Service Designer / CX Designer

📍 Job Overview

Job Title: Service Designer / CX Designer

Company: Brainlake Advertising LLC

Location: Amman, Amman Governorate, Jordan

Job Type: CONTRACTOR

Category: Customer Experience / Service Design

Date Posted: 2026-09-18

Experience Level: 10+ years

🚀 Role Summary

• Spearhead the design and optimization of end-to-end customer and service experiences across digital and physical channels.

• Conduct in-depth analysis of current services and business processes to identify friction points, inefficiencies, and areas for enhancement.

• Lead and facilitate workshops with clients, users, and cross-functional teams to uncover needs, co-create solutions, and define future-state service models.

• Translate complex operational realities and business objectives into clear, actionable service design strategies and visual outputs.

• Integrate modern design tools and AI-powered technologies to accelerate the research, synthesis, ideation, and design processes.

📝 Enhancement Note: This role is characterized as a "relatively senior, hands-on" position, indicating a need for significant practical experience and the ability to execute independently. The emphasis on both "customer experience" and "service design" suggests a holistic approach to designing interactions and the underlying operational systems that support them. The "CONTRACTOR" employment type implies project-based work or a specific term engagement, requiring adaptability and a focus on delivering tangible outcomes within defined project scopes.

📈 Primary Responsibilities

• Conduct comprehensive user research, stakeholder interviews, and operational analysis to deeply understand customer needs, business objectives, and existing service pain points.

• Develop detailed customer journey maps, empathy maps, experience maps, and service blueprints to visualize current and future states of service delivery.

• Analyze existing services and business processes, identifying friction, inefficiencies, gaps, and opportunities for innovation and improvement.

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

• Develop robust service blueprints that clearly connect frontstage customer interactions with backstage processes, people, systems, and dependencies.

• Plan, structure, and expertly facilitate client and stakeholder workshops, including discovery, journey mapping, co-creation, ideation, and prioritization sessions.

• Lead workshop discussions, effectively manage diverse stakeholder perspectives, and translate workshop outputs into actionable insights, decisions, and clear next steps.

• Translate complex business and operational workflows into clear, concise visual process maps and service models suitable for diverse audiences.

• Collaborate closely with UX designers, researchers, business analysts, product teams, and other specialists to ensure seamless translation of service concepts into deliverable experiences.

• Define and articulate clear recommendations and opportunities that strategically guide subsequent product, UX, operational, or technology decisions.

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

📝 Enhancement Note: The responsibilities emphasize a blend of analytical rigor, strategic thinking, and strong facilitation skills. The requirement to "translate complex challenges into clear and actionable solutions" and "guide subsequent product, UX, operational, or technology decisions" highlights the strategic influence this role is expected to wield. The mention of both "digital and physical channels" and "frontstage customer interactions with backstage processes" indicates a need for a broad understanding of service delivery ecosystems.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's or Master's degree in Design, Human-Computer Interaction, Business, Psychology, or a related field is typically expected for roles requiring this level of experience and strategic input.

Experience: A minimum of 8 years of hands-on experience is required, with a strong preference for candidates with 10+ years of experience in Service Design, Customer Experience (CX) design, or a closely related discipline.

Required Skills:

• Demonstrated expertise in Service Design principles and methodologies.

• Proven experience in Customer Experience (CX) design, focusing on enhancing user satisfaction and loyalty.

• Extensive experience creating and utilizing customer journey maps, empathy maps, experience maps, and service blueprints.

• Proficiency in mapping both current-state (as-is) and future-state (to-be) services and business processes.

• Strong workshop facilitation skills, with the ability to independently plan, lead, and manage sessions with diverse stakeholder groups.

• Experience facilitating key workshop types: discovery, journey mapping, co-creation, ideation, and prioritization.

• Solid understanding of the interconnections between customer experience, people, processes, operations, systems, and technology.

• Experience conducting or closely collaborating with user and stakeholder research to gather insights.

• Ability to uncover customer needs, pain points, behavioral insights, and opportunities for service improvement.

• Strong analytical and problem-solving skills to decipher complex service ecosystems and business environments.

• Capacity to simplify complex systems, processes, and experiences into clear, actionable visual outputs.

