Customer Experience Designer (CX)

📍 Job Overview

Job Title: Customer Experience Designer (CX)

Company: Brainlake Advertising LLC

Location: Beirut, Beirut Governorate, Lebanon

Job Type: CONTRACTOR

Category: Customer Experience (CX) Design / Service Design

Date Posted: 2026-02-26

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

Remote Status: On-site (with potential for hybrid arrangements based on team and project needs)

🚀 Role Summary

• This role is centered on the strategic design and execution of exceptional customer experiences (CX) within a digital agency environment, focusing on transforming client needs into intuitive and engaging solutions.

• The core function involves bridging the gap between client objectives and user needs through comprehensive research, journey mapping, and service blueprinting.

• This position requires a strong background in User Experience (UX) or Service Design, with a proven ability to manage end-to-end CX initiatives from ideation through to implementation.

• The Customer Experience Designer will be instrumental in facilitating client vision workshops and presenting complex CX strategies to diverse stakeholders, requiring excellent communication and presentation skills.

📝 Enhancement Note: The "location_type" is listed as TELECOMMUTE, but the "ai_work_arrangement" suggests On-site. Given the "locations_derived" and "remote_derived" fields, it's most likely an on-site role in Beirut, Lebanon, with potential for hybrid flexibility. This role is classified under CX Design/Service Design within the broader operations umbrella, focusing on the front-end of the customer journey and its impact on overall business strategy.

📈 Primary Responsibilities

• Facilitate Vision Workshops: Lead interactive sessions with client stakeholders to collaboratively define and articulate the client’s strategic vision, mission, and core guiding principles for their services and products.

• Define Strategic Objectives: Translate client visions into actionable, customer-centric strategic objectives and initiatives that ensure service delivery is impactful and aligned with user needs.

• Develop User Personas: Conduct in-depth user research to create detailed user personas, capturing user needs, motivations, behaviors, and expectations to inform design decisions.

• Map User Journeys: Design comprehensive and intuitive user journey maps that illustrate how target users will interact with client services and digital touchpoints across the entire customer lifecycle.

• Identify Digital Touchpoints: Strategically identify and analyze all relevant digital touchpoints where customers engage with the client’s brand, ensuring a cohesive and positive experience.

• Host Experience Workshops: Conduct validation workshops with internal teams and client stakeholders to ensure alignment and buy-in on developed personas, user journeys, and the overall proposed user experience.

• Develop Service Blueprints: Translate high-level CX strategies into detailed service blueprints that meticulously document the supporting people, processes, systems, and physical evidence required to deliver the intended customer experience.

• Present CX Insights & Strategies: Clearly and persuasively communicate research findings, design rationale, and proposed CX strategies to both client stakeholders and internal teams.

📝 Enhancement Note: The responsibilities emphasize a blend of strategic thinking, user research, and detailed design documentation, typical for a mid-level CX/Service Designer role in an agency setting. The focus on workshops and blueprints highlights skills in collaborative problem-solving and process mapping, crucial for operationalizing CX strategies.

🎓 Skills & Qualifications

Education:

Experience:

• Minimum of 4+ years of progressive experience in Customer Experience (CX) Design, Service Design, or a closely related field, with a significant portion of this experience gained within digital agencies or consulting environments.

Required Skills:

• User-Centric Design: Deep understanding of UX principles and service design methodologies to create intuitive and effective customer journeys.

• Workshop Facilitation: Proven ability to lead and facilitate vision, strategy, and experience workshops with diverse client and internal stakeholder groups.

• Research & Analysis: Proficiency in conducting user research (interviews, surveys, usability testing) and synthesizing findings into actionable insights and well-defined user personas.

• Journey Mapping & Blueprinting: Expertise in creating detailed user journey maps and service blueprints to visualize and optimize customer interactions and underlying operational processes.

• Communication & Presentation: Excellent written and verbal communication skills, with a strong ability to articulate complex design concepts, research findings, and strategic recommendations clearly and persuasively. Arabic language proficiency is a noted plus.

• Critical Thinking & Problem-Solving: A detail-oriented, analytical mindset with a passion for identifying user pain points and developing innovative solutions.

• Organizational Skills: Strong ability to manage multiple projects, timelines, and deliverables efficiently.

Preferred Skills:

• Design & Diagramming Tools: Proficiency in industry-standard tools such as Miro, Figma, Sketch, Adobe Creative Suite, or equivalent platforms for diagramming, wireframing, and prototyping.

