Senior Manager - Service Design

Category Corporate

Are you ready to lead service design that transforms every stage of the guest journey into a distinctive premium experience?

This role is central to shaping the end-to-end service experience across digital, physical, operational, and human touchpoints. It turns guest insight, brand ambition, and business priorities into scalable service concepts, standards, and implementation roadmaps.

A core part of the role is defining the service design vision, methodology, and governance that guide consistent delivery across the journey. Working across Guest Experience, Operations, Digital, Product, Brand, Training, and supplier partners, the position drives alignment from concept through launch.

You will lead structured discovery and design processes using guest and staff feedback, operational data, research, co-creation, prototyping, and testing. This includes creating journey maps, service blueprints, and future-state models that remove pain points and elevate the experience.

With responsibility for multidisciplinary service design programs, this position oversees feasibility, business cases, pilots, operational readiness, launch, and post-implementation review. It also manages budgets, prioritizes initiatives, and ensures service concepts balance guest desirability with operational and commercial performance.

In addition, the role builds the Service Design capability by leading a high-performing team, embedding human-centered design practices, and providing executive reporting informed by performance measures, benchmarking, and emerging technology trends.

Degree qualified, you will demonstrate at least 8 years of experience designing, implementing, and continuously enhancing end-to-end inflight and broader guest experience propositions within an airline environment.

You are expected to possess recognized certification or advanced practitioner training in Service Design, Human-Centered Design, Design Thinking, User Experience research, or Customer Experience.

You will bring strong expertise in journey mapping, service blueprinting, guest insight, user experience design techniques, market and customer analysis, performance measurement, and cross-functional leadership, supported by strategic thinking, sound judgment, persuasive communication, and the ability to manage complexity.