Senior CX Product Design Manager

As our Senior CX Product Design Manager, you will lead the end-to-end airline product lifecycle management and define the customer journey across a complex, multi-market and highly operational environment, where every touchpoint must balance customer needs, operational realities and commercial performance.

About our offer

• Personal benefits: Attractive remuneration, discretionary bonus schemes, generous travel benefits, extensive health & well-being support, and more.
• Flexible working: Work is something you do, not somewhere you go. We encourage a healthy work-life balance with a dynamic working environment.
• A career to shape: Access the TUI Learning Hub to level-up and reach your ambitions.
• Broaden your network: We champion intercultural collaboration and provide opportunities to work on global projects and teams.
• Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation.

About the job

• You'll design and continuously evolve the full airline product and customer journey across booking, pre-travel, airport, inflight and post-travel—navigating high operational and regulatory complexity with a focus on the customer and commercial value.
• You will translate commercial, operational and customer strategies into an integrated product lifecycle management that works across multiple markets, routes and fleets for flight only customers as well as package customers coordinated by the marketplace.
• You will orchestrate customer communications for the airline across all phases of travel, ensuring clarity, consistency and commercial effectiveness.
• Define and steer CX performance through robust KPIs, linking customer outcomes directly to revenue, cost and operational delivery.
• Lead cross-functional governance across airline operations, commercial, digital and CX teams to manage trade-offs and drive aligned decision-making at scale.

About you

• You have proven experience in CX design, service design or product strategy within complex, operational environments (ideally airline or travel).
• You have proven ability to operate across complex, multiple markets, stakeholders and systems, balancing customer, regulatory and operational constraints.
• You possess strategic systems thinking, with the ability to define and manage large-scale customer journeys ensuring coherence across multiple touchpoints.
• You bring a strong commercial acumen and know how CX decisions impact revenue, cost and customer value.
• You have excellent stakeholder leadership skills and are able to influence across a highly matrixed airline organisation and drive change at scale.

Security statement

At TUI, safety is our top priority. We conduct thorough background checks on all employees who join our Airline. Rest assured; we’ll guide you on the necessary information you need to provide at each stage.

Please note that if you are applying for a role in the UK, you must ensure you can provide a full 5 years referencing, plus a criminal record check for all countries you’ve resided in for more than 6 months in the past 5 years (some costs may apply).