Senior Service Designer
About the job
As a Senior Service Designer, you will champion human-centred design across the organisation, driving meaningful improvements in customer care and recovery experiences. Your work will translate insights into seamless end-to-end services across digital and non-digital touchpoints, creating new value for contact centres and recovery services. Collaboration with cross-functional teams is key, as you identify opportunities to enhance how people travel and work.
You'll be responsible for
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Leading service design
Leading end-to-end service design across Customer Care and Recovery journeys including disruption management, complaints, refunds, direct servicing and post-flight recovery.🌐
Designing seamless services
Designing services that work seamlessly across digital, contact centres, airport teams, partners and backend operations.🔍
Translating operational constraints
Translating complex operational constraints into clear, intuitive and human-centred customer experiences.Key criteria
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6–8+ years of service design experience
Proven background in complex, regulated environments.View
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Customer care journey design experience
Experience designing for complaints, disruptions, and servicing.View
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Systems thinking understanding
Strong grasp of large-scale service ecosystems.View
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