Senior Service Designer, loveholidays
More information about location
3 days a week in office ( Hammersmith, London)
Holiday booking service
Posted today
Holiday booking service
201-500 employees
Posted today
More information about location
3 days a week in office ( Hammersmith, London)
201-500 employees
Company mission
Loveholiday's mission is to create the ultimate online travel experience.
Role
Who you are
- If you’re passionate about solving complex challenges and designing services that millions of people love, we’d love to hear from you!
- Extensive Service Design Experience: Demonstrated ability to independently lead complex service design projects from discovery to implementation, with a strong portfolio showcasing your work on digital products and services
- Exceptional Systems Thinking: Proven ability to understand and design for complex systems and marketplace environments
- You can deconstruct intricate customer journeys that involve multiple products, services, and suppliers, and identify key areas for improvement
- Inspirational Communicator: The ability to simplify complex processes and articulate a compelling vision in a way that resonates with and influences stakeholders at all levels
- You’re an expert in bringing complex journeys, blueprints, and service concepts to life. Using tools like Miro, Figma or similar, you create compelling visualisations that energise teams and drive clear decisions
- Inspirational & Influential Collaborator: You thrive in fast-paced, cross-functional teams, translating customer needs into powerful narratives that align different perspectives and secure stakeholder buy-in for customer-centred change
- A deep sense of customer advocacy and ownership: A relentless focus on building trust and making conscious choices that ensure customers feel supported, cared for, and confident in their choice to book with us
- Strategic & Analytical Mindset: A strategic mindset complemented by a data-driven approach to problem-solving, with the ability to translate customer insights and business requirements into impactful design solutions
- Naturally Curious & Action-Oriented: An innate drive to ask questions and challenge the status quo
- You excel at managing multiple competing priorities at pace, with a laser focus on implementation, tracking impact, and refining strategies for continuous improvement
Desirable
- Marketplace or Scale-Up Experience: You’ve thrived in a fast-paced, high-growth environment, ideally within a tech marketplace, start-up, or scaling business
- While experience in the travel sector is a bonus, we value expertise gained in any complex, high-growth environment
- Contact Centre Proficiency: A strong understanding of contact centre technology and operations and how they integrate into a holistic service experience
- Experience Designing with AI: You’re not just familiar with AI concepts; you have hands-on experience designing services that use AI to create smarter, more intuitive, and proactive customer experiences
What the job involves
- Reporting to the Head of Customer Experience and Service Design, you will be a key strategic leader responsible for shaping the future of travel
- In our dynamic marketplace model, you will champion a human-centered design (HCD) approach to create a single, seamless loveholidays experience across a complex ecosystem of suppliers and partners
- You will identify critical moments to apply cutting-edge AI and automation, orchestrating a service that intelligently blends digital efficiency with empathetic human support
- Embodying our core belief to 'Treat every holiday like it’s our own', you will be instrumental in helping us Own the Experience for our customers, ensuring they feel supported and cared for, regardless of which airline or hotel they travel with
- Your work will build the trust and confidence required to Earn Customers for Life, reinforcing our brand promise and positioning loveholidays as the undisputed leader in creating the future of personalised travel
- Lead Cross-Functional Strategic Projects: Own and drive key service design initiatives from concept through to implementation
- You will unite and guide teams from Product, Tech, Data and Operations by designing and facilitating high-impact workshops to co-create innovative solutions and embed human-centered design principles across our customer journeys
- Champion our Customer Vision: Champion and embed a clear set of CX principles and standards across the organisation, ensuring a consistent and high-quality customer experience at every stage of the journey
- Human-Centered Research & Insight Generation: Lead strategic research to build a deep, empathetic understanding of customer needs within a complex travel ecosystem
- Synthesise quantitative analytics and qualitative insights into actionable, data-driven strategies
- Service Design for a Multi-Supplier Marketplace: Map and visualise the end-to-end customer journey, including the front-stage customer touchpoints and the back-stage operational processes involving multiple suppliers
- You will design interventions that create a cohesive and branded experience, even when services are delivered by third-party partners
- Hybrid Journey Orchestration: Define the strategy for when to leverage automation for speed and when to seamlessly connect customers with our expert human teams for reassurance
- Lead the design of journeys that allow us to proactively solve problems before they impact the customer
- Service Prototyping and Validation: Design, prototype and test innovative service concepts that explore the intersection of digital interfaces, AI, human touchpoints, and multi-supplier operational processes
Application process
- Talent Acquisition Partner screening - 30 mins
- 1st stage with Hiring Manager - 30 mins
- Meet with key stakeholder/s including a task to present, in office - 1 hour
Salary benchmarks
Our take
Travel, both domestic and overseas, has been a huge part of the British economy since the late 20th century. In 2019, UK residents spent £43 billion on foreign holidays - almost double the amount spent a decade before.
Despite travel companies suffering considerable reputation damage back in 2020, as they struggled to refund customers whose booked holidays were suddenly cancelled, the appeal of companies like loveholidays to holidaymakers will undoubtedly endure seeing as they make the process of booking holidays much easier.
In the nearest future, loveholidays will need to focus on maintaining its reputation, especially given the wide array of direct competitors who could steal market share. At present, however, loveholidays is still one of the fastest growing online travel agents. If it can keep up the practices which have brought it success over the past 10 years, loveholidays is still in a good position to keep its growth strong for few years to come.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Oct 2016
$4.1m
EARLY VC
May 2011
$2.7m
EARLY VC
Total funding: $6.8m
Company benefits
- Discounted holidays for you, your family and friends
- 25 days of annual leave + bank holidays
- Company pension contributions at 5%
- Individual training budget for courses, seminars and memberships to professional bodies
- High degree of autonomy in a strong collaborative environment
- Cycle to work scheme, season ticket loan and eye care vouchers
- Hybrid working with 3 days working in our office (London) and 2 days WFH per week
- Sustainably sourced fruit baskets in the office kitchen
- Increased annual leave for long service
- Ability to buy and sell annual leave
- Enhanced maternity pay = 6 weeks of full pay and 20 weeks at 50% pay
- Enhanced paternity pay = 4 weeks of full pay
Company values
- We are entrepreneurs - We’re proudly commercial, we do more with less, we own the decisions we make and the actions we take
- Everything is written in pencil - As we grow, we think smaller, act quicker and continuously evolve the way we organise our work
- We organise for speed - A flat structure with small teams, allows us to move quickly
- We believe in Team - We’re all in it together
Company HQ
Hammersmith, London, UK
Articles
Leadership
Jonny Marsh
(Non Executive Director)An engineering graduate from the University of Bath, Jonny is also the founder and ex-CEO of nmqa Ltd and co-founder of travelmatch. He served as Loveholiday's COO until 2019.
Alex Francis
(Non Executive Director)Founded travelmatch in 2007 and then loveholidays in 2012, quickly becoming the fastest growing business in the UK by 2019. Now acting as a non-exec for the business since stepping down as CEO in 2020.
People progressing
Joined as UX/Design Manager in 2011, promoted 3 times in 10 years to current position of Lead User Researcher, having previously worked as Senior Product Designer.
Diversity, Equity & Inclusion at loveholidays
Clodagh Beatty (Head of Talent Management, Learning & DE&I)
- We recently hired a Head of L&D, Diversity, Equity & Inclusion to support us in our ongoing commitments to creating an inclusive environment, as well as providing growth opportunities for all our employees
- We want all applicants to feel they can belong at loveholidays
- We have employees from all walks of life and we are only interested in assessing your skills, attitude and talent!
- We support Employee Resource Groups - recently launched our Women's Network at loveholidays
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