The UX / Operator Journey Designer Lead owns the end-to-end user experience for enterprise platforms, with a focus on operator and developer journeys across service catalogs, onboarding flows, monitoring/operations consoles, and AI interfaces. The role translates stakeholder needs into clear, consistent, and accessible experiences that reduce friction, improve adoption, and standardize cross-vendor solutions under a unified design system.

Working with architects, product owners, operations teams, and delivery vendors, the lead defines journey maps, UX standards, and information architecture, and ensures usability and accessibility are embedded into delivery and acceptance criteria.

Duties & Responsibilities

• Define and own operator, admin, and developer journeys across service catalogs, onboarding, and day-2 operations.
• Create journey maps, personas, and service blueprints for key workflows (onboarding, monitoring, incident handling, AI enablement).
• Establish UX standards and a design system for platform portals, dashboards, and cross-vendor UI consistency.
• Design information architecture and navigation for platform self-service (catalog, subscriptions, workspaces, quotas, documentation).
• Define UX requirements for operational interfaces: alert triage, RCA workflows, change approvals, SLO dashboards, runbooks access.
• Support AI experience design: chat/RAG UX patterns, citations/grounding UI, feedback loops, and tool discovery UX.
• Conduct usability testing (operators, developers, end-users), synthesize insights, and prioritize UX backlog improvements.
• Define UX acceptance criteria and ensure vendors implement consistent UI patterns and accessibility requirements.
• Coordinate with analytics owners to instrument journeys, define KPIs (conversion, time-to-task, drop-off), and optimize flows.
• Produce and maintain UX artifacts: wireframes, prototypes, UI specs, content guidelines, and localization requirements (Arabic/English).

Skills & Abilities

• Strong capability in UX strategy and service design for complex platforms (operator/dev portals, dashboards, workflows).
• Ability to simplify complex technical concepts into intuitive user journeys and information architecture.
• Experience defining design systems and enforcing UX consistency across multiple vendor teams.
• Strong usability testing and research skills; data-driven UX using analytics and qualitative insights.
• Excellent communication and stakeholder alignment skills across technical and non-technical teams.

Education & Background

• Bachelor’s degree in Computer Science, Information Technology, Human-Computer Interaction, or related field; Master’s degree highly preferred.
• 7+ years in UX design/service design roles, including enterprise platforms, operations consoles, or developer tools.
• Demonstrated experience creating design systems and scaling UX across multiple products/vendors.
• Experience designing workflows for monitoring/ITSM/operations (incident, change, approvals, dashboards).
• Experience with accessibility standards (WCAG) and localization, ideally Arabic/English UI considerations.
• Experience collaborating with engineering and architecture teams in agile delivery environments; familiarity with product analytics.

Preferred Tools / Soft Skills

Preferred Tools

• Design & prototyping: Figma/FigJam, Miro, Adobe XD (optional)
• UX analytics: PostHog (preferred), Hotjar-style replay concepts, funnel/retention analysis
• Delivery collaboration: Jira/Confluence, design system documentation tools, component libraries (e.g., Storybook)

Soft Skills

• Strong facilitation for workshops (journey mapping, co-design, stakeholder alignment)
• Empathy and ability to balance operator constraints with developer productivity
• High attention to detail with pragmatic prioritization
• Ability to influence vendors and maintain standards without blocking delivery
• Clear storytelling and executive-ready presentation skills