Overview

Sr. Director/Digital Design Jobs in Dubai, Dubai, United Arab Emirates at e& UAE

Title: Sr. Director/Digital Design

Company: e& UAE

Location: Dubai, Dubai, United Arab Emirates

Job Description

Lead the digital experience vision, design strategy, and experience governance across all customer-facing digital channels. The role is accountable for creating intuitive, consistent, and commercially effective experiences across mobile apps, web, self-service channels, and emerging AI-powered interfaces, while enabling squads to deliver at speed without compromising customer experience quality.

The role acts as the organization's digital experience authority, ensuring that customer needs, business objectives, and technology capabilities are aligned through scalable design practices, governance frameworks, shared assets, and experience standards.

In addition, the role is responsible for establishing and evolving Digital Design as a Center of Excellence (CoE), enabling consistency, scalability, innovation, and design maturity across the organization.

Responsibilities

Digital Experience Strategy

  • Define and drive the digital experience vision across all customer-facing digital channels.
  • Establish customer-centric design principles, experience standards, and design frameworks.
  • Translate business objectives into experience roadmaps and prioritized initiatives.
  • Drive continuous improvement of digital experiences through customer insights, analytics, research, and benchmarking.
  • Champion best-in-class digital experiences aligned with evolving customer expectations and market trends.

Design Leadership

  • Lead multidisciplinary teams covering:
    • UX Design
    • UI Design
    • Content Design
    • User Research
    • Design Operations
  • Build and develop a high-performing design organization.
  • Foster a culture of innovation, collaboration, experimentation, and customer-centric thinking.
  • Establish clear career paths, capability frameworks, and talent development programs.

Experience Governance

  • Own and govern digital experience quality across all digital products and squads.
  • Establish design review frameworks and quality assurance mechanisms.
  • Ensure compliance with design standards, accessibility requirements, and experience principles.
  • Act as the final authority on digital experience quality and design decisions.
  • Define governance processes that balance customer experience excellence with delivery agility.

Design Center of Excellence (CoE)

  • Define and implement the Design CoE vision, operating model, governance framework, and service catalogue.
  • Establish enterprise-wide design standards, methodologies, and best practices.
  • Drive consistency across customer experiences through shared frameworks, reusable assets, and centralized design capabilities.
  • Develop and govern the organization's Design System, design tokens, component libraries, and experience standards.
  • Create scalable processes for design reviews, quality assurance, and experience governance across product teams.
  • Establish design maturity frameworks and continuously improve design capabilities across the organization.
  • Build shared capabilities including:
    • Design Systems
    • User Research
    • Accessibility
    • Content Design
    • Design Operations
    • AI-Assisted Design Workflows
  • Enable business units through coaching, training, frameworks, and governance support.
  • Promote design thinking and customer-centricity across the organization.
  • Identify opportunities to leverage AI to improve design productivity, scalability, and operational efficiency.

Design System & Design Operations

  • Own the enterprise Design System and component libraries.
  • Drive standardization and consistency across web, app, and future digital channels.
  • Ensure effective adoption of design systems across squads and delivery teams.
  • Partner with Technology teams to drive tokenization, implementation consistency, and scalability.
  • Improve efficiency through reusable assets, templates, and AI-enabled design workflows.

Digital Journey Excellence

  • Lead the design and optimization of digitally initiated customer journeys across key customer touchpoints.
  • Identify friction points that impact the success of digital journeys beyond the digital interface.
  • Collaborate with Operations, Care, Retail, Fulfilment, and Technology teams to improve journey continuity and customer outcomes.
  • Ensure digital experiences accurately reflect operational processes and customer expectations.
  • Drive improvements in supporting touchpoints such as:
    • Order fulfilment
    • Device delivery communications
    • Installation scheduling
    • Service activation
    • Status tracking
    • Post-purchase support interactions
  • Apply service design methodologies to understand and improve cross-functional customer journeys.
  • Use customer insights, analytics, and operational data to identify journey optimization opportunities.
  • Ensure seamless transitions between digital channels and dependent operational touchpoints.

AI & Emerging Experience Innovation

  • Lead adoption of AI-enabled design practices and tools.
  • Explore conversational, agentic, and personalized customer experiences.
  • Drive integration of AI capabilities into customer journeys while maintaining usability, trust, and transparency.
  • Identify opportunities to improve customer outcomes and operational efficiency through AI-powered experiences.
  • Establish best practices for AI-assisted design and content generation.

Vendor & Agency Management

  • Manage strategic design partners, agencies, and external service providers.
  • Define delivery standards, performance expectations, and governance processes.
  • Monitor vendor performance against quality, speed, innovation, and commercial objectives.
  • Ensure effective utilization of external design capacity and expertise.

Stakeholder Management

  • Partner closely with Product, Technology, Commercial, Care, Retail, Data, Operations, and Marketing teams.
  • Influence senior stakeholders through customer insights, experience strategies, and evidence-based recommendations.
  • Align cross-functional teams around customer-centric solutions and experience priorities.
  • Communicate experience vision, progress, and outcomes to executive leadership.

Qualifications

  • Bachelor's degree in Design, Human-Computer Interaction, Product Design, Psychology, Business, Computer Science, or a related field.
  • 12+ years of experience in Digital Experience, UX, Product Design, Service Design, or Customer Experience-related disciplines.
  • 5+ years leading large-scale design organizations.

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