AI UX Expert

A leading international organisation in the travel and experiences sector is undergoing a large-scale transformation programme. The company operates across multiple European regions and employs hundreds of destination and operations specialists.

This is a strategic Design Thinking and Service Design role focused on reimagining end‑to‑end operational processes—not a traditional UX position centred on screen redesign.

The organisation is replacing long‑standing workflows with AI‑powered processes, requiring the creation of entirely new ways of working, user journeys, and human–system interactions. You will work closely with sales, operations, and finance teams to understand their current reality, identify pain points, and co‑design future processes from the ground up.

You will create service blueprints, map journeys, facilitate cross‑functional workshops, and deliver intuitive UI designs that bring redesigned workflows to life.

This is a hands‑on, strategic role that combines process design, service design, and interface design to reshape how a traditional travel sector business operates.

Design Thinking & Process Redesign

• Facilitate Design Thinking workshops with business stakeholders.
• Map current-state and future-state user journeys across the booking lifecycle.
• Create service blueprints illustrating interactions between users, systems, AI, and data.
• Redesign workflows from first principles rather than digitising existing inefficiencies.
• Lead co-design sessions with sales, operations, and finance teams.
• Define "jobs to be done" for each user group.

AI Workflow Redesign

• Redesign the entire sales quoting process.
• Develop AI‑assisted workflow concepts and interaction patterns.
• Remove reliance on legacy systems for certain user groups.
• Produce detailed journey maps for AI‑supported tasks.

Operations & Booking Process Design

• Map operational workflows such as supplier confirmations, booking updates, cancellations, and rooming list processing.
• Identify automation opportunities where manual work adds no value.
• Create exception‑handling experiences where humans only intervene when needed.
• Redesign supplier interaction models to support self‑service portals.

Interface & Interaction Design

• Translate service blueprints into wireframes, prototypes, and high‑fidelity UI designs.
• Create modern interfaces that simplify complex legacy functionality.
• Design AI Copilot interactions, including conversation flows and confidence indicators.
• Build intelligent features such as autocomplete, margin calculators, and drag‑and‑drop itinerary tools.
• Contribute to or develop a design system used across digital products.

User Research & Validation

• Conduct contextual inquiry in real working environments.
• Run usability testing prior to development.
• Measure success using quantifiable UX metrics.
• Iterate designs based on real‑world usage after launch.

• Strong experience with Design Thinking methods and workshop facilitation.
• Expertise in service design, including service blueprints and journey mapping.
• Experience in process redesign, not just UI design.
• UX background with complex B2B/B2C systems (enterprise tools, booking systems, operational platforms).
• Comfortable working with multi‑system, legacy‑constrained environments.
• Advanced Figma (or similar) skills.
• Excellent communication and facilitation abilities.
• Experience designing AI‑assisted interfaces or copilots.
• Background in transformation, process improvement, or Lean/Agile UX.
• Experience in travel, hospitality, logistics, or similar industries.
• Front‑end awareness (HTML/CSS/React basics).
• Experience with design systems at scale.
• Understanding of change management.
• Experience with staged redesign of legacy systems.

• Opportunities for familiarisation trips to deepen product knowledge.
• Increasing holiday allowance with tenure.
• Well‑being support, including contributions toward fitness memberships.
• Additional leave for birthdays.
• Staff travel benefits.
• Recognition and reward programmes.
• Career development and internal mobility.
• Supportive, collaborative team culture.

• High‑season period: May–August may require increased…