Experience Design Team Leader
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Job Description
Experience Design Team Leader defining end-to-end customer experience architecture and blueprints. Leading workshops, stakeholder alignment, and design-team coaching for scalable service ecosystems.
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
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