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

We are looking for an experienced Service Designer – Team Lead to lead the design and transformation of customer experiences across physical, digital, and assisted-service channels. The successful candidate will own service experience design standards, lead the redesign of key customer-facing services, facilitate structured co-design workshops, and establish a persona-led journey design approach. The role will also involve building and leading a small Service Design team and working closely with Operations, IT, Human Capital, Quality & Training, and Customer Service functions. Key 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 • VIP/Value-added customer services • Plan and facilitate structured ideation and co-design workshops with individual service lines and key stakeholders. • Establish a persona-anchored journey design methodology, ensuring design priorities are aligned with key customer segments. • Identify customer pain points, opportunities, and service improvements across end-to-end customer journeys. • Prioritize service design initiatives and recommend where design investment will deliver the greatest customer and business impact. • Build, lead, coach, and develop a Service Design team, including a Service Design Specialist and Analyst. • Represent Service Design in cross-functional delivery and governance reviews with Operations, IT, Human Capital, and other relevant stakeholders. • Partner with Quality & Training and Call & Service Center teams to ensure service design standards are effectively translated into frontline processes, scripts, and training materials. • Ensure consistency between the intended customer experience and the experience delivered across frontline and digital touchpoints. • Develop service blueprints, customer journey maps, personas, experience principles, and other service design deliverables as required. • Drive stakeholder alignment and ensure service design recommendations are translated into actionable implementation plans. Requirements • 7+ years of experience in Service Design, Customer Experience (CX), Experience Design, or a closely related field. • Proven experience leading service design or CX transformation initiatives across multiple customer touchpoints. • Strong experience designing end-to-end customer journeys across physical, digital, and assisted-service channels. • Demonstrated experience facilitating ideation, co-design, and stakeholder workshops. • Strong understanding of service design methodologies, including journey mapping, personas, service blueprints, customer research, and experience principles. • Previous experience in a team lead / managerial capacity, including coaching or managing service design professionals. • Strong stakeholder management skills with the ability to work effectively across business, operations, technology, and customer-facing functions. • Experience translating service design concepts into frontline processes, scripts, training, and operational standards. • Strong communication, presentation, facilitation, and problem-solving skills. • Ability to work onsite in Abu Dhabi for the full 3-month contract. • Experience working in large, complex, customer-facing organizations is highly preferred. Contract Details Contract: 3 Months Location: Abu Dhabi, UAE Work Arrangement: Onsite Availability: Candidates must be available to work onsite in Abu Dhabi for the duration of the contract.