# CX Service Designer

> BlackStone eIT · Dubai, United Arab Emirates (Hybrid) · Contract · Posted 2026-06-28

**Workplace:** hybrid

**Department:** UI/UX Design

## Description

-   Analyze existing services and identify opportunities to improve customer experience and service delivery.
-   Design customer journeys (As-Is & To-Be) to enhance user experience and operational efficiency.
-   Collaborate with Business Analysts, UX/UI Designers, and Technical teams to align business, user, and technical requirements.
-   Develop service design artifacts such as Customer Journey Maps, Service Blueprints, User Personas, Process Flows, and Service Catalogs.
-   Identify pain points and recommend improvements to simplify processes and enhance customer satisfaction.
-   Ensure consistency across digital service channels and support the implementation of customer-centric solutions.
-   Participate in workshops, stakeholder meetings, and design review sessions to support project delivery.

## Requirements

**Key Responsibilities**

**1 Service Discovery & Analysis**

-   Conduct workshops and working sessions with key stakeholders to gather insights and understand current service delivery models.
-   Analyze existing services and identify gaps, inefficiencies, and improvement opportunities.
-   Map **current state (As-Is)** customer journeys across all relevant services.

**2 Service Design & Experience Definition**

-   Design **future state (To-Be)** customer journeys with a focus on improving user experience and operational efficiency.
-   Identify and address pain points, delays, redundancies, and service gaps.
-   Ensure consistency and standardization of services across all channels (web, mobile, backend).

**3 Alignment Across Business, UX, and Technology**

-   Collaborate closely with Business Analysts and UX/UI teams to:
-   Align business requirements with user experience design.
-   Ensure feasibility and alignment with technical architecture and implementation constraints.
-   Act as a bridge between business, design, and technical teams to ensure cohesive service delivery.

**4 Customer Experience (CX) Optimization**

-   Simplify service processes by reducing unnecessary steps and removing friction points.
-   Enhance usability and accessibility of services.
-   Ensure a consistent and seamless customer experience across all touchpoints.

**5 Service Design Artifacts Development**

Develop and maintain comprehensive service design deliverables, including but not limited to:

-   Customer Journey Maps (As-Is and To-Be)
-   Service Blueprints (including frontstage and backstage processes)
-   User Personas
-   Stakeholder Maps
-   Service Ecosystem Maps
-   Service Catalogs
-   End-to-end Process Flows
-   Experience Guidelines and Design Principles

**6 Recommendations & Continuous Improvement**

-   Provide actionable recommendations for service optimization and transformation.
-   Support prioritization of services based on impact, complexity, and business value.
-   Contribute to defining a scalable and sustainable service design framework.

**3\. Deliverables**

The Service Designer is expected to deliver the following:

-   As-Is and To-Be Customer Journey Maps
-   Detailed Service Blueprints (frontstage & backstage)
-   User Personas
-   Service Catalog
-   Process Flow Diagrams
-   Stakeholder & Ecosystem Maps
-   Experience Guidelines
-   Service Optimization Recommendations Report

**4\. Collaboration & Governance**

-   Work under the overall project governance structure.
-   Coordinate with:
-   Project Management Team
-   Business Analysis Team
-   UX/UI Design Team
-   Technical/Development Team
-   Participate in regular project meetings, workshops, and design reviews.

**5\. Expected Outcome**

-   Improved and standardized services
-   Enhanced customer experience and satisfaction
-   Optimized service delivery processes
-   Clear alignment between business, design, and technology

## Apply

[Apply at BlackStone eIT](https://apply.workable.com/blackstone-eit-2/j/EE231FC15E/apply)

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