You will be joining the Customer Experience team (Research & Insights) of an international travel organization. This team builds and maintains a strong understanding of traveller needs, behaviour, experience, and satisfaction across the end-to-end journey. You will ensure every stage of the traveller journey is impactful and meaningful, from first daydream to lasting memory.
You will help define what travelling with the organization should feel like from 2027 to 2029. Together with the team, you’ll shape two things: the Customer & Travel Experience Strategy, and a Target Traveller Journey, a picture of the ideal end-to-end trip from first inspiration to sharing stories back home. Throughout, the focus is on what makes a trip with the organization distinctive, authentic, and transformative. Your work will cover research, synthesis, strategy, and concept direction.
Building solutions and setting product roadmaps are not part of this assignment.
The suggested approach includes:
- Synthesise existing customer, brand, and travel-data insights
- Research the European traveller perspective through around 12 qualitative interviews
- Define the distinctive travel experience, the ‘Effect’
- Develop the Target Traveller Customer Journey
- Shape 3–5 strategic experience opportunities and concept directions
- Align with stakeholders and hand over the work for 2027 and beyond
Profile
You share a forward-thinking, results-driven, caring, and diversity-embracing mindset.
What they ask
- 7+ years of experience in Service Design, Strategic Design, Customer Experience Design, UX or a comparable field
- Proven experience creating customer journeys, service blueprints, experience principles, and strategic service concepts
- Strong qualitative research skills: independently designing, conducting, and synthesising interviews with people from different cultures
- The ability to turn insights into an experience vision and tangible concept directions, without locking into solutions too early
- Confidence in facilitating and aligning senior, cross-functional stakeholders, and explaining complex insights simply
- An independent, pragmatic approach to delivering a time-bound assignment
- Professional fluency in English and Miro
Desired.
- Experience in travel or edutainment
- Experience researching across cultures and markets
- Interest in sustainable travel
How to apply
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