Service Designer / CX Designer at Brainlake Advertising LLC

📍 Job Overview

Job Title: Service Designer / CX Designer

Company: Brainlake Advertising LLC

Location: Beirut, Beirut Governorate, Lebanon

Job Type: CONTRACTOR

Category: Customer Experience Design / Service Design

Date Posted: 2026-09-18

Experience Level: 8+ Years

Remote Status: On-site

🚀 Role Summary

Spearhead the design of end-to-end customer and service experiences by analyzing current states and architecting future-state models across digital and physical touchpoints.
Drive service improvement initiatives by identifying friction points, inefficiencies, and opportunities within customer journeys, business processes, and operational systems.
Masterfully facilitate client and stakeholder workshops, including discovery, co-creation, and ideation sessions, to gather insights and drive consensus.
Translate complex operational workflows and service concepts into clear, actionable visual outputs such as service blueprints, journey maps, and process flows.
Collaborate closely with UX designers, researchers, and product teams to ensure seamless integration of service design principles into deliverable experiences.

📝 Enhancement Note: The role is described as "relatively senior" and "hands-on," indicating a need for significant independent contribution and a deep understanding of service design principles. The emphasis on analyzing "people, processes, systems, and touchpoints" suggests a holistic approach to CX and service design, extending beyond purely digital interfaces. The mention of "AI-powered tools" also points to a forward-thinking approach to design methodologies.

📈 Primary Responsibilities

Conduct in-depth research, including user interviews and stakeholder consultations, to thoroughly understand customer needs, behaviors, business objectives, and operational challenges.
Analyze existing services and business processes to pinpoint areas of friction, inefficiency, gaps, and significant opportunities for enhancement.
Develop comprehensive customer journey maps, empathy maps, experience maps, and detailed service blueprints to effectively visualize and communicate findings.
Map both current-state (as-is) and future-state (to-be) experiences, services, and processes, clearly articulating how they operate and how they should evolve.
Plan, structure, and lead client and stakeholder workshops, including discovery, journey mapping, co-creation, ideation, and future-state design sessions, ensuring productive outcomes.
Lead dynamic workshop discussions, skillfully manage diverse stakeholder perspectives, and translate workshop outputs into clear insights, actionable decisions, and defined next steps.
Translate intricate business and operational workflows into easily understandable visual process maps and service models.
Foster strong collaboration with UX designers, researchers, business analysts, product teams, and other specialists to translate service concepts into tangible, deliverable experiences.
Validate proposed journeys and service concepts through user testing and stakeholder feedback to ensure alignment and effectiveness.
Define clear, strategic recommendations and opportunities that will guide subsequent product development, UX design, operational adjustments, and technology decisions.
Document and present research findings, journey maps, process analyses, service concepts, and strategic recommendations with clarity and impact to senior stakeholders and clients.

📝 Enhancement Note: The responsibilities emphasize a blend of analytical rigor, creative design, and strong facilitation skills. The need to map both "as-is" and "to-be" states, coupled with the explicit mention of service blueprints, indicates a focus on operationalizing the customer experience rather than just designing front-end interactions. The requirement to translate "complex business and operational workflows" suggests a need for strong business process understanding.

🎓 Skills & Qualifications

Education: While specific degrees are not mandated, a strong academic foundation in Design, Human-Computer Interaction (HCI), Business, Psychology, or a related field is highly beneficial.

Experience: A minimum of 8 years of direct, hands-on experience in Service Design, Customer Experience (CX) Design, or a closely allied discipline is required.

Required Skills:

Proven expertise in mapping complex, end-to-end customer journeys across both digital and physical touchpoints.
Substantial experience in creating and utilizing key service design artifacts: journey maps, service blueprints, experience maps, and process flows.
Demonstrated ability to map both current-state (as-is) and future-state (to-be) services and processes with a strategic outlook.
Highly developed workshop facilitation skills, with the confidence and capability to independently plan and lead sessions involving clients, senior stakeholders, and cross-functional teams.
Experience facilitating a range of workshop types, including discovery, journey mapping, co-creation, ideation, and future-state design sessions.
Solid understanding of the interconnectedness between customer experience and people, processes, operations, systems, and technology.
Experience conducting or closely collaborating with user and stakeholder research to derive actionable insights.
Proven ability to uncover customer needs, pain points, behavioral insights, and opportunities for service improvement.
Strong analytical and problem-solving capabilities, adept at making sense of complex services and business environments.
Ability to simplify intricate systems, processes, and experiences into clear, actionable, and visually compelling outputs.
High proficiency with modern service design, research, mapping, prototyping, and collaboration tools, including Figma, FigJam, Miro, Lucidchart, or comparable platforms.
Up-to-date knowledge of the latest digital and AI-powered tools utilized in research synthesis, journey mapping, service design, visualization, and prototyping.
Aptitude for leveraging AI tools to accelerate research synthesis, analysis, ideation, documentation, and service design activities, while maintaining critical human judgment and quality standards.
Innate curiosity and a proactive willingness to continuously explore and adopt new tools and methods that enhance the speed and quality of the design process.
Exceptional presentation, storytelling, and stakeholder communication skills, capable of engaging diverse audiences.
Ability to work collaboratively within multidisciplinary teams while also demonstrating strong independent ownership of tasks and projects.
Excellent organizational skills with the capacity to manage multiple priorities effectively and adapt to changing project requirements. Preferred Skills:
Fluency in Arabic is considered a significant advantage.
Experience working on-site with clients and adapting to various client environments.
Flexibility to engage with a diverse range of projects, industries, and client settings.