• AI-Powered Tools: Familiarity with or experience using AI-powered research and design tools to enhance efficiency and uncover deeper insights.

• Multilingual Communication: Fluency in Arabic, in addition to English, to facilitate communication with local clients and stakeholders.

📝 Enhancement Note: The experience requirement of "4+ years" aligns with a mid-level to senior designer role. The emphasis on agency experience and end-to-end project delivery suggests a need for candidates who can operate autonomously and manage client relationships. The preference for Arabic indicates a strong focus on the local Lebanese market.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: Showcase 3-5 detailed case studies demonstrating end-to-end CX design projects, highlighting your specific role and contributions.

• Problem/Solution Framing: Clearly articulate the business/user problem addressed, the strategic approach taken, and the innovative solutions designed.

• Methodology Showcase: Include examples of your work in user research, persona development, journey mapping, service blueprinting, and interaction design.

• Metrics & Impact: Where possible, demonstrate the impact of your designs using relevant metrics (e.g., improved conversion rates, increased user satisfaction, reduced support tickets, enhanced efficiency).

• Tool Proficiency: Include examples of diagrams, wireframes, or prototypes created using tools like Miro, Figma, or similar platforms.

Process Documentation:

• Candidates are expected to articulate their design process clearly, demonstrating a structured approach to understanding client needs, conducting research, ideating solutions, and iterating based on feedback.

• The ability to map out existing service processes and design optimized future-state processes through service blueprints is crucial.

• Understanding how to integrate CX design with underlying operational processes and systems will be a key evaluation point.

📝 Enhancement Note: For a CX Designer role, a portfolio is paramount. It serves as tangible proof of design thinking, problem-solving capabilities, and the ability to translate strategy into actionable design. The emphasis on process documentation highlights the operational aspect of CX design – how the user experience is supported by internal workings.

💵 Compensation & Benefits

Salary Range:

• Based on industry benchmarks for a Customer Experience Designer with 4+ years of experience in Beirut, Lebanon, the estimated salary range for this CONTRACTOR role is approximately $2,000 - $4,000 USD per month.

Benefits:

• As a contractor, standard employee benefits may not apply. However, potential benefits could include:

• Flexible Work Arrangements: Potential for hybrid work scenarios or flexible scheduling based on project needs and client agreements.

• Project Variety: Opportunity to work on diverse and challenging projects for a range of clients within the advertising and digital space.

• Professional Development: Exposure to cutting-edge CX design practices and potentially opportunities for skill enhancement through project work.

• Competitive Contractor Rate: A compensation package designed to reflect the skills and experience brought to the role.

Working Hours:

• The role is expected to align with standard full-time working hours. Given the "TELECOMMUTE" location type and "On-site" AI arrangement, this likely translates to approximately 40 hours per week, with potential for flexibility depending on project deadlines and client demands.

📝 Enhancement Note: Salary estimates for contract roles in Lebanon can vary widely. The provided range is a general guideline. Actual compensation will be determined by the client and may be influenced by specific project scope and duration. The "TELECOMMUTE" label is confusing; however, the AI-derived "On-site" and the specific location point to a physical presence in Beirut.

🎯 Team & Company Context

🏢 Company Culture

Industry: Advertising & Marketing / Digital Services

Company Size: Small to Medium-sized Business (SMB) - Likely between 11-50 employees based on typical digital agency structures.

Founded: Information not provided, but likely a relatively established agency if they are seeking specialized CX roles.

Team Structure:

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

• Reporting structure may vary, potentially to a Head of Strategy, Creative Director, or a dedicated CX Lead if one exists.

Methodology:

• Brainlake Advertising LLC likely employs a project-driven methodology, adapting agile principles to client needs.

• Emphasis will be on data-informed decision-making, leveraging user research and analytics to guide strategy and design.

• A focus on creative problem-solving and delivering measurable results for clients is expected.

Company Website: https://www.brainlake.com/ (Based on domain_derived)

📝 Enhancement Note: As a digital advertising agency, Brainlake will likely foster a creative, fast-paced, and client-focused environment. The CX Designer's role is critical in ensuring that client campaigns and digital products are not only aesthetically pleasing but also strategically effective and user-friendly.

📈 Career & Growth Analysis

Operations Career Level: Mid-Level CX/Service Designer. This role requires independent contribution and the ability to lead specific project streams, particularly around research and strategy definition. It's a stepping stone towards more senior design leadership or specialized CX strategy roles.

