Senior Service Designer

This is a senior strategic and hands-on role with high visibility, where your work will influence multiple platforms and customer-facing products.

What you’ll do

• Lead the design and evolution of innovative digital travel experiences across websites, mobile apps, check-in kiosks, and onboard portals
• Initiate and drive discovery projects, bringing strong service design methodology into multidisciplinary teams
• Conduct and analyze qualitative and quantitative research in collaboration with UX researchers, data analysts, and business stakeholders
• Map and maintain digital customer journeys, service blueprints, opportunity areas, and conceptual solutions
• Facilitate collaborative workshops (on-site and remote) with cross-functional stakeholders across multiple locations
• Communicate research findings and design insights in a clear, compelling way to influence product direction
• Connect initiatives across the digital organization to ensure coherent customer experiences
• Act as a service design ambassador, promoting design thinking practices within the broader digital department
• Translate insights into actionable product recommendations, balancing customer needs with business priorities

What we’re looking for

• Senior-level expertise in Service Design with 7+ years of experience
• Strong ability to understand and shape complex service ecosystems across multiple touchpoints
• Proven experience conducting user research and translating insights into structured journeys and opportunities
• Excellent storytelling and presentation skills, tailored to different audiences
• High degree of independence, initiative, and decisiveness in managing work and navigating ambiguity
• Strong stakeholder management skills across multidisciplinary and international environments
• Strategic mindset with the ability to maintain the business value behind customer journeys and design insights
• Curious, aware of industry trends, and passionate about travel and digital experiences
• Experience in the mobility or travel industry is a plus, not a requirement

Additional qualities

• Strong collaboration skills and ability to drive co-creation
• Hands-on approach to solving complex, undefined problems
• Ability to work across teams and influence multiple digital platforms
• Comfortable operating as the entry point for design work, managing risks, progress, and cross-team alignment