📝 Enhancement Note: The "8+ years of hands-on experience" requirement positions this as a senior role, demanding a high degree of autonomy and strategic input. The explicit listing of specific design and collaboration tools (Figma, Miro, etc.) indicates a practical, hands-on expectation for tool proficiency. The emphasis on AI tools suggests a need for candidates who are not only skilled in traditional methods but also embrace and can integrate emerging technologies into their workflow.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

Showcase a minimum of 3-5 comprehensive case studies that clearly demonstrate your end-to-end service design process, from discovery and research to ideation, design, and recommendations.
For each case study, clearly articulate the client's challenge, your role, the methodologies employed, and the specific outputs (e.g., journey maps, service blueprints, process flows).
Highlight instances where you identified significant friction points or inefficiencies and how your design solutions addressed them, focusing on measurable improvements or strategic impact.
Include examples of your proficiency in using service design tools such as Figma, Miro, or Lucidchart to visualize complex systems and customer journeys.
Demonstrate your ability to translate research findings and workshop outcomes into actionable design concepts and strategic recommendations for clients. Process Documentation:
Provide examples of detailed service blueprints that connect frontstage customer interactions with backstage processes, people, systems, and dependencies.
Include examples of process maps that clearly visualize current-state (as-is) and future-state (to-be) business workflows.
Showcase how you have documented customer journey maps, identifying pain points, moments that matter, and opportunities for enhancement.
Present documentation of workshop outputs and how you synthesized these into clear insights, decisions, and actionable next steps for clients.

📝 Enhancement Note: The emphasis on "end-to-end service design process" and "actionable visual outputs" suggests that the portfolio should not just be a collection of designs but a demonstration of a structured methodology applied to real-world problems, with clear articulation of the "why" and "how." The inclusion of AI tools in the portfolio demonstration would be a strong differentiator.

💵 Compensation & Benefits

Salary Range: Given the senior experience level (8+ years), the on-site nature in Beirut, Lebanon, and the contractor employment type, a competitive salary range for a Service Designer / CX Designer would typically fall between $3,000 - $6,000 USD per month. This estimate is based on industry benchmarks for experienced design professionals in consulting/agency environments in similar regions, accounting for the contractor status which may exclude traditional employee benefits.

Benefits: As a contractor, benefits are typically not provided directly by the company, but may include:

Potential for contract extension based on performance and project needs.
Opportunity to work on diverse and impactful projects across various industries.
Exposure to cutting-edge design tools and methodologies, including AI-powered solutions.
Collaborative and dynamic work environment within an advertising agency setting.
Professional development opportunities through challenging client engagements and cross-functional team collaboration.
Potential for direct client interaction and high-level stakeholder engagement.

Working Hours: The standard working hours are estimated at 40 hours per week, aligning with typical full-time employment expectations. However, as a contractor, flexibility may be negotiated based on project demands and client needs, potentially requiring extended hours during critical project phases.

📝 Enhancement Note: The salary range is an estimate based on the provided location (Beirut, Lebanon), experience level (8+ years), and employment type (Contractor). Research for this estimate involved cross-referencing salary data for similar roles in the Middle East region, considering agency/consulting rates, and factoring in the typical compensation structure for contract positions which often command a higher hourly/monthly rate to offset the lack of traditional benefits. The absence of specific benefits listed suggests a standard contractor arrangement.

🎯 Team & Company Context

🏢 Company Culture

Industry: Advertising & Marketing, with a focus on service design and customer experience transformation. This industry demands creativity, strategic thinking, and a deep understanding of consumer behavior and business objectives.

Company Size: While specific numbers are not provided, Brainlake Advertising LLC is described as an organization with a dedicated team, suggesting a mid-sized agency environment where collaboration and direct impact are key.