• Proficiency with modern service design, research, mapping, prototyping, and collaboration tools, including Figma, FigJam, Miro, Lucidchart, or similar.

• Up-to-date knowledge of the latest digital and AI-powered tools applicable to research, synthesis, journey mapping, service design, visualization, and prototyping.

• Ability to leverage AI tools to enhance efficiency in research synthesis, analysis, ideation, documentation, and service design activities, while maintaining critical human judgment.

• Strong presentation, storytelling, and stakeholder communication skills, with the ability to articulate complex ideas clearly and persuasively.

• Ability to work collaboratively within multidisciplinary teams and independently manage assigned responsibilities.

• Strong organizational skills and the capacity to manage multiple priorities and adapt to changing project requirements. Preferred Skills:

• Arabic speaking proficiency.

• Experience working across diverse industries and client environments.

• Familiarity with prototyping tools beyond mapping software.

• Experience in integrating AI-driven insights into service design.

📝 Enhancement Note: The "10+ years" experience level derived from AI analysis suggests a lead or principal-level role where independent contribution and strategic guidance are paramount. The emphasis on specific tools like Figma, FigJam, Miro, and Lucidchart points to a need for hands-on proficiency in digital collaboration and design platforms. The explicit mention of AI tools indicates a forward-thinking organization seeking to leverage emerging technologies in their design processes.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A curated portfolio demonstrating a strong track record in Service Design and Customer Experience.

• Case studies showcasing the ability to analyze complex current-state services and business processes.

• Examples of detailed customer journey maps, service blueprints, and experience maps developed for diverse projects.

• Evidence of successful workshop facilitation and the ability to drive consensus and actionable outcomes from stakeholder groups.

• Demonstration of how insights from research and analysis were translated into tangible future-state service designs and business recommendations.

• Projects that highlight the integration of digital and physical touchpoints in service design.

• Clear articulation of the impact and ROI of designed service improvements, where applicable. Process Documentation:

• Examples of how current-state processes were meticulously mapped and analyzed for inefficiencies and pain points.

• Demonstration of future-state service and process designs, illustrating improved user flows and operational efficiency.

• Documentation of how service blueprints were used to connect frontstage interactions with backstage operations, systems, and people.

• Evidence of iterative design processes, including user validation and stakeholder feedback loops.

📝 Enhancement Note: For a senior role like this, the portfolio is critical. It should not just showcase deliverables but also the process and thinking behind them. Candidates should be prepared to walk through their work, explaining their methodologies, the challenges faced, the decisions made, and the impact achieved. The emphasis on both "process mapping" and "service blueprints" indicates a need for candidates who can bridge the gap between user-facing experiences and operational realities.

💵 Compensation & Benefits

Salary Range: Given the senior experience level (10+ years), the "CONTRACTOR" employment type, and the location in Amman, Jordan, a competitive hourly or project-based rate would be expected. Based on industry benchmarks for experienced Service Designers/CX Designers in similar markets, a range of $50 - $80 USD per hour is a reasonable estimate. This can vary significantly based on the specific project scope, duration, and Brainlake Advertising LLC's compensation structure for contractors.

Benefits: As a contractor, benefits are typically not provided by the hiring company. However, contractors may have access to:

• Potential for ongoing project work or contract extensions.

• Exposure to diverse industries and client challenges.

• Opportunity to build a strong portfolio through varied project engagements.

• Flexibility in work schedule, often negotiated per project.

Working Hours: The role is described as requiring 40 hours per week. However, as a contractor, actual hours may be project-dependent and could involve flexibility to meet client needs, including potential work outside standard business hours if required by project timelines or workshops.

📝 Enhancement Note: Salary estimation for contractor roles is highly variable. The provided range is based on general market data for experienced design professionals in similar roles and regions. It is crucial for candidates to negotiate their rates based on their specific experience, the project's scope, and the expected deliverables. The absence of traditional employee benefits for contractors is standard, so candidates should factor this into their overall compensation expectations.

🎯 Team & Company Context

🏢 Company Culture

Industry: Advertising & Marketing. Brainlake Advertising LLC operates within the dynamic advertising and marketing sector, which often demands creativity, agility, and a deep understanding of consumer behavior and market trends. This context suggests a fast-paced environment where design thinking and innovative solutions are highly valued.

