Service Design Lead

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

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.

From a workplace to a place to belong. At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless.

We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.