Customer Experience Designer (CX)
Brainlake Advertising LLCJob Description
About the Role
We are looking for a driven and creative Customer Experience Designer to join our dynamic team. Your mission will be to craft exceptional customer experiences by transforming client briefings into immersive and intuitive design solutions. You’ll focus on building seamless experiences across brand touchpoints, digital products, services, and systems that engage and delight users.
Responsibilities
- Facilitate Vision Workshops: Lead workshops with client stakeholders to explore and define the client’s strategic vision, mission, and guiding principles.
- Define Strategic Objectives: Set clear strategic objectives and initiatives that align with the client’s vision, ensuring their services are customer-centric and impactful.
- Create User Personas: Develop user personas based on in-depth research, identifying user needs, motivations, and expectations.
- Map User Journeys: Design comprehensive user journeys for each persona, outlining how they will interact with the client’s services and digital touchpoints.
- Digital Touchpoints: Identify key digital touchpoints, ensuring a cohesive experience across all customer interactions.
- Host Experience Workshops: Conduct validation workshops with stakeholders to ensure the alignment of personas, journeys, and overall user experience
- Develop Service Blueprints: Translate CX strategy into detailed service blueprints that document the people, processes, and systems supporting the customer experience.
- Present CX Insights: Communicate research findings, design rationale, and CX strategies clearly to both client and internal stakeholders.
Requirements
- 4+ years of experience in CX or service design within digital agencies.
- Proven track record in delivering end-to-end CX initiatives, including research, strategy, design, testing, and implementation.
- Strong UX or service design background.
- Excellent communication skills—both written and verbal (Arabic is a plus).
- Experience in journey mapping and workshop facilitation.
- A detail-oriented, critical thinker with a passion for creating impactful user experiences.
- Strong organizational and presentation skills.
- Proficiency in design and diagramming tools such as Miro, or equivalent platforms.
- Familiarity with AI-powered research and design tools is a plus.
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