Lead Designer – Service

Job Description:

Salary: Competitive per annum

Hours: 37.5 per week, Monday to Friday

Location: Flexible working with up to 3 days a week in our VHQ, Crawley

Contract: Permanent

Closing Date: 20th December 2024

At Virgin Atlantic Airways, we believe that everyone can take on the world, and it’s our vision to become the most loved travel company. As we embark on this next exciting stage of our journey, we’re harnessing our spirit of entrepreneurship and innovation to challenge the status quo.

Join our team of forward-thinkers who approach the world with a different lens. We value individuals who are vocal about driving positive change and are willing to dive into both big and small tasks. If you’re ready to take your career to new heights, this opportunity is for you.

In a nutshell

You will be responsible for crafting user-centric travel experiences that meet the evolving needs of VA customers throughout their journey. This role will apply design thinking principles, taking a holistic view of the entire travel experience from pre-booking through to post-travel. You will engage directly with customers to uncover insights, identify opportunities, and gather feedback to build service blueprints. This role will work in close collaboration with a cross-functional team to build brilliantly different experiences for our customers, improving every stage of the customer journey.

Day to day

Develop and maintain detailed journey maps to visualise customer interactions and experiences across different touchpoints, integrating digital, physical, and operational data.
Identify opportunities and gaps in the current journey to build more seamless and memorable travel experiences.
Define "To-Be" Customer Journeys highlighting UX Fundamentals, Brand Lifts, and Hero Moments.
Lead and aggregate qualitative and quantitative research initiatives, including user interviews, surveys, focus groups, and data analysis.
Translate customer insight into actionable design opportunities that are grounded in real customer needs and behaviours.
Develop new and improved customer propositions to build hero moments in the customer journey.
Design and iterate prototypes, testing them with users to validate and refine concepts.
Facilitate co-creation with teams across the organisation to ensure solutions are aligned with business goals and are feasible to implement.
Build service blueprints that map the behind-the-scenes processes, systems, and people involved in delivering the experience.
Continuously measure, report, and iterate on the impact of implemented solutions to ensure they deliver meaningful results for both customers and the business.

About you

Qualification in Service Design, Interaction Design, User Experience, or a related field.
Extensive professional experience in Service Design with a clear track record of delivering change for end users.
Strong understanding of design thinking principles, preferably in both digital and physical environments
Strategic and analytical approach to solving complex problems, and translating customer and business needs into actionable service design solutions.
Experience with design and prototyping tools, e.g., Figma, Sketch, and InVision.
Experience mapping customer journeys and service blueprints.
Experience mentoring teams, establishing service design processes, and driving organizational change to embed design thinking methodologies.

If this sounds like you, and you would like to be on this exciting journey, we would love to hear from you!

Our recipe for leadership

At Virgin Atlantic, our leaders empower teams to thrive through collaboration, innovation, and excellence. Explore our Leadership Recipe and discover the 20 core ingredients that define what it means to lead with us, driving our mission to be the most loved travel company and achieve sustainable profit. Want to learn more? Click here

Be yourself

Our customers come from all walks of life and so do our colleagues. That’s why we’re proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive. So that everyone at Virgin Atlantic can be themselves and know they belong.

To make your journey with us accessible and individual to you, we encourage you to let us know if you’d like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, (recruitmentfly.virgin.com) feeling confident that we’ve got your individual considerations covered.

Job Ident #: 2446

Company Details

Virgin Atlantic

Fleming Way
Crawley, England United Kingdom, International RH10 9DF International
www.virginatlantic.com/us/en

Virgin Atlantic uses a mixed fleet of Airbus and Boeing wide-body aircraft and operates to destinations in North America, the Caribbean, Africa, the Middle East and Asia from its main hub at London–Heathrow, and its secondary hub at Manchester

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Job Info

Location

Crawley , England, United Kingdom

Type

Permanent

Company Details

Virgin Atlantic

Fleming Way
Crawley, England United Kingdom, International RH10 9DF International
www.virginatlantic.com/us/en