's culture is likely to be creative, collaborative, and results-oriented. The CX Designer role bridges the gap between creative execution and strategic business outcomes, requiring a blend of user empathy and business acumen. Understanding how the agency translates client needs into actionable design strategies is key.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a mid-level to senior individual contributor, requiring 4+ years of specialized experience in CX/Service Design. It offers the opportunity to lead significant client projects and influence strategic direction.

Reporting Structure: The CX Designer will likely report to a senior leader within the CX, Strategy, or Creative departments, working closely with project managers and account teams.

Operations Impact: The impact of this role is directly tied to enhancing client customer experiences, which in turn drives client satisfaction, retention, and potentially revenue growth for the agency's clients. This role contributes to building a reputation for delivering effective, user-centric solutions.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of CX, such as digital transformation, omnichannel strategy, or AI-driven customer insights.

• Leadership: Progress into senior CX/Service Design roles, potentially leading teams or client accounts, and influencing agency-wide CX best practices.

• Broader Operations Acumen: Develop a stronger understanding of the operational and business implications of CX design, potentially transitioning into broader GTM strategy or operations roles within an agency or client-side.

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

📝 Enhancement Note: While not a traditional "Operations" role, the CX Designer's work in optimizing customer journeys, identifying process/tech gaps, and using data for decision-making provides a strong foundation for a career in GTM or RevOps. Candidates can leverage this experience to showcase their understanding of the end-to-end customer lifecycle and its impact on business objectives.

🌐 Work Environment

Office Type: Hybrid. This indicates a mix of remote work and in-office presence. The specific frequency of in-office days is not detailed but is typical for collaborative roles in agencies.

Office Location(s): Berlin, Germany. This provides a central hub for any required in-person meetings, workshops, or team collaboration sessions.

Workspace Context:

• Collaborative Environment: As an advertising agency, Brainlake likely fosters a collaborative and dynamic work environment, encouraging idea sharing and teamwork.

• Tools & Technology: Access to industry-standard design, diagramming (Miro), and potentially CX analytics tools. The hybrid model implies a need for effective remote collaboration tools as well.

• Client Interaction: The role involves significant interaction with both internal teams and external clients, requiring adaptability and strong interpersonal skills.

Work Schedule: A standard 40-hour work week is expected, with potential for flexibility depending on project deadlines and client needs. The hybrid arrangement allows for a balance between focused remote work and collaborative in-office sessions.

📝 Enhancement Note: The hybrid nature of the role in Berlin suggests a modern work environment that balances flexibility with the need for in-person collaboration, which is essential for creative brainstorming and client workshops in an agency setting.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio to assess experience, skills, and alignment with the role requirements.

• Portfolio Presentation & Discussion: A session where you present your work, highlighting key CX projects, your design process, and the impact of your solutions. Be prepared to discuss your approach to journey mapping, persona development, and service blueprinting.

• Workshop Simulation/Case Study: You may be asked to participate in a mock workshop or tackle a mini-case study related to CX design challenges, demonstrating your facilitation, problem-solving, and strategic thinking skills.

• Behavioral & Cultural Fit Interview: Questions assessing your communication style, collaboration approach, problem-solving abilities, and how you align with the agency's culture and values.

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

Portfolio Review Tips:

• Curate Strategically: Select 2-3 of your strongest, most relevant projects that showcase end-to-end CX initiatives, including research, strategy, design, and outcomes.

• Storytelling is Key: For each project, clearly articulate the client's challenge, your role, your process, the specific tools and methodologies used (e.g., journey mapping, personas, service blueprints), your key insights, and the measurable impact or outcomes.

• Highlight Process & Rationale: Emphasize your thought process behind design decisions, how you used data (VoC, metrics) to inform your work, and why you chose specific tools or approaches.

• Demonstrate Collaboration: If possible, showcase how you collaborated with cross-functional teams or stakeholders.

• Visual Clarity: Ensure your portfolio is visually appealing, easy to navigate, and clearly communicates your expertise. Use diagrams, mockups, and data visualizations effectively.

Challenge Preparation:

• Understand Agency Dynamics: Research Brainlake Advertising LLC, their clients, and their work to understand their style and focus.

• Practice Facilitation: Be ready to articulate your approach to leading workshops and eliciting information from stakeholders.

• CX Frameworks: Refresh your knowledge of key CX frameworks, metrics, and design thinking principles.

• Problem-Solving: Prepare to analyze hypothetical CX challenges and propose structured, data-informed solutions.

📝 Enhancement Note: The portfolio review is critical. Candidates should focus on demonstrating not just design skills, but also strategic thinking, problem-solving capabilities, and the ability to translate insights into actionable plans. For those transitioning from operations, framing CX projects through the lens of process improvement, efficiency gains, and measurable business impact will be highly effective.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Diagramming: Miro (required), or equivalent platforms (e.g., Figma, Sketch, Adobe XD for UX/UI elements if applicable).

• CX Management Platforms: Medallia, Qualtrics (familiarity preferred).

• Analytics & Research Tools: Adobe Analytics, Hotjar (familiarity preferred).

• AI-Powered Tools: Familiarity with AI-powered research and design tools is a plus.

Analytics & Reporting:

• Web Analytics: Adobe Analytics (or similar, e.g., Google Analytics) for understanding user behavior on digital platforms.

• User Feedback Analysis: Tools for analyzing survey data, feedback forms, and potentially sentiment analysis.

• Performance Dashboards: Ability to interpret and present data from CX platforms and analytics tools.