Reporting Structure: The role likely reports into a senior member of the strategy or design department, such as a Creative Director, Head of Strategy, or a Senior CX Lead. The contractor status might influence the direct reporting line compared to a full-time employee.

Operations Impact: The CX Designer directly impacts client success by enhancing customer engagement, improving conversion rates, and increasing client satisfaction with digital products and services. This, in turn, drives revenue for both the client and Brainlake Advertising.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of CX, such as user research, journey mapping, or service blueprinting.

• Leadership: Progress to a Senior CX Designer or CX Lead role, managing larger projects and mentoring junior team members.

• Strategic Influence: Gain greater influence in shaping client strategies and contributing to business development efforts.

• Skill Expansion: Develop expertise in emerging areas like AI in CX, personalization, or advanced analytics tools.

📝 Enhancement Note: For a contractor role, growth is often measured by the ability to take on more complex projects, secure repeat engagements, and potentially transition to a full-time position if available. The agency environment offers broad exposure to various industries and challenges.

🌐 Work Environment

Office Type: The "TELECOMMUTE" location type combined with "On-site" AI arrangement suggests a hybrid or primarily office-based role. The office environment is likely collaborative, dynamic, and designed to foster creativity, typical of advertising agencies.

Office Location(s): Beirut, Beirut Governorate, Lebanon.

Workspace Context:

• The workspace is expected to be conducive to creative thinking and collaboration, with access to necessary design tools and technologies.

• Opportunities for direct interaction with cross-functional teams (strategy, creative, development, account management) will be frequent.

• The environment will likely encourage brainstorming, ideation sessions, and client presentations.

Work Schedule: Standard full-time hours (approx. 40 hours/week), with potential for occasional extended hours during critical project phases or client deadlines. Flexibility may be offered, but core availability during business hours is expected.

📝 Enhancement Note: While "TELECOMMUTE" is listed, the specific location and AI arrangement point to an on-site presence in Beirut. The work environment will be typical of a fast-paced advertising agency, requiring adaptability and strong interpersonal skills.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio to assess experience and alignment with core requirements.

• Portfolio Presentation & Discussion: A session where you present 1-2 key case studies from your portfolio, explaining your process, rationale, and outcomes. Expect in-depth questions about your design decisions and problem-solving approach.

• Skills Assessment/Workshop: You may be asked to participate in a short design exercise or a mock workshop facilitation to evaluate your practical skills and collaborative approach.

• Stakeholder Interview: A conversation with a senior team member (e.g., Creative Director, Head of Strategy) to assess cultural fit, communication style, and strategic thinking.

• Final Review: Potential discussion with leadership to finalize the offer.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 of your strongest, most relevant case studies that showcase your full CX design process and impact. Prioritize projects similar to the agency's work.

• Tell a Story: Structure each case study with a clear narrative: the challenge, your approach, your specific contributions, the solution, and the results (quantifiable if possible).

• Highlight Process: Clearly explain the methodologies you used (research, personas, journey maps, service blueprints) and why you chose them.

• Demonstrate Tool Proficiency: Showcase your ability to use tools like Miro effectively for collaboration and documentation.

• Be Prepared for Questions: Anticipate detailed questions about your decisions, challenges faced, and how you handled them.

Challenge Preparation:

• Be ready to discuss how you would approach a hypothetical client brief. Practice articulating your process for transforming a brief into strategic CX initiatives.

• Prepare examples of how you have facilitated workshops and managed stakeholder expectations.

• Think about how you would measure the success of a CX initiative.

📝 Enhancement Note: The emphasis on a portfolio presentation and potential workshop indicates a practical, results-oriented evaluation. Candidates should be prepared to "show, not just tell" their capabilities.

🛠 Tools & Technology Stack

Primary Tools:

• Diagramming & Collaboration: Miro (specifically mentioned), Mural, or similar virtual whiteboarding and collaboration platforms are essential for workshops and journey mapping.

• Design & Prototyping: Figma, Sketch, Adobe XD, Adobe Creative Suite (Illustrator, Photoshop) for wireframing, prototyping, and visual design elements.

• User Research Platforms: Tools for surveys (e.g., SurveyMonkey, Typeform), user testing (e.g., UserTesting.com), and potentially analytics platforms (e.g., Google Analytics, Mixpanel).

