CX & Service Designer

The Role:

As a CX & Service Designer on PLAZA, you set the service design strategy for the platform and make it happen. You work at the level of direction and orchestration: defining where the end-to-end experience is heading, keeping it coherent as PLAZA brings legacy systems together, aligning the people who can deliver it, and making sure the parts integrate, even when the hands-on design sits with others.

This is a high-impact role with global visibility, and it is not a people-management role. You lead through influence and clarity, across five product streams (each with its own UX designer) and in close partnership with the Product Lead, Architecture Lead, Engineering Lead, Program Manager, and Agile Coach, as well as stakeholders across Europe, Asia, and the USA.

You:

You are a strategic operator who makes things happen. You think in services and journeys, not just screens, and you hold the whole picture while others work on the parts. You lead through influence rather than authority, getting the right leaders into a room and leaving with a shared, actionable direction. You let evidence guide your decisions, you are comfortable in agile delivery, and you judge success by the difference the work makes to adoption, satisfaction, and NPS rather than by the volume of artefacts produced.

Your Days:

Your work is strategic and orchestral: you set direction, align the people who can make it real, and keep PLAZA moving as one coherent experience.

Strategy and direction

• Own the service design strategy for PLAZA: where the experience is heading, what good looks like, and which problems matter most.
• Translate business goals and user needs into a clear, prioritised direction the streams can act on, keeping the end-to-end experience coherent as the platform evolves.
• Set the direction for research and keep decisions grounded in evidence, then turn insight into the blueprints, journey maps, and value propositions that guide the platform.

Orchestration across streams

• Orchestrate service design across five product streams, each with its own UX designer, making things happen through others rather than doing it all yourself.
• Spot gaps and overlaps between streams and resolve them before they reach users.
• Set shared standards and rituals so the streams move in the same direction, at the same pace.

Stakeholder and leadership alignment

• Drive alignment and decisions with the project leadership: the Product Lead, Architecture Lead, Engineering Lead, Program Manager, and Agile Coach.
• Align stakeholders across Europe, Asia, and the USA, turning different regional needs into a single, clear direction.
• Make the case for service design at leadership level, so the customer view shapes scope, sequencing, and trade-offs.

What We’re Looking For:

Required

• Experience and domain: 7+ years in CX/service design, UX design, or business process design, including B2B or operations-heavy enterprise platforms (travel, logistics, or a similarly complex domain), with a portfolio that shows real problems solved.
• Strategic leadership and orchestration: a track record of setting and driving service design strategy for a complex platform or programme, and making things happen across multiple teams through influence rather than direct authority.
• Stakeholder and leadership alignment: comfortable driving alignment and decisions with senior leads such as the Product, Architecture, and Engineering Leads, a Program Manager, and an Agile Coach.
• Cross-regional alignment: at ease aligning stakeholders across multiple countries in Europe, Asia, and the USA.
• Service mapping and methods: able to use service blueprints and journey maps to shape direction at platform level, with working knowledge of Value Proposition Design and Jobs-to-be-Done.
• Research and facilitation: able to set research direction and turn insight into strategy through the designers and researchers who run the sessions, and to facilitate leadership alignment and cross-functional workshops.
• Language: fluent in written and spoken English.

Nice to have:

• Experience with change management and with business process improvement and operational efficiency design.
• Proficiency with Figma, Miro, JIRA Product Discovery, Hotjar, and Confluence.
• Comfort using AI-assisted tools to speed up discovery and prototyping, in line with how the team already works.