User Experience

Lead Service Designer & UX Researcher

Travel company

As the company's first real Service Design contractor, you will have a significant influence on driving the vision for one of their key product streams. You will also oversea the User Research across all other product streams with the support of their Head of UX.

This hugely well known travel company are looking for someone to come on board as a Lead Service Designer (70%) and overlook all the User Research being done across the different product streams as well (30%).

This person will really push service design in a way they’ve never had internally before, collaborating the customer’s on and off screen experience for a particular part of the client’s offering, making it as smooth as possible, focussing on any current disruptions within their experience currently. You’ll be utilising and producing a tonne of data as well as communicating with a huge range of internal departments from digital and sales right the way across to support and catering.

The Head of UX has a vision for it but it will be down to the candidate to really help drive everything forward and collaborate significantly with the Customer Experience team.

About 30% of your role will also entail overseeing User Research within the other product streams – currently each UXer does their own research but they could do with someone (other than the Head of UX) to oversee it and help improve or collaborate anything where possible/necessary.

This company have a high-calibre UX team already but they really need someone who’s the real-deal with regard to Service Design and able to do the User Research part as well – likely to be your background we suspect.

  • Start ASAP but they can wait for the right person also.
  • Ideally someone who’s worked on this sort of transformation before re Service Design.
  • Very strong communicator and able to adapt well when speaking to a variety of very different stakeholders/departments.
  • Significant commercial experience as a User Researcher and Service Designer.
  • Ideally someone with lots of client-side/in-house experience, working on long-term contracts.

This will be their first proper Service Design candidate (albeit with UXR responsibilities) within the company, so it’s a big opportunity for the right person.

Up to £500 (max) per day.

6 month contract initially, with a view to extend.


If this sounds of interest and suits your experience, then please send your CV and portfolio to me ASAP to stand the best chance of getting an interview!

We welcome those with alternative identities, backgrounds, and experiences. Our team includes parents, the self-taught, the university-educated, and people of a wide variety of nationalities, ages, and socio-economic backgrounds.

Obviously, we’re looking to ensure it’s a solid fit from both sides: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day for work.

We know that diverse teams are strong teams, and welcome those with alternative identities, backgrounds, and experiences to apply to be part of life at Zebra People. We are committed to a fair and accessible recruitment process for all candidates. We would be happy to meet any accommodation requests during the application or interview process, please just let us know.