Lead UX Strategist

Lead UX Strategist

We are looking for a Lead UX Strategist to define, drive, and continuously improve the end-to-end customer experience across a complex digital ecosystem. The role focuses on ensuring that user experience, customer journey consistency, and conversion performance are central to solution design and delivery.

Combining strong customer understanding, research capabilities, and data-driven decision making, this role takes a hands-on approach to shaping user journeys, optimizing digital touchpoints, and improving key performance indicators. It also contributes to defining the future UX direction across digital channels, grounded in user research and market insights.

The Senior UX Strategist works closely with business, product, and technology teams to translate business objectives into intuitive, efficient, and high-performing customer experiences.

• Brings experience and solid technical and functional expertise in their discipline. Understands how their work contributes to broader business objectives. Acts as a reference for less experienced colleagues and supports the growth of junior team members.
• Influences decisions related to their area of responsibility, anticipates dependencies and impacts in complex scenarios, contributes to cross-functional initiatives, proposes process improvements, and takes ownership of individual and team commitments.
• Works independently within a defined framework, with support and guidance when handling more complex or ambiguous situations.

• Define and drive the end-to-end user experience vision across digital touchpoints, ensuring consistency, usability, and alignment with business and user needs.
• Collaborate with stakeholders to understand user needs, expectations, and pain points across the customer journey.
• Translate business goals into clear UX, CX, and CRO strategies that improve engagement, satisfaction, and conversion outcomes.
• Act as a key reference for experience-related topics, promoting best practices, alignment, and consistency across teams.

• Plan and conduct user research activities, including interviews, usability testing, contextual inquiry, and surveys, to generate meaningful and actionable insights into user behaviors and needs across digital touchpoints.
• Stay informed about UX trends, industry practices in travel and digital ecosystems, and emerging interaction patterns to identify opportunities for improvement and innovation.
• Define and communicate clear UX direction for digital touchpoints, proposing strategic recommendations that balance user needs, business goals, and technical constraints.
• Build and maintain a shared knowledge base of user insights to support product and experience decisions across teams.
• Present research findings and strategic recommendations in a clear, structured, and actionable way to product owners and stakeholders.

• Design and refine customer journeys, user flows, and interaction models to deliver intuitive and seamless experiences.
• Contribute to UX design activities when needed, including wireframes, prototypes, and experience concepts.
• Work closely with product and engineering teams to ensure alignment between user experience, business objectives, and technical feasibility.
• Validate and improve experience quality through iterative testing, user feedback, and continuous improvement practices.

• Define and track key performance indicators related to user experience and conversion (e.g., engagement, drop-off, conversion rates).
• Identify opportunities to improve customer journeys and overall digital performance.
• Design and support experimentation activities such as A/B testing and usability testing to validate improvements.
• Use data and insights to continuously improve user experience and business outcomes.

• Ensure a consistent and high-quality user experience across products, channels, and digital touchpoints.
• Collaborate with designers, developers, and architects to maintain and evolve UX standards and guidelines.
• Encourage…