Overview
The contract Senior User Experience Designer will focus on enhancing the post-booking experience for a leading travel brand. Working in a hybrid arrangement with some time spent in the central London office, the designer will collaborate with cross-functional teams to create effective digital solutions that assist customers when facing challenges such as delays or cancellations. This role is pivotal in ensuring a seamless customer journey from booking to on-the-day travel, emphasizing usability and practical implementation.
Responsibilities
- Design the post-booking journey across web and native applications from pre-travel to on-the-day.
- Address disruption scenarios such as delays, cancellations, rebooking, and refunds through effective design solutions.
- Plan and conduct research and usability testing to gather insights and iterate on designs.
- Collaborate closely with product management, engineering, operations, and other stakeholders to align UX improvements with business objectives.
- Ensure solutions are operationally viable and enhance the real-world customer experience.
Requirements
- Recent experience in designing post-booking customer experiences.
- Solid end-to-end UX experience in both web and mobile platforms.
- Proficient in research and usability testing with a proven track record of implementing insights into design improvements.
- Experience in the travel or ecommerce sectors is preferred.
- Strong stakeholder engagement skills with the ability to connect design work to business performance metrics.