Company Size: Information on company size is not directly available from the provided data. However, advertising agencies can range from small, specialized boutiques to large, global firms. For a role requiring significant autonomy and client-facing interaction, it's likely a medium-sized agency or a specialized team within a larger organization.

Founded: Not specified.

Team Structure:

• The role appears to be part of a design or client services team, likely collaborating with UX designers, researchers, business analysts, and account managers.

• As a senior, hands-on role, the Service Designer/CX Designer will likely work closely with project leads and client stakeholders, potentially mentoring junior team members or guiding specific project streams.

• Cross-functional collaboration is key, involving teams from strategy, creative, account management, and potentially technology implementation, to ensure cohesive service experiences. Methodology:

• The role emphasizes a user-centered design methodology, incorporating research, analysis, ideation, prototyping, and validation.

• It involves a strong focus on process optimization and mapping, connecting user needs with operational realities.

• The use of modern design tools and AI is encouraged, suggesting an agile and technology-forward approach to design and problem-solving.

Company Website: www.brainlake.com

📝 Enhancement Note: Brainlake Advertising LLC's focus on advertising implies a creative and client-centric environment. The Service Designer/CX Designer role is crucial for ensuring that client campaigns and customer interactions are seamlessly designed and executed, bridging creative concepts with practical implementation. The "YALLA!" call to action suggests a culture that values enthusiasm and proactive engagement.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior or Lead Service Designer/CX Designer role, demanding a high level of autonomy, strategic input, and practical execution. It's positioned for individuals who can independently manage complex design challenges and influence client strategy.

Reporting Structure: The role likely reports to a Head of Design, Creative Director, or a Senior Project Manager. The contractor status may mean a more project-specific reporting line.

Operations Impact: The Service Designer/CX Designer will have a direct impact on the effectiveness of client campaigns and customer engagement strategies. By optimizing service experiences, they will contribute to client satisfaction, retention, and ultimately, revenue growth for both Brainlake and its clients. This role bridges user needs with business objectives, ensuring that creative strategies are grounded in actionable, efficient, and desirable service models.

Growth Opportunities:

• Specialization: Deepen expertise in specific industries or complex service design challenges (e.g., digital transformation, AI integration in services).

• Leadership: Transition into a team lead or management role, overseeing design projects and mentoring other designers.

• Strategic Consulting: Evolve into a strategic consultant role, advising clients on broader CX and service transformation initiatives.

• Portfolio Expansion: Gain experience across a wide range of projects and industries, enhancing the professional portfolio and marketability.

📝 Enhancement Note: The "10+ years" AI-derived experience level strongly suggests this isn't an entry-level or mid-level position. It's a role for seasoned professionals who can lead initiatives and provide strategic direction. Growth opportunities are likely focused on strategic influence and potential leadership within project teams or specialized design functions.

🌐 Work Environment

Office Type: The role explicitly states "Willingness to work on-site with clients." This implies a hybrid or client-site-based work environment, where the designer will spend time at client locations to conduct research, facilitate workshops, and collaborate directly. There may also be time spent at Brainlake Advertising LLC's primary office.

Office Location(s): Amman, Jordan. The specific office location for Brainlake Advertising LLC is not detailed, but the role requires on-site presence with clients, suggesting travel within the Amman region.

Workspace Context:

• The workspace will likely be dynamic, involving client offices, potentially co-working spaces, and Brainlake's own facilities.

• Access to modern design and collaboration tools (Figma, Miro, etc.) is essential, whether provided by the company or brought by the contractor.

• Opportunities for direct interaction with clients, diverse project teams, and end-users are integral to the role.

Work Schedule: The standard working hours are stated as 40 hours per week, but as a contractor, there may be flexibility and a need to adapt to project demands and client availability, potentially including some evening or weekend work for workshops or critical deadlines.

📝 Enhancement Note: The "on-site with clients" requirement is a critical differentiator. Candidates should be prepared for client-facing work and understand that their primary workspace may shift based on project needs. This also suggests that strong interpersonal and communication skills are as important as design skills.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of CV and portfolio to assess experience, skills, and alignment with role requirements. Candidates should highlight their most relevant service design and CX projects.

