Service Design Lead

This role sits within Digital Design of our Sales Solution Division and reports into the Head of UX/UI.

Service Design Lead

Establish and guide TUI's Service Design practice, enhancing the development of seamless, end-to-end customer experiences across all channels and touchpoints. As our Service Design Lead, you'll create a strategic vision and implement methodologies that address complex cross-channel journeys to help TUI deliver differentiated customer experiences as we transform into a global digital leisure marketplace.

ABOUT THE JOB

• You'll develop and implement a comprehensive service design strategy for TUI, establishing the vision and principles for transforming customer experiences and business operations.
• Building and nurturing our service design practice will be central to your role, including mentoring a team of 3-6 service designers and establishing effective methodologies.
• We'll rely on you to guide the design of seamless customer experiences across digital and physical touchpoints, ensuring consistency throughout the customer lifecycle.
• Your role involves building relationships with senior stakeholders to influence strategic decisions and secure buy-in for service design initiatives.
• Addressing complex ecosystem challenges that span multiple business units will help transform how TUI delivers services to our customers.
• Championing accessibility and inclusive design principles ensures our services work for all our customers, while developing thoughtful service models creates competitive advantage in the travel market.

ABOUT YOU

• You bring proven experience in service design, experience design, or related fields, with experience in leadership roles and a portfolio demonstrating business impact.
• Your expertise in service design methodologies, tools, and frameworks will help establish service design as a strategic capability at TUI.
• We value your proven experience designing complex, multi-channel customer experiences and contributing to transformation initiatives across multiple touchpoints.
• Your understanding of business operations, systems thinking, and organizational design helps you address systemic challenges and opportunities.
• Experience working with senior stakeholders enables you to collaborate at executive level and align stakeholders around customer experience priorities.
• You have a commitment to accessibility and inclusive design practices, ensuring our services are usable and valuable for all 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.