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

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, and VIP services
• Plan and facilitate structured ideation and co-design workshops with stakeholders
• Establish a persona-anchored journey design methodology
• Identify customer pain points and service improvements across end-to-end journeys
• Build, lead, coach, and develop a Service Design team
• Represent Service Design in cross-functional delivery and governance reviews
• Partner with Quality & Training and Call & Service Center teams to ensure standards are translated into frontline processes
• Develop service blueprints, customer journey maps, personas, and experience principles

Requirements

• 7+ years of experience in Service Design, Customer Experience (CX), or Experience Design
• Proven experience leading service design or CX transformation initiatives
• Strong experience designing end-to-end customer journeys across multiple channels
• Demonstrated experience facilitating ideation and stakeholder workshops
• Strong understanding of service design methodologies including journey mapping and service blueprints
• Previous experience in a team lead or managerial capacity
• Strong stakeholder management skills
• Experience translating service design concepts into frontline processes and training
• Ability to work onsite in Abu Dhabi for the full 3-month contract