Senior Service Designer

Your day-to-day

• Lead Cross-Functional Strategic Projects: Own and drive key service design initiatives from concept through to implementation. You will unite and guide teams from Product, Tech, Data and Operations by designing and facilitating high-impact workshops to co-create innovative solutions and embed human-centered design principles across our customer journeys.
• Champion our Customer Vision: Champion and embed a clear set of CX principles and standards across the organisation, ensuring a consistent and high-quality customer experience at every stage of the journey.
• Human-Centered Research & Insight Generation: Lead strategic research to build a deep, empathetic understanding of customer needs within a complex travel ecosystem. Synthesise quantitative analytics and qualitative insights into actionable, data-driven strategies.
• Service Design for a Multi-Supplier Marketplace: Map and visualise the end-to-end customer journey, including the front-stage customer touchpoints and the back-stage operational processes involving multiple suppliers. You will design interventions that create a cohesive and branded experience, even when services are delivered by third-party partners.
• Hybrid Journey Orchestration: Define the strategy for when to leverage automation for speed and when to seamlessly connect customers with our expert human teams for reassurance. Lead the design of journeys that allow us to proactively solve problems before they impact the customer.
• Service Prototyping and Validation: Design, prototype and test innovative service concepts that explore the intersection of digital interfaces, AI, human touchpoints, and multi-supplier operational processes.

Your skillset

• Extensive Service Design Experience: Demonstrated ability to independently lead complex service design projects from discovery to implementation, with a strong portfolio showcasing your work on digital products and services.
• Exceptional Systems Thinking: Proven ability to understand and design for complex systems and marketplace environments. You can deconstruct intricate customer journeys that involve multiple products, services, and suppliers, and identify key areas for improvement.
• Inspirational Communicator: The ability to simplify complex processes and articulate a compelling vision in a way that resonates with and influences stakeholders at all levels. You’re an expert in bringing complex journeys, blueprints, and service concepts to life. Using tools like Miro, Figma or similar, you create compelling visualisations that energise teams and drive clear decisions.
• Inspirational & Influential Collaborator: You thrive in fast-paced, cross-functional teams, translating customer needs into powerful narratives that align different perspectives and secure stakeholder buy-in for customer-centred change.
• A deep sense of customer advocacy and ownership: A relentless focus on building trust and making conscious choices that ensure customers feel supported, cared for, and confident in their choice to book with us.
• Strategic & Analytical Mindset: A strategic mindset complemented by a data-driven approach to problem-solving, with the ability to translate customer insights and business requirements into impactful design solutions.
• Naturally Curious & Action-Oriented: An innate drive to ask questions and challenge the status quo. You excel at managing multiple competing priorities at pace, with a laser focus on implementation, tracking impact, and refining strategies for continuous improvement.

Desirable

• Marketplace or Scale-Up Experience: You’ve thrived in a fast-paced, high-growth environment, ideally within a tech marketplace, start-up, or scaling business. While experience in the travel sector is a bonus, we value expertise gained in any complex, high-growth environment.
• Contact Centre Proficiency: A strong understanding of contact centre technology and operations and how they integrate into a holistic service experience.
• Experience Designing with AI: You’re not just familiar with AI concepts; you have hands-on experience designing services that use AI to create smarter, more intuitive, and proactive customer experiences.