Senior Service Designer – CX Owner (Client-Side)

We are seeking a strategic, experienced Senior Service Designer to lead and own the Customer Experience (CX) function, with a specific focus on early-stage Service and UX design. This role is critical in shaping the pre-design phase of digital products by validating service flows, ensuring business and technical alignment, and defining user-centric journeys before transitioning into high-fidelity UI design. Contract Type: 1-year contract Reports To: Head of CX or Digital Product Lead What you do Service Design & Journey Mapping Analyze and document current-state (as-is) journeys, services, and operations. Identify friction points, inefficiencies, and user pain areas through research and stakeholder inputs. Design future-state (to-be) journeys that reflect user needs, business goals, and technology capabilities. Facilitate and lead workshops with internal stakeholders to validate and co-create flows. UX Flow Mapping & Requirements Definition Translate service journeys into user flows, wireframes, and experience blueprints. Identify missing use cases, edge conditions, and service dependencies. Ensure alignment of user flows with business rules, compliance needs, and technical feasibility. Work closely with product managers, business analysts, and IT to bridge requirements. Design Handoff Preparation Provide a clear and comprehensive handoff to the UI/UX Design team, including: Finalized journeys and flows Personas and experience use cases Service blueprints Low-fidelity wireframes Compliance, business, and technical summaries Ensure readiness for visual and interaction design phases through a structured validation and sign-off process. Deliverables Current and future state Journey Maps Stakeholder mapping End-to-end Service Blueprints or Flow Diagrams Low-fidelity Wireframes or UX Drafts UX and Business Requirements Summary Document Formal Handoff Package with stakeholder sign-offs Who you are 10+ years of experience in Service Design, UX Strategy, or a related CX leadership role. Demonstrated ability to lead complex design engagements from early concept through to execution. Proficient in design tools such as Miro, Figma, and service blueprinting methodologies. Strong facilitation skills and experience leading cross-functional workshops. Deep understanding of financial services, compliance, and customer-centric design is a plus. Nice to Have Experience with usability labs or large-scale enterprise service rollouts. Familiarity with agile environments and iterative design processes. Background in UX research, systems thinking, or process transformation. Travel This role is onsite full-time at the client's offices in Riyadh, Saudi Arabia. Occasional travel within the Kingdom may be required for workshops or internal coordination.

Gravitas is a design-led strategy and innovation consultancy. We use design thinking and systems-level problem solving to help ambitious leaders and organizations create remarkable products, services, and experiences.