Founded: The founding date is not specified, but the agency's focus on modern design principles and AI-powered tools indicates a dynamic and forward-thinking organization.

Team Structure:

The Service Designer / CX Designer will likely be part of a design or strategy team, working alongside UX designers, researchers, strategists, and account managers.
Reporting structure is likely to be to a Design Lead, Head of Strategy, or a Project Manager, with direct interaction with senior client stakeholders.
Cross-functional collaboration is essential, involving close partnerships with client-side teams, product managers, business analysts, and potentially technology implementation teams. Methodology:
Data-driven insights from user research and stakeholder interviews will form the foundation of design decisions.
Emphasis on iterative design processes, employing frameworks like Design Thinking and Lean UX.
Utilization of visual tools for mapping complex systems, journeys, and processes to facilitate understanding and co-creation.
Integration of AI tools to enhance efficiency in research synthesis, ideation, and documentation.
Focus on translating strategic concepts into practical, implementable service solutions that meet both customer and business needs.

Company Website: https://jobs.workable.com/company/1Ks6bzaW1zFF62Xr7snSZ6/jobs-at-brainlake-advertising-llc

📝 Enhancement Note: The company's positioning within the advertising industry, combined with a specific focus on service design and CX, suggests a culture that values creativity, client-centricity, and innovative problem-solving. The mention of "YALLA!" in the call to action implies a fast-paced, energetic, and possibly informal work environment.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as "relatively senior," requiring at least 8 years of specialized experience. It implies a level of autonomy, strategic input, and the ability to lead design initiatives with minimal supervision. The focus is on hands-on contribution rather than extensive team management, though leadership in design thinking and facilitation is expected.

Reporting Structure: The Service Designer / CX Designer will likely report to a senior design or strategy lead within Brainlake Advertising LLC. They will also work closely with project managers and directly engage with client-side stakeholders, including potentially C-suite executives, depending on the project scope.

Operations Impact: The role's impact is significant, directly influencing how clients' customers interact with their services and brands. By improving end-to-end experiences, the designer contributes to increased customer satisfaction, loyalty, operational efficiency, and ultimately, business growth for Brainlake's clients. This role bridges the gap between customer needs, business objectives, and practical operational implementation.

Growth Opportunities:

Specialization: Deepen expertise in specific service design methodologies, industry verticals, or advanced areas like AI-driven service design.
Leadership: Progress to a Senior Service Designer, Design Lead, or Head of CX role, potentially managing small teams or leading larger strategic initiatives.
Client Engagement: Develop stronger client relationship management skills, becoming a trusted advisor on CX and service design strategy.
Skill Expansion: Gain exposure to broader advertising and marketing strategy, further enhancing a holistic understanding of client business challenges.
Mentorship: Opportunity to mentor junior designers and contribute to the development of internal design practices and standards.

📝 Enhancement Note: The "8+ years" and "relatively senior, hands-on" description points to a role focused on deep expertise and execution rather than pure management. Growth is likely to come from increasing project complexity, client influence, and specialization within service design.

🌐 Work Environment

Office Type: The role requires willingness to work "on-site with clients," indicating a blend of potential office-based work at Brainlake Advertising LLC and frequent client-site engagements. This suggests a dynamic and potentially mobile work environment.

Office Location(s): The primary location is Beirut, Lebanon. Client-site work may involve travel within Beirut and potentially surrounding areas, depending on the client's operational footprint.

Workspace Context:

A collaborative environment within Brainlake Advertising LLC, likely featuring open-plan spaces conducive to brainstorming and teamwork.
Access to modern design tools and technology, including software like Figma, FigJam, Miro, and Lucidchart, as well as AI-powered design assistants.
Opportunities for close interaction with multidisciplinary teams, including UX designers, researchers, strategists, and account managers, fostering a rich exchange of ideas.
Client-site work may involve adapting to various office environments, requiring flexibility and professionalism.

Work Schedule: The role is listed as a CONTRACTOR with an estimated 40 working hours per week. While a standard schedule is implied, the nature of agency work and client-site engagements may necessitate flexibility, with potential for extended hours during critical project phases or client deadlines.

📝 Enhancement Note: The "on-site with clients" requirement is a key differentiator, suggesting that adaptability to different client environments and a strong on-site presence are crucial. This implies a need for excellent professional demeanor and the ability to integrate seamlessly into client teams.

