Service Designer

JOB PURPOSE SUMMARY:

We’re looking for an ambitious early-career Service Designer with a strong grounding in user research to join our Innovation Team. This role is ideal for someone with 1–2 years of experience who wants to work in a complex, real-world environment where research insights can directly influence passenger experience, operations, and future services.

You will play a key role in shaping early‑stage concepts, validating customer needs, and informing innovation decisions through high‑quality research, design outputs, and product and service prototypes that bring ideas to life.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES:

User Research & Insight

●Plan and conduct qualitative user research including interviews, observations, contextual inquiry, and in-situ research within the airport environment

●Support lightweight quantitative research e.g. surveys, intercepts, data synthesis where appropriate

●Recruit participants and manage related logistics in live operational environments around the airport

●Synthesise research into clear, actionable insights and usable artefacts, including personas, journey maps, service maps, and experience principles.

Service Design

●Map end-to-end passenger journeys, identifying pain points, moments of truth, and opportunity areas

●Contribute to service concepts, prototypes, and experiments, working alongside business stakeholders, partners and operational teams

●Help document services through service blueprints, system maps, and related workflows

●Support pilots, trials, and test, capturing learnings and iterating based on evidence

Collaboration & Stakeholder Engagement

●Work closely with colleagues across operations, digital, customer experience, and innovation

●Communicate research findings in a clear, engaging way, from informal memos to structured presentations

●Learn how to balance user needs, operational realities, and regulatory constraints

●Contribute to delivering a great guest experience by performing your role with accuracy and efficiency. Recognising that every task whether guest facing or behind the scenes contributes to supporting the company’s overall LLA Way Strategy and service standards.

●Proactively and positively promote the LLA Way initiatives and projects with all employees and the wider airport community.

KNOWLEDGE, SKILLS & EXPERIENCE REQUIRED:

Essential

●1–2 years’ experience in service design, UX research, UX design, or a closely related field

●Demonstrated interest in mixed methods user research and evidence-led design

●Hands-on experience conducting qualitative research

●Ability to synthesise research into insights and practical recommendations

●Familiarity with core service design tools, methods and frameworks

●Comfortable working in busy, real-world environments (not just desk research)

●Understanding of accessibility and inclusive design

Mindset

●Systems thinker, as concerned with the drivers and enablers of user experience as well as the experience itself

●Able to explain the value of research and service design clearly and pragmatically to colleagues who are not from a design or research background

●Confident at engaging with stakeholders and disciplines within the team and across the business

●Comfortable with ambiguity and complexity

●Passionate about improving human experiences at scale

Desirable

●Experience in transport, travel, public services, or large-scale systems

●Exposure to pilot or product prototyping, experimentation, innovation, digital or transformation projects

●Work projects with agency partners and/or other third parties