# Service Designer Team Lead 3 Months onsite in Abu Dhabi - Octopus by RTG

**Company:** [robusta](http://jobs.workable.com/companies/uGNRDE2QgsGUtGKrRkBhB5.md)
**Location:** Abu Dhabi, United Arab Emirates
**Workplace:** on site
**Department:** Octopus Talents '25

[Apply for this job](http://jobs.workable.com/view/84296d6c-e4a0-434f-963c-bcc1d891d3a7)

## Description

We are looking for an experienced **Service Designer – Team Lead** to lead the design and transformation of customer experiences across physical, digital, and assisted-service channels.

The successful candidate will own service experience design standards, lead the redesign of key customer-facing services, facilitate structured co-design workshops, and establish a persona-led journey design approach. The role will also involve building and leading a small Service Design team and working closely with Operations, IT, Human Capital, Quality & Training, and Customer Service functions.

### Key Responsibilities

-   Own and establish **service experience design standards** across physical, digital, and assisted-service channels.
-   Lead the redesign of key **energy and mobility services**, including:

-   Fuel
-   EV Charging
-   LPG
-   Car Wash
-   VIP/Value-added customer services

-   Plan and facilitate structured **ideation and co-design workshops** with individual service lines and key stakeholders.
-   Establish a **persona-anchored journey design methodology**, ensuring design priorities are aligned with key customer segments.
-   Identify customer pain points, opportunities, and service improvements across end-to-end customer journeys.
-   Prioritize service design initiatives and recommend where design investment will deliver the greatest customer and business impact.
-   Build, lead, coach, and develop a Service Design team, including a **Service Design Specialist and Analyst**.
-   Represent Service Design in cross-functional delivery and governance reviews with **Operations, IT, Human Capital**, and other relevant stakeholders.
-   Partner with **Quality & Training** and **Call & Service Center** teams to ensure service design standards are effectively translated into frontline processes, scripts, and training materials.
-   Ensure consistency between the intended customer experience and the experience delivered across frontline and digital touchpoints.
-   Develop service blueprints, customer journey maps, personas, experience principles, and other service design deliverables as required.
-   Drive stakeholder alignment and ensure service design recommendations are translated into actionable implementation plans.

## Requirements

-   7+ years of experience in **Service Design, Customer Experience (CX), Experience Design, or a closely related field**.
-   Proven experience leading **service design or CX transformation initiatives** across multiple customer touchpoints.
-   Strong experience designing **end-to-end customer journeys** across physical, digital, and assisted-service channels.
-   Demonstrated experience facilitating **ideation, co-design, and stakeholder workshops**.
-   Strong understanding of **service design methodologies**, including journey mapping, personas, service blueprints, customer research, and experience principles.
-   Previous experience in a **team lead / managerial capacity**, including coaching or managing service design professionals.
-   Strong stakeholder management skills with the ability to work effectively across business, operations, technology, and customer-facing functions.
-   Experience translating service design concepts into **frontline processes, scripts, training, and operational standards**.
-   Strong communication, presentation, facilitation, and problem-solving skills.
-   Ability to work **onsite in Abu Dhabi** for the full 3-month contract.
-   Experience working in large, complex, customer-facing organizations is highly preferred.

### Contract Details

**Contract:** 3 Months  
**Location:** Abu Dhabi, UAE  
**Work Arrangement:** Onsite  
**Availability:** Candidates must be available to work onsite in Abu Dhabi for the duration of the contract.