Lead Service Designer

You will be responsible for crafting user-centric travel experiences that meet the evolving needs of VA customers throughout their journey. This role will apply design thinking principles, taking a holistic view of the entire travel experience from pre-booking through to post-travel. You will engage directly with customers to uncover insights, identify opportunities, and gather feedback to build service blueprints. This role will work in close collaboration with a cross-functional team to build brilliantly different experiences for our customers, improving every stage of the customer journey.

• Develop and maintain detailed journey maps to visualise customer interactions and experiences across different touchpoints, integrating digital, physical, and operational data.
• Identify opportunities and gaps in the current journey to build more seamless and memorable travel experiences.
• Define "To-Be" Customer Journeys highlighting UX Fundamentals, Brand Lifts, and Hero Moments.
• Lead and aggregate qualitative and quantitative research initiatives, including user interviews, surveys, focus groups, and data analysis.
• Translate customer insight into actionable design opportunities that are grounded in real customer needs and behaviours.
• Develop new and improved customer propositions to build hero moments in the customer journey.
• Design and iterate prototypes, testing them with users to validate and refine concepts.
• Facilitate co-creation with teams across the organisation to ensure solutions are aligned with business goals and are feasible to implement.
• Build service blueprints that map the behind-the-scenes processes, systems, and people involved in delivering the experience.
• Continuously measure, report, and iterate on the impact of implemented solutions to ensure they deliver meaningful results for both customers and the business.

About you

• Qualification in Service Design, Interaction Design, User Experience, or a related field.
• Extensive professional experience in Service Design with a clear track record of delivering change for end users.
• Strong understanding of design thinking principles, preferably in both digital and physical environments
• Strategic and analytical approach to solving complex problems, and translating customer and business needs into actionable service design solutions.
• Experience with design and prototyping tools, e.g., Figma, Sketch, and InVision.
• Experience mapping customer journeys and service blueprints.
• Experience mentoring teams, establishing service design processes, and driving organizational change to embed design thinking methodologies.