Lead Experience (CX) Designer

The Lead Experience Designer is the craft lead of Al Tayer Insignia's Experience Design practice, translating experience strategy into concrete, tested design work across physical, digital, and phygital touchpoints. Reporting into the Head of Experience Design, they turn the vision for our brands' differentiating experiences into detailed journey maps, service blueprints, and prototypes that teams across the business can act on. All designed with clear and relevant customer and stakeholder personas in mind.

This role builds and maintains the detailed evidence base, from journey maps to service blueprints, that brings customer intelligence, VoC, and journey insight to life as tangible, testable design work, across each phase of the end-to-end customer journeys.

The Lead Experience Designer runs ambitious design projects seemlessly, and is able to follow the end-to-end design process, including is the primary design partner on Amber's clienteling platform and other priority experience initiatives, shaping both member-facing journeys and front-liner/sales associate tools, and ensuring these are grounded in real customer and store needs.

While they focus predominantly on CX Design & Service Design, they have experience in UX design and UI as well as in prototyping. They fully understand product roles and are able to collaborate seemlessly with them.

A hands-on designer, with the right blend of strong critical thinking and creative abilities, the Lead Experience Designer works closely with brand and vertical stakeholders, Digital and product teams, and IT, and, as well as with store teams, customer care, and other customer-facing roles. They master empathy and need states analysis, and are able to understand unique brand strategies to design the corresponding moments and journeys, in context.

Beyond project work, they support the Head of Experience Design in shaping the playbooks, capabilities and strategic avenues required to establish a strong and impactful Experience Design function.

Strategic Roles and Responsibilities

• Contribute design craft expertise to the Head of Experience Design's roadmap, ensuring strategic priorities are translated into detailed, actionable design work.
• Help define and maintain design methodology, standards, and documentation as the Experience Design practice scales.
• Translate worldclass brand DNA and brand strategies into inspiring and differentiating experiences.
• Bring customer intelligence, trends, and journey insight into the design process, ensuring interventions are grounded in evidence rather than assumption.