Senior Service Designer

Why loveholidays?

At loveholidays
- we trailblaze together
. We’re on a mission to open the world to everyone, giving our customers’ unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers’ personal holiday expert - the smart way to get away.

Here, we're doing things differently to open the world to everyone, and our Customer Experience team is at the forefront of driving cutting-edge innovation
. Join our fast-growing business where your ideas are heard and new thinking shapes how millions book their holidays.

You'll accelerate your growth in our fast-paced environment, tackling daily challenges and learning from inspiring leaders and teammates. Be empowered to create impact for our future by shaping the most-loved package holiday experience for millions. As we pursue ambitious plans to expand across Europe
, you'll be part of a fun-loving international community achieving great things together.

Reporting to the Head of Customer Experience and Service Design, you will be a key strategic leader responsible for shaping the future of travel. In our dynamic marketplace model, you will champion a human-centered design (HCD) approach to create a single, seamless loveholidays experience across a complex ecosystem of suppliers and partners. You will identify critical moments to apply cutting-edge AI and automation, orchestrating a service that intelligently blends digital efficiency with empathetic human support.

Embodying our core belief to 'Treat every holiday like it’s our own', you will be instrumental in helping us Own the Experience for our customers, ensuring they feel supported and cared for, regardless of which airline or hotel they travel with. Your work will build the trust and confidence required to Earn Customers for Life, reinforcing our brand promise and positioning loveholidays as the undisputed leader in creating the future of personalised travel.

If you’re passionate about solving complex challenges and designing services that millions of people love, we’d love to hear from you!

• Lead Cross-Functional Strategic Projects: Own and drive key service design initiatives from concept through to implementation. You will unite and guide teams from Product, Tech, Data and Operations by designing and facilitating high-impact workshops to co-create innovative solutions and embed human-centered design principles across our customer journeys.

• Champion our Customer Vision: Champion and embed a clear set of CX principles and standards across the organisation, ensuring a consistent and high-quality customer experience at every stage of the journey.

• Human-Centered Research & Insight Generation: Lead strategic research to build a deep, empathetic understanding of customer needs within a complex travel ecosystem. Synthesise quantitative analytics and qualitative insights into actionable, data-driven strategies.

• Service Design for a Multi-Supplier Marketplace: Map and visualise the end-to-end customer journey, including the front-stage customer touchpoints and the back-stage operational processes involving multiple suppliers. You will design interventions that create a cohesive and branded experience, even when services are delivered by third-party partners.

• Hybrid Journey Orchestration: Define the strategy for when to leverage automation for speed and when to seamlessly connect customers with our expert human teams for reassurance. Lead the design of journeys that allow us to proactively solve problems before they impact the customer.

• Service Prototyping and Validation: Design, prototype and test innovative service concepts that explore the intersection of digital interfaces, AI, human touchpoints, and multi-supplier operational processes.

• Extensive Service Design
  
  Experience:
  
  Demonstrated ability to independently lead complex service design projects from discovery to implementation, with a strong portfolio showcasing your work on digital products and services.

• Exceptional Systems Thinking: Proven ability to understand and design for complex systems and marketplace environments.…