About the Role
We are looking for an experienced Experience Design Team Leader to define and own the end-to-end customer experience architecture across the company's service ecosystem, shaping the future-state ecosystem experience architecture and blueprint.
Responsibilities
•Define the future-state ecosystem experience architecture and blueprint.
•Define and own the end-to-end customer experience architecture across the company's service ecosystem.
•Design connected service ecosystems rather than standalone touchpoints.
•Apply expertise in service blueprints, design systems, journey architecture, prioritization frameworks, and implementation planning.
•Lead workshops, align cross-functional stakeholders, coach a design team, and translate customer insights into scalable operating models and experience standards.
Requirements
•8–12 years of experience in Service Design, Experience Design, Customer Experience, Retail, Hospitality, Aviation, or other multi-site consumer environments.
•Strong expertise in service blueprints, design systems, journey architecture, prioritization frameworks, and implementation planning.
•Exceptional facilitation skills, with the ability to lead workshops, align cross-functional stakeholders, coach a design team, and translate customer insights into scalable operating models and experience standards.
•Preferred backgrounds include Service Design Lead, Experience Design Manager, CX Architecture Lead, or Innovation & Experience Transformation Lead roles within large consumer-facing organizations.