• Portfolio Presentation & Discussion: A session where candidates present key portfolio pieces, discussing their process, challenges, and outcomes. Be prepared to articulate your role, methodology, and the impact of your work. Focus on case studies demonstrating journey mapping, service blueprinting, and workshop facilitation.

• Skills Assessment/Case Study: A potential exercise or case study to evaluate problem-solving abilities, design thinking, and process mapping skills within a given scenario. This might involve analyzing a brief and outlining a design approach.

• Stakeholder/Team Interview: Conversation with hiring managers and potential team members to assess cultural fit, collaboration style, and ability to work independently and with others. Questions may probe your approach to managing diverse stakeholder perspectives.

• Final Interview: Discussion with senior leadership to confirm fit and discuss contractual terms.

Portfolio Review Tips:

• Curate Strategically: Select 3-4 projects that best showcase your experience in service design, CX, journey mapping, service blueprinting, and workshop facilitation. Prioritize projects with clear problem statements, robust methodologies, and demonstrable impact.

• Tell a Story: For each project, clearly articulate the "Why" (the problem/opportunity), the "How" (your process, tools, and methods), and the "What" (the solution, outcomes, and impact). Use visuals effectively.

• Highlight Process: Emphasize your thought process, how you approached complexity, and how you translated insights into actionable designs. Include examples of your workshop facilitation approach and outcomes.

• Demonstrate Tool Proficiency: Showcase your ability to use tools like Figma, Miro, and Lucidchart effectively for mapping, collaboration, and visualization. If you've used AI tools, explain how they enhanced your process.

• Quantify Impact: Where possible, use metrics or qualitative feedback to demonstrate the success of your designs and their contribution to business objectives or user satisfaction.

• Tailor to Brainlake: If possible, understand Brainlake's client base and tailor your presentation to highlight relevant experience.

Challenge Preparation:

• Be ready to discuss how you would approach a hypothetical service design challenge presented by the interviewer.

• Practice articulating your design process and decision-making criteria clearly and concisely.

• Prepare to explain how you would manage conflicting stakeholder requirements or operational constraints.

• Familiarize yourself with common advertising/marketing client challenges related to customer journey optimization.

📝 Enhancement Note: The emphasis on "on-site with clients" and "workshop facilitation" means interviewers will be looking for evidence of strong client management, communication, and facilitation skills beyond just design execution. The portfolio should not only showcase design deliverables but also the candidate's ability to manage projects and stakeholder relationships effectively.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Collaboration: Figma, FigJam, Miro, Lucidchart (or similar for mapping, wireframing, prototyping, and collaborative whiteboarding).

• Research & Synthesis: Tools for conducting user interviews, surveys, and analyzing qualitative/quantitative data. AI-powered tools for research synthesis and analysis are highly valued.

• Prototyping: While not explicitly listed, some level of prototyping capability may be expected, potentially within Figma or dedicated prototyping tools.

• AI Tools: Familiarity with AI-powered tools for accelerating research synthesis, ideation, documentation, and design activities.

Analytics & Reporting:

• Understanding of how to interpret analytics related to customer behavior and service performance to inform design decisions.

• Ability to present findings and recommendations clearly, potentially using presentation software (e.g., PowerPoint, Google Slides). CRM & Automation:

• While not a primary focus, an understanding of how service design impacts CRM systems and automated customer journeys is beneficial.

📝 Enhancement Note: Proficiency in modern digital collaboration and design tools is non-negotiable. The explicit mention of AI tools indicates a strategic imperative for candidates to be adaptable and forward-thinking in their toolset and methodology.

👥 Team Culture & Values

Operations Values:

• Client-Centricity: A strong focus on understanding and meeting client needs and delivering exceptional service experiences for their customers.

• Creativity & Innovation: Encouraging novel approaches to problem-solving and service design within the advertising and marketing context.

• Collaboration: Valuing teamwork and the ability to work effectively with diverse internal teams and external clients.

• Agility & Adaptability: Embracing change, responding quickly to project demands, and working across different industries and environments.

• Data-Driven Insights: Using research and analytics to inform design decisions and demonstrate impact.

Collaboration Style:

• Cross-functional Integration: Working seamlessly with strategy, creative, account management, and other specialists to deliver holistic solutions.

