Senior Service Designer

• Champion and manage the relationship between the Digital Experience team and other Self-Service Stakeholders such as Operations, Technology, Call Centre, Support etc.
• Deliver Customer Research reports with clear recommended direction based on evidence and actionable tasks.
• Work with the wider digital experience team during the investigation, recommendation and solution stage of all product design and development.
• Organise and facilitate workshops with tangible outputs and actions.
• Identify channels process maps and touchpoints for service design.
• Understand and work with the three basic service moments: before, during and after.
• Utilise a wide range of tools and methodologies both qualitative and quantitative and including general population surveys, focus-group studies, top tasks and competitive benchmarking.
• Developed Service Blueprints into top tasks and flows and prototypes.
• Work closely with Operations and developers as they build and deliver solutions to market.
• Manage the objectives and continue to monitor and improve on success.
• Be proactive where new technologies can assist through airport and inflight experience.

To be considered for the role of Senior Service Designer candidates must meet the following criteria:

• At least 2 years experience of Service Design with evidence of similar work.
• At least 3 – 5 years proven experience in UX Research or similar.
• Experience in service blueprinting and system or stakeholder mapping.
• Demonstration of strong qualitative research.
• Experience researching and designing across multiple touchpoints.
• Strong communication skills: ability to present in a concise and articulate manner to other stakeholders.
• Demonstration of UX skills: flows, prototypes, testing, review.
• A creative thinker, paired a strong problem-solving and troubleshooting skills; sound organisational, negotiating and decision-making skills.
• Business Analyst or Product Management experience a bonus.
• Skills to co-ordinate and steer a wider team of disparate Stakeholders.
• Strong ability to work independently or as a part of an inter-disciplinary team.
• Strong ‘story telling’ skills.
• Ability and drive to learn multiple technologies, tools and processes.
• Self-motivated, flexible and adaptable.
• Excellent verbal and written communication skills.
• Ability to work closely with Operations, Designers, Product Owners and Developers.
• Experience in working with external partners and agencies.
• Fluent in English, both written and spoken.
• Eligible to live and work in the EU.
• Current unrestricted worldwide passport.
• Be in possession or be able to obtain an airside security pass.
• Remote/hybrid working options available.
• Fluent in English, both written and spoken.
• Eligible to live and work in the EU.
• Current unrestricted worldwide passport.
• Provide 2 Verifiable references.
• Be in possession or be able to obtain an airside security pass.