Service Design Lead

Join TUI and shape the future of customer experience. In this role, you'll establish and lead TUI's Service Design practice, driving the development of seamless, end-to-end customer experiences across all channels and touchpoints while transforming how we design and deliver services to millions of customers.

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 develop and implement a comprehensive service design strategy for TUI, establishing the vision, principles, and approach for how service design will transform customer experiences and business operations.
• Building and leading TUI's service design practice, you'll recruit, develop, and mentor a team of service designers while establishing methodologies, tools, and processes that enable effective service design.
• We'll look to you to lead the design of seamless, end-to-end customer experiences across digital and physical touchpoints, addressing complex cross-channel journeys and ensuring consistency throughout the customer lifecycle.
• Building strong relationships with senior stakeholders across the organization, you'll influence strategic decisions, secure buy-in for service design initiatives, and advocate for customer-centered approaches at executive level.
• Your expertise will address complex ecosystem challenges that span multiple business units, systems, and partners, designing holistic solutions that transform how TUI delivers services to customers.
• Working closely with the Director of Product Design, Head of UX Research, Product Design Leads, Technology Domain Owners, and senior executives, you'll lead service design for emerging channels while building service design capabilities across the organization through training programs and workshops.

About you

• You have a Master's degree in Service Design, Experience Design, Design Management, or related field.
• Your minimum 8 years of experience in service design includes 3-5 years in leadership roles with a proven track record of building and leading service design practices in complex organizations.
• You bring deep expertise in service design methodologies, tools, and frameworks with experience designing complex, multi-channel customer experiences.
• You possess strong understanding of business operations, systems thinking, and organizational design with experience working with senior stakeholders and influencing at executive level.
• Your strong portfolio demonstrates impact on business outcomes through service design along with experience leading transformation initiatives that span multiple touchpoints and business units.
• You have strong leadership skills with experience developing and mentoring design talent, excellent facilitation skills, and strategic thinking that balances customer needs with business objectives. Fluent English is required; additional European languages are beneficial.