Service Designer

This role sits within Digital Design of our Sales Solution Division and reports into the Service Design Lead.

Design seamless, end-to-end customer experiences across TUI’s digital and physical touchpoints as our Service Designer. You’ll map customer journeys, identify opportunities, and create holistic service solutions that enhance the customer experience while driving loyalty, satisfaction, and commercial success as we transform into a global digital leisure marketplace.

ABOUT THE JOB

• You’ll create comprehensive journey maps that visualize the end-to-end customer experience across all touchpoints, identifying pain points and opportunities throughout the customer lifecycle.
• Developing service blueprints will be central to your role, documenting the underlying processes, systems, and touchpoints that deliver customer experiences.
• We’ll rely on you to design seamless experiences that span multiple channels and touchpoints, ensuring consistency as customers move between digital and physical interactions within our evolving digital leisure marketplace.
• Your role involves facilitating collaborative design sessions with stakeholders across multiple functions to build shared understanding of customer experiences.
• Creating innovative service concepts that address customer needs and business objectives will help enhance the overall customer experience.
• Championing accessibility and inclusive design principles ensures our services work for all our customers, regardless of their abilities or circumstances.

ABOUT YOU

• You bring experience in service design, experience design, or related disciplines, with a portfolio demonstrating service design projects and outcomes.
• Your knowledge of service design methodologies, tools, and frameworks will help create differentiated, cohesive customer journeys.
• You have a strong working knowledge of qualitative research methods and their application to service design.
• Strong visual communication and storytelling skills.
• We value your proven experience creating customer journey maps and service blueprints across multiple channels and touchpoints.
• Your facilitation skills enable you to lead collaborative design sessions and engage diverse stakeholders effectively.
• Understanding of systems thinking and its application to service design helps you address complex service challenges.
• You have a commitment to accessibility and inclusive design practices, ensuring our services are usable and valuable for all customers.

ABOUT OUR OFFER

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