Customer Journey Specialist

Job description / Role

We are seeking a Customer Journey Specialist to map, design, and improve customer journeys across all channels. You will work with cross-functional teams to identify pain points and design better, more seamless experiences.

Key Responsibilities:
- Create and update customer journey maps, service blueprints, and future-state designs.
- Lead workshops to identify customer needs and co-design solutions.
- Develop service and process design specifications for new experiences.
- Work with digital teams to support UI/UX design and ensure feasibility.
- Use insights from research and VoC data to guide journey improvements.

Qualifications:
- Bachelor’s degree in Service Design, UX/UI, HCI, Business, or related field.
- Experience in service design, journey mapping, or UX roles.
- 2-7 years of experience (depends on educational attainment)
- Strong skills in design tools such as Figma, Sketch, or Adobe XD.
- Knowledge of CX standards (ICXS, IDCXS) is preferred.
- Arabic language is mandatory but not required

Disclaimer: Black Pearl will never ask for money or any form to charge our candidates just to process or consider their application for any of our available vacancies.

About the Company

About Us Helping professionals grow. Supporting businesses thrive.

Black Pearl is a HR consultancy and recruitment firm based in the UAE. We connect skilled professionals with leading organizations across the Gulf region, offering a personalized and thoughtful approach to hiring.

Our team specializes in recruiting for roles across key industries, including but not limited to: - Healthcare and Life Sciences - Engineering and Construction - Technology and Digital - Finance and Accounting - Hospitality and Retail - Government and Emiratization

Whether you’re searching for your next opportunity or looking to hire, we work closely with you to understand your goals and find the right fit.