Specialist, Customer Experience (Design)

JOB PURPOSE

The Specialist, Customer Experience (Design) is responsible for designing, optimizing, and standardizing end-to-end customer journeys across all ADNOC Distribution retail touchpoints. The role translates customer insights and business requirements into actionable experience designs, service blueprints, and improvement initiatives. It supports the organization’s strategic objective of enhancing customer satisfaction, loyalty, and operational efficiency through structured service design and design-thinking methodologies.

KEY ACCOUNTABILITIES

Customer Journey & Experience Design

• Design and document end-to-end customer journeys across physical, digital, and assisted channels, ensuring alignment with customer needs and business objectives.
• Develop detailed service blueprints, experience flows, and personas that clearly define customer interactions, front-stage, and back-stage processes.
• Identify customer pain points, moments of truth, and experience gaps using qualitative and quantitative customer insights.
• Translate complex service interactions into clear, visual, and actionable design artifacts for business and operational teams.
• Ensure all experience designs are scalable, repeatable, and compliant with corporate service standards.

Experience Strategy & Design Thinking

• Apply structured design-thinking methodologies to frame problems, ideate solutions, prototype experiences, and validate concepts.
• Support the development of experience strategies that align customer expectations with ADNOC Distribution’s retail and digital ambitions.
• Collaborate with stakeholders to co-create experience improvements that balance customer value, feasibility, and cost efficiency.
• Support innovation initiatives by introducing best practices in service design and customer experience management.
• Ensure experience design outputs contribute measurably to customer satisfaction and loyalty metrics.

Operational Alignment & Excellence

• Work closely with Retail Operations, Digital, and Support Functions to ensure experience designs are operationally feasible and executable.
• Align experience improvements with existing service delivery models, SOPs, and operational capabilities.
• Support implementation teams by translating experience designs into clear requirements and execution guidelines.
• Monitor post-implementation performance to assess effectiveness and identify further optimization opportunities.
• Promote continuous improvement by embedding customer feedback and performance insights into experience enhancements.

Stakeholder Engagement & Collaboration

• Partner with internal stakeholders to align on experience objectives, priorities, and delivery timelines.
• Facilitate structured workshops, design sprints, and ideation sessions to gather inputs and build consensus.
• Present customer journeys, experience concepts, and insights to senior management and cross-functional forums.
• Act as a subject matter expert on customer experience design within assigned initiatives and projects.
• Ensure stakeholder feedback is systematically incorporated into experience design outputs.

Design Governance & Enablement

• Maintain and continuously update a centralized library of customer experience assets, including journey maps, personas, and templates.
• Support the development and rollout of customer experience design standards and guidelines.
• Ensure consistency of experience design outputs across different initiatives and touchpoints.
• Provide guidance and support to teams adopting customer experience design tools and methodologies.
• Stay current with global trends, tools, and innovations in service design and customer experience.

Performance Monitoring & Insights

• Support tracking of customer experience KPIs, including CSAT, NPS, retention, and adoption metrics.
• Analyze insights from Voice of Customer (VoC) platforms and operational data to inform design decisions.
• Measure the impact of experience design initiatives on customer behaviour and business outcomes.
• Prepare structured reports and dashboards to communicate experience performance and improvement opportunities.
• Use data-driven insights to prioritize experience initiatives and refinements.

QUALIFICATIONS

Minimum Qualification

• Bachelor’s degree in design, Business, Marketing, or a related discipline.
• Master’s degree in service design, Customer Experience, or Business Management is preferred.

EXPERIENCE

• 8 years of experience in customer experience, service design, UX, or related roles.
• Proven experience in customer journey mapping, service blueprinting, and experience optimization.
• Experience working in cross-functional and matrix environments, preferably within retail, services, or consumer-facing industries.

KNOWLEDGE & SKILLS

• Strong expertise in design-thinking methodologies and customer-centric frameworks.
• Excellent visualization, storytelling, and presentation skills.
• Strong stakeholder management and facilitation capabilities.
• Analytical mindset with the ability to translate insights into practical design solutions.
• Proficiency in CX, design, and analytics tools (e.g., Medallia, Qualtrics, Miro, Figma, Power BI).
• Strong communication skills in English; Arabic is an advantage.