CRM & Automation:

• While not explicitly mentioned as a primary tool for this role, an understanding of how CRM systems (e.g., Salesforce, HubSpot) and marketing automation platforms interact with customer experience is beneficial.

📝 Enhancement Note: Proficiency in Miro is explicitly stated as required, making it a key tool to highlight. Familiarity with enterprise CX platforms and analytics tools is also important, indicating an expectation for data-driven insights and system utilization. For operations professionals, mapping these tools to their existing experience with CRM, marketing automation, and BI tools is key.

👥 Team Culture & Values

Operations Values:

• Client Focus: A deep commitment to understanding and exceeding client expectations through exceptional service and strategic design.

• Creativity & Innovation: A culture that encourages bold ideas, innovative thinking, and pushing creative boundaries in CX solutions.

• Collaboration: Emphasis on teamwork, open communication, and shared ownership of project success across diverse teams.

• Data-Driven Insights: A belief in using research, analytics, and customer feedback to inform strategic decisions and design choices.

• Impact & Results: A focus on delivering tangible results and measurable impact for clients through effective CX strategies.

Collaboration Style:

• Cross-functional Integration: Expect a highly collaborative environment where CX designers work closely with strategists, creatives, account managers, and potentially data analysts to deliver integrated campaigns and experiences.

• Workshop-Driven: A strong reliance on workshops for ideation, alignment, and problem-solving, requiring active participation and facilitation.

• Feedback Culture: An environment that values constructive feedback to refine ideas and improve outcomes.

📝 Enhancement Note: The agency culture likely values creativity and client success. For operations candidates, demonstrating how their analytical and process-oriented approach can enhance creativity and drive measurable client outcomes will be key to cultural alignment.

⚡ Challenges & Growth Opportunities

Challenges:

• Translating Ambition into Reality: Bridging the gap between ambitious client visions and practical, implementable CX solutions within budget and timeline constraints.

• Data Synthesis & Storytelling: Effectively synthesizing complex VoC data and customer journey insights into compelling narratives that drive stakeholder buy-in and action.

• Managing Diverse Stakeholder Needs: Balancing the needs and perspectives of various client stakeholders, internal teams, and end-users to create cohesive experiences.

• Staying Ahead of CX Trends: Continuously adapting to evolving customer expectations, technological advancements (like AI), and new CX methodologies in a fast-paced industry.

Learning & Development Opportunities:

• Industry Exposure: Working with a diverse range of clients and industries, providing broad exposure to different business challenges and CX landscapes.

• Skill Enhancement: Opportunities to refine skills in workshop facilitation, journey mapping, service design, and potentially UX/UI design.

• Tool Proficiency: Gaining hands-on experience with enterprise CX platforms and advanced analytics tools.

• Strategic Influence: Developing the ability to influence client strategy and drive significant CX transformations.

📝 Enhancement Note: The challenges highlight the need for strong problem-solving, communication, and adaptability – skills highly valued in operations roles. The growth opportunities point towards developing strategic advisory skills and deepening expertise in a high-impact area of business.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you transformed a client's strategic vision into a tangible customer experience design. What was your process, and what was the outcome?" (Focus on Vision Workshops, strategic objectives, and end-to-end delivery).

• "How do you approach identifying and prioritizing customer experience gaps based on Voice of Customer data and other insights?" (Prepare to discuss VoC analysis, metrics like NPS/CSAT, and data synthesis).

• "Walk us through an example of a customer journey map or service blueprint you created. What were the key insights, and how did they inform your design recommendations?" (Be ready to detail your process, tools used, and the rationale behind your design choices).

Company & Culture Questions:

• "Why are you interested in working for Brainlake Advertising LLC and in an agency environment?" (Research the agency, their clients, and their work).

• "How do you ensure a seamless omnichannel customer experience across different touchpoints?" (Showcase your understanding of integrated CX strategies).

• "Describe your experience using tools like Miro for collaboration and design." (Be prepared to discuss your practical application of these tools).

Portfolio Presentation Strategy:

• Structure Your Narrative: For each project, clearly define the problem, your role, your process, the solutions you designed, and the measurable results or impact.

• Show, Don't Just Tell: Use visuals (maps, blueprints, personas, mockups) to illustrate your work and process.

• Quantify Impact: Whenever possible, use data and metrics to demonstrate the effectiveness of your CX initiatives.

• Highlight Collaboration: Explain how you worked with teams and stakeholders.

• Be Ready for Deep Dives: Anticipate detailed questions about your decision-making, challenges faced, and alternative approaches considered.

📝 Enhancement Note: Interview preparation should focus on articulating your CX design process using clear, structured language. For operations candidates, emphasize how your analytical skills, process-thinking, and focus on measurable outcomes translate to effective CX design. Highlight any experience in cross-functional projects or client-facing roles.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided Workable link.

• Curate Your Portfolio: Select your strongest 2-3 CX design projects. Ensure they demonstrate end-to-end delivery, clear use of methodologies (journey mapping, VoC, personas, service blueprints), and quantifiable results. Frame your work to highlight process optimization and business impact.

• Tailor Your Resume: Highlight your 4+ years of experience in CX/Service Design. Emphasize skills such as workshop facilitation, data analysis (VoC, metrics), strategic thinking, and proficiency with design tools like Miro. Use keywords from the job description.

• Prepare Your Presentation: Practice presenting your portfolio projects concisely and compellingly. Be ready to articulate your process, rationale, and impact, especially focusing on how your designs addressed operational or user experience challenges.

• Research Brainlake: Understand the agency's work, clients, and culture to tailor your application and interview responses, demonstrating genuine interest and alignment.

⚠️ 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.