📄 Application & Portfolio Review Process

Interview Process:

Initial Screening: A review of CV and portfolio to assess experience, relevant skills, and alignment with the role's requirements.
Portfolio Presentation & Discussion: Candidates will likely be asked to present 1-2 key case studies from their portfolio, detailing their service design process, methodologies, and outcomes. Be prepared to discuss your role, decision-making rationale, and the impact of your work.
Skills-Based Interview: Questions will focus on your experience with journey mapping, service blueprints, workshop facilitation, research synthesis, and your approach to problem-solving complex service challenges. Expect scenario-based questions.
Tools & Technology Assessment: Discussion around your proficiency with specific design and collaboration tools (Figma, Miro, etc.) and your experience with AI-powered design tools.
Cultural Fit & Client Interaction: Assessment of your ability to work collaboratively within a multidisciplinary team and your comfort level with client-facing interactions and on-site work.
Final Interview: May involve discussions with senior leadership to finalize the decision.

Portfolio Review Tips:

Structure is Key: Organize your portfolio logically, with clear case study introductions outlining the problem, your role, and the objectives.
Show, Don't Just Tell: For each case study, visually showcase your key deliverables (journey maps, blueprints, process flows, wireframes, prototypes). Explain the rationale behind your design choices.
Highlight Impact: Quantify your achievements where possible (e.g., "identified X% improvement in process efficiency," "led to Y% increase in customer satisfaction"). If not quantifiable, articulate the strategic value and expected outcomes.
Process Over Polish: While aesthetics matter, emphasize the process and methodology you followed. Demonstrate how you navigated challenges and adapted your approach.
AI Integration: If applicable, showcase how you've integrated AI tools into your workflow and the benefits derived.
Conciseness: Be prepared to walk through your portfolio efficiently, focusing on the most relevant projects for this role.

Challenge Preparation:

Scenario-Based Problems: Be ready to discuss how you would approach a hypothetical service design challenge presented by the interviewer. Think about your first steps, key activities, and expected deliverables.
Workshop Simulation: You might be asked about your approach to facilitating a specific type of workshop (e.g., ideation, prioritization).
Process Mapping Exercise: Prepare to sketch out a simplified process map or journey map for a common service.
Stakeholder Management Scenarios: Consider how you would handle conflicting stakeholder opinions or resistance to proposed design solutions.

📝 Enhancement Note: The emphasis on a "hands-on role" and "relatively senior" experience suggests that interviewers will probe deeply into your process and problem-solving abilities. The portfolio is critical; it needs to clearly demonstrate your end-to-end service design capabilities and your ability to translate complex issues into actionable solutions.

🛠 Tools & Technology Stack

Primary Tools:

Design & Collaboration: Figma, FigJam, Miro, Lucidchart (or similar platforms for mapping, wireframing, prototyping, and collaborative ideation).
Research & Synthesis: Tools for qualitative and quantitative data analysis, user interview platforms, and potentially survey tools.
AI-Powered Design Tools: Candidates are expected to be knowledgeable and utilize AI tools for research synthesis, analysis, ideation, documentation, and prototyping acceleration.

Analytics & Reporting:

While not explicitly mentioned as primary tools for this role, an understanding of how service design impacts key performance indicators (KPIs) is crucial. Familiarity with analytics platforms (e.g., Google Analytics, Mixpanel, Amplitude) to understand user behavior and measure service effectiveness would be beneficial.
Tools for creating presentations and reports to communicate findings and recommendations to stakeholders. CRM & Automation:
Awareness of how service design integrates with CRM systems (e.g., Salesforce, HubSpot) and marketing automation platforms to ensure seamless customer journeys.
Understanding of back-end operational systems and how they support front-stage customer interactions.

📝 Enhancement Note: The explicit mention of Figma, FigJam, Miro, and Lucidchart indicates a strong preference for candidates proficient in these widely used collaborative design and mapping tools. The emphasis on "AI-powered tools" suggests that familiarity with emerging AI applications in the design process is not just a plus but a requirement for staying current.

👥 Team Culture & Values

Operations Values:

User-Centricity: A deep commitment to understanding and advocating for the customer's needs and experiences in all design decisions.
Collaboration: A belief in the power of teamwork and cross-functional partnership to achieve holistic solutions.
Innovation: A drive to explore new ideas, tools (including AI), and methodologies to push the boundaries of service design.
Clarity & Simplicity: A dedication to distilling complex problems into clear, understandable, and actionable designs and communications.
Impact-Driven: A focus on delivering tangible value and measurable improvements for clients through effective service design.

Collaboration Style:

Integrated: Works seamlessly within multidisciplinary teams, actively contributing to and learning from diverse perspectives.
Facilitative: Empowers teams and stakeholders through effective workshop leadership, fostering shared understanding and co-creation.
Communicative: Maintains open and transparent communication channels, ensuring all stakeholders are informed and aligned.
Adaptive: Willing to adapt methodologies and approaches based on project needs, client context, and emerging best practices.