Analytics & Reporting:

• Familiarity with web analytics tools like Google Analytics to understand user behavior and measure the impact of CX initiatives.

CRM & Automation:

• While not the primary focus, understanding how CX design integrates with CRM systems (e.g., Salesforce, HubSpot) and marketing automation platforms is advantageous for a holistic view.

📝 Enhancement Note: Miro is explicitly mentioned, making it a key tool to highlight proficiency in. Familiarity with the broader design and research toolset is expected for a CX Designer.

👥 Team Culture & Values

Operations Values:

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

• Creativity & Innovation: A drive to develop unique and effective design solutions that stand out.

• Collaboration: Valuing teamwork and open communication across disciplines to achieve shared goals.

• Data-Driven Approach: Utilizing research and analytics to inform design decisions and demonstrate impact.

• Excellence & Quality: A commitment to delivering high-quality work that exceeds client expectations.

Collaboration Style:

• Highly collaborative, requiring strong interpersonal skills to work effectively with diverse teams and client stakeholders.

• Open to feedback and iterative design processes.

• Emphasis on clear communication and proactive problem-solving.

📝 Enhancement Note: The culture is likely dynamic and fast-paced, typical of an advertising agency. Success will depend on the ability to integrate into existing team structures and contribute positively to client project outcomes.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Client Needs with User Needs: Navigating potentially conflicting demands from clients versus the best interests of the end-user.

• Translating Vision into Action: Effectively bridging the gap between high-level client strategy and detailed, implementable CX designs.

• Managing Stakeholder Expectations: Ensuring clear communication and alignment with multiple stakeholders who may have varying levels of understanding of CX principles.

• Rapid Project Cycles: Adapting to fast-paced project timelines common in advertising and digital agencies.

• Measuring ROI: Quantifying the impact of CX initiatives, especially in a creative agency context where results can be multifaceted.

Learning & Development Opportunities:

• Exposure to Diverse Industries: Working with a variety of clients provides broad industry experience.

• Skill Refinement: Opportunity to hone skills in user research, journey mapping, service design, and workshop facilitation.

• Emerging Technologies: Potential exposure to new design tools, AI applications in CX, and evolving digital trends.

• Mentorship: Learning from senior strategists and designers within the agency.

📝 Enhancement Note: The challenges are typical for agency-side CX roles. The growth opportunities are significant, particularly in gaining broad practical experience across different client types and project scopes.

💡 Interview Preparation

Strategy Questions:

• "How would you approach understanding the core strategic vision of a new client based solely on their brief?"

• "Describe a time you had to balance a client's request with user needs. What was your approach and the outcome?"

• "Walk us through your process for creating a service blueprint for a hypothetical service."

Company & Culture Questions:

• "What do you know about Brainlake Advertising and our approach to client work?"

• "How do you typically collaborate with account managers, strategists, and creative teams?"

• "Describe your ideal work environment within a digital agency setting."

Portfolio Presentation Strategy:

• Focus on Impact: For each case study, clearly state the problem, your solution, and the positive outcomes (metrics, client feedback, user satisfaction).

• Articulate Your Role: Be specific about your individual contributions, especially in collaborative projects.

• Explain Your 'Why': Be ready to justify your design choices, research methods, and strategic decisions.

• Showcase Process: Clearly demonstrate your workflow from research to final design, using visuals where possible.

• Engage the Interviewer: Make it a conversation, not a monologue. Ask clarifying questions and be receptive to feedback.

📝 Enhancement Note: Interviewers will be looking for a blend of strategic thinking, practical design skills, collaborative ability, and a client-focused mindset. The ability to articulate complex ideas clearly and concisely is crucial.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided Workable link.

• Tailor your Resume: Highlight experience in CX/Service Design, agency work, workshop facilitation, journey mapping, and proficiency with tools like Miro. Quantify achievements where possible.

• Prepare Your Portfolio: Ensure your portfolio is polished, easily accessible (e.g., a link to a personal website or a well-organized PDF), and features case studies demonstrating your end-to-end CX design process and impact.

• Research Brainlake Advertising: Understand their client base, their portfolio, and their general approach to advertising and digital solutions to tailor your application and interview responses.

• Practice Your Presentation: Rehearse presenting 1-2 key portfolio case studies, focusing on clarity, conciseness, and demonstrating your strategic thinking and problem-solving skills.

⚠️ 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.