Senior Manager- Experience & Service Design

Job Overview

Guest Experience and Journey Design

• Translate customer insights and qualitative research into holistic journey maps.
• Identify pain points, emotional highs and lows, and opportunities to improve guest satisfaction and efficiency.
• Define experience intent and target-state concepts aligned with experience principles.
• Facilitate co-creation workshops and ideation sessions.

Service Design and Enablement

• Lead service blueprints connecting frontstage guest actions with backstage processes, systems, and enablers.
• Define operational and system requirements that align with technical feasibility and operational capacity.
• Visualize people, process, technology, and policy layers across touchpoints.
• Identify dependencies, handovers, and cross-functional interactions with process owners.
• Define the experience enablement layer between conceptual design and detailed process mapping.

Ecosystem and Governance

• Create reusable frameworks and standards for service blueprinting and delivery.
• Map service ecosystems and infrastructure across departments, systems, and partners.
• Ensure assets follow an Experience First, Future Ready design approach.
• Establish service design review and governance protocols.

Collaboration and Capability Building

• Collaborate with Insights, Strategy, Operations, Digital, Assets, Business Analysts, and external partners.
• Coach teams in design thinking, journey mapping, and blueprinting.
• Foster collaboration, creativity, and evidence-based decision-making.

Measurement and Improvement

• Define metrics such as NPS, CES, throughput efficiency, and error reduction.
• Use guest feedback and operational performance data to iterate designs.
• Benchmark against industry practices and emerging experience technologies.

Job Essentials

• A Bachelor's or Master's degree in Service Design, UX Design, Design Thinking, or a related field is required.
• At least five years of service and experience design experience is required.
• Proficiency in design thinking, customer journey mapping, and service blueprinting is required.
• Large-scale and multi-asset journey mapping and service design experience is required.
• Experience with Cemantica or similar journey design tools is required.