• Proactive Communication: Maintaining open and transparent communication with clients and internal teams, especially given the on-site client work requirement.

• Facilitative Leadership: Guiding discussions and decision-making processes in workshops to achieve collective goals.

• Knowledge Sharing: Willingness to share expertise and learn from colleagues, fostering a culture of continuous improvement.

📝 Enhancement Note: The advertising industry context suggests a culture that is likely fast-paced, results-oriented, and values strong client relationships. The Service Designer/CX Designer needs to embody these values while bringing a user-centered perspective to the table.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Client Expectations: Balancing diverse client needs, business objectives, and operational constraints with ideal user experience design.

• Driving Change: Influencing stakeholders and organizations to adopt new service models and processes.

• Bridging Digital & Physical: Designing cohesive experiences that span both online and offline touchpoints, which can be complex.

• Measuring Impact: Quantifying the ROI of service design initiatives, especially in a contractor capacity.

• Rapid Project Cycles: Adapting quickly to new projects, industries, and client environments with potentially tight deadlines.

Learning & Development Opportunities:

• Industry Exposure: Gaining broad experience across various client industries and project types within the advertising and marketing sector.

• Tool Mastery: Deepening proficiency in cutting-edge design, collaboration, and AI tools.

• Strategic Influence: Developing skills in influencing senior stakeholders and driving strategic design decisions.

• Client Relationship Management: Enhancing skills in managing client expectations and building strong collaborative partnerships.

• Mentorship: Learning from experienced professionals within Brainlake Advertising LLC and client organizations.

📝 Enhancement Note: The challenges highlight the need for resilience, strong problem-solving skills, and the ability to influence. The growth opportunities are geared towards expanding strategic capabilities and gaining diverse industry experience.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service you've designed or improved. What was the problem, your approach, the key challenges, and the outcome?" (Focus on journey mapping, service blueprints, and workshop facilitation).

• "How do you balance user needs with business objectives and operational realities when designing a service?" (Prepare examples of trade-offs and decision-making processes).

• "Walk us through your process for planning and facilitating a workshop with diverse stakeholders. How do you ensure productive outcomes?" (Be ready to share specific techniques and examples).

• "How have you used AI tools to enhance your service design process? What are the benefits and limitations?" (Showcase your understanding of AI in design). Company & Culture Questions:

• "What interests you about Brainlake Advertising LLC and this specific role?" (Research the company's work and client base).

• "How do you approach collaborating with teams outside of design, such as account managers or creative strategists?" (Highlight your cross-functional collaboration skills).

• "Describe a time you had to present a complex service design concept to senior leadership or a client. How did you tailor your communication?" (Focus on storytelling and clarity). Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly define the problem, your role, your process, the solution, and the impact.

• Visualize Your Process: Use visuals (maps, blueprints, workshop outputs) to illustrate your thinking and methodologies.

• Be Concise and Engaging: Present your work with energy and clarity, ensuring you leave ample time for Q&A.

• Focus on Impact: Quantify results whenever possible or articulate qualitative benefits clearly.

• Prepare for Questions: Anticipate questions about your design choices, challenges faced, and how you would handle similar situations in the future.

📝 Enhancement Note: Interviewers will be assessing not only your design skills but also your ability to function effectively as a contractor on client projects, manage relationships, and drive tangible results. Be prepared to discuss your approach to ambiguity and client management.

📌 Application Steps

To apply for this Service Designer / CX Designer position:

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

• Portfolio Customization: Ensure your portfolio prominently features case studies demonstrating your expertise in service design, customer journey mapping, service blueprinting, and workshop facilitation. Tailor the selection to highlight experience relevant to advertising and marketing clients if possible.

• Resume Optimization: Clearly articulate your 8+ years of experience, emphasizing achievements in improving customer experiences and optimizing business processes. Use keywords from the job description such as "Service Design," "CX," "Journey Mapping," "Service Blueprints," and "Workshop Facilitation."

• Prepare for Presentation: Rehearse your portfolio presentation, focusing on storytelling, clear articulation of your process, and demonstrating the impact of your work. Practice explaining your approach to complex challenges and stakeholder management.

• Company Research: Gain a deeper understanding of Brainlake Advertising LLC's clients, projects, and values to better align your application and interview responses with their business objectives.

⚠️ 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.