📝 Enhancement Note: The agency context suggests a culture that is likely fast-paced, client-focused, and values creative problem-solving. The emphasis on "YALLA!" hints at an energetic, action-oriented environment.

⚡ Challenges & Growth Opportunities

Challenges:

Navigating Complex Stakeholder Landscapes: Effectively managing diverse opinions, priorities, and expectations from various client and internal stakeholders.
Translating Insights into Actionable Designs: Bridging the gap between research findings and practical, implementable service solutions within client constraints.
Integrating Digital and Physical Experiences: Designing seamless journeys that span both online and offline touchpoints, requiring a holistic understanding of service delivery.
Keeping Pace with Technological Advancements: Continuously learning and integrating new design tools, methodologies, and AI capabilities to maintain a competitive edge.
Client-Site Adaptability: Adjusting to various client environments, cultures, and operational realities while maintaining design integrity.

Learning & Development Opportunities:

Advanced Methodologies: Opportunities to deepen expertise in specialized service design techniques, such as systems thinking, behavioral economics, or service innovation frameworks.
AI in Design: Formal or informal training and exploration of advanced AI applications for service design, research, and prototyping.
Industry Exposure: Working across diverse industries provides broad business acumen and an understanding of various operational challenges.
Client Advisory Skills: Developing skills in strategic consultation and client relationship management, positioning as a trusted advisor.
Mentorship: Gaining insights and guidance from senior designers and strategists within the agency.

📝 Enhancement Note: The challenges highlight the need for strong interpersonal skills, adaptability, and a proactive approach to continuous learning, particularly concerning new technologies like AI.

💡 Interview Preparation

Strategy Questions:

"Describe a time you had to design a service experience that spanned both digital and physical touchpoints. What were the key challenges and how did you address them?" (Focus on demonstrating end-to-end thinking and integration.)
"Walk me through your process for facilitating a service design workshop with senior stakeholders who have conflicting priorities. How do you ensure alignment and actionable outcomes?" (Prepare to detail your facilitation techniques, agenda setting, and conflict resolution strategies.)
"How would you approach identifying and analyzing friction points in a client's current customer service process? What tools and methods would you use?" (Highlight your analytical skills, research methods, and process mapping capabilities.) Company & Culture Questions:
"Why are you interested in joining Brainlake Advertising LLC, and what excites you about our focus on Service Design and CX?" (Research the company's work, values, and any public-facing projects.)
"How do you stay current with the latest trends in service design, CX, and AI-powered tools?" (Showcase your curiosity and commitment to continuous learning.)
"Describe a project where you had to simplify a very complex service or process for a client. What was your approach and what was the outcome?" (Prepare a case study emphasizing clarity and simplification.) Portfolio Presentation Strategy:
Select Impactful Projects: Choose 2-3 case studies that best represent your end-to-end service design capabilities, workshop facilitation experience, and ability to create actionable outputs.
Tell a Story: Frame each case study as a narrative: the problem, your journey of discovery and design, the solutions, and the results/impact.
Highlight Your Role: Clearly define your contributions, especially if it was a collaborative project.
Showcase Visuals: Present your journey maps, service blueprints, and process flows clearly and explain their significance.
Discuss Tools and AI: Be ready to talk about your proficiency with tools like Figma and Miro, and specifically how you've leveraged AI tools to enhance your design process.

📝 Enhancement Note: Expect questions that probe your practical application of service design principles, your ability to manage complex stakeholder dynamics, and your familiarity with modern design tools, including AI. The portfolio presentation is a critical component, so practice articulating your process and impact concisely.

📌 Application Steps

To apply for this Service Designer / CX Designer position:

Submit your CV and portfolio to careers@brainlake.com.
Portfolio Customization: Ensure your portfolio prominently features case studies demonstrating end-to-end service design processes, journey mapping, service blueprints, and workshop facilitation. Tailor your case study selection to highlight experience relevant to advertising or client-facing services if possible.
Resume Optimization: Update your resume to clearly articulate your 8+ years of experience in Service Design/CX, highlighting key responsibilities and achievements using keywords from the job description (e.g., journey mapping, service blueprints, stakeholder management, AI tools).
Interview Preparation: Practice articulating your design process, presenting case studies, and answering scenario-based questions related to complex service challenges and stakeholder management. Be ready to discuss your experience with Figma, Miro, and AI-powered design tools.
Company Research: Familiarize yourself with Brainlake Advertising LLC's work, philosophy, and any recent campaigns or projects. Understand their approach to client service and design.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Service Designer / CX Designer