Head of Customer Experience & Service Design

The Head of Experience Design owns end-to-end experience design strategy and execution across physical (in-store, physical), digital, and phygital touchpoints for Al Tayer Insignia’s portfolio. Playing an instrumental part in shaping the differentiating value proposition of our brands and concepts beyond products, they support the development and realisation of our Customer Strategy and experiential north star, contributing to reinventing the way we do retail and building true regional and global experiential statements.

Focused on crafting and elevating delightful moments that inspire our customers and orchestratating seemless experiences, this role translates key insights (from customer intelligence, trends monitoring, market, VoC, and journey insight) into strategic, compelling, innovative and creative design interventions, across each phases of the end-to-end customer journeys.

The Head of Experience Design acts as the experience design authority for the company, building and scaling a formal and innovative experience design practice/discipline within ATI, from methodology, to tools, governance and talent.

They deploy a customer-centric and brand-centric approach to design, which allows our brands to prioritize the delivery of truly empathetic and human-centric experiences, natively omnichannel and filled with signature moments that drive both customer and commercial outcome. Their work enables the reinvention and future proofing of our existing key formats, from Department Stores to online flagships, our loyalty programme Amber, new concepts, and beyond.

As a cross-functional leader and collaboration role model at heart, the Head of Experience Design ensures that they effectively partner with all business verticals and brands stakeholders, beyond CX & Marketing functions, effectively ensuring that they support their strategic ambitions. They also collaborate successfully with talent across Digital and product teams, IT teams, and other enabling functiuons. Critically, they engage with the store teams, customer care team and other customer facing roles to design in context and with a true focus on relevance.

Finally, the Head of Experience Design works with the Customer Intelligence team and others to effectively measure the key journeys end to end and continuously improve them, ensuring that there is effective ownership.