CX & Service Designer

About Kuoni Tumlare Digital Team

At Kuoni Tumlare Digital Team, we design and deliver innovative, customer- centric solutions that empower our clients and colleagues to operate effi ciently. We utilise agile and Human- Centered Design (HCD) methodologies, ensuring continuous impact on adoption, engagement, and NPS.

Our CX/Service Design approach goes beyond digital, optimising end- to- end service interactions, operational efficiency, and business impact. Join us to be part of a dynamic, globally influential team focused on real- world problem- solving.

Role Purpose

As a Senior Service Designer, you will play a pivotal role in identifying and creating customer value by designing seamless, multi- touchpoint experiences that address genuine customer needs. Your focus will be on enhancing the customer journey and delivering solutions that resonate with users, rather than solely optimising internal processes.

You will:

• Conduct Research with customers and service teams to identify customer value, and assess The impact and CX implications of proposed solutions before optimising internal processes.

• Create personas, service blueprints, and customer journey maps to align customer experience with business, product, and service operations.

• Collaborate with Stakeholders across product, operations, and strategy to design efficient and scalable experiences that deliver measurable customer value

.

Key Responsibilities

Research & Service Insights

• Lead qualitative user research to uncover deep insights into customer behaviours, needs, and pain points.

• Conduct interviews and contextual inquiries to analyse behavioural challenges and opportunities for value creation.

• Map customer experiences across digital and service touchpoints to identify areas for improvement and innovation.

Experience Design

• Create empathy maps, personas, customer journey maps, and value propositions to deeply understand and represent the customer perspective.

• Develop service blueprints to visualise and enhance the interaction between customers and various service components.

• Design and refine customer touchpoints across self- service portals, digital platforms, and support processes to enhance satisfaction and engagement.

Stakeholder Collaboration & Facilitation

• Collaborate with Product, Support, Operations, and Business Strategy Teams to co- create customer- centric services.

• Facilitate cross- functional workshops to ideate and implement experience improvements that resonate with customers.

• Advocate for a customer- first approach across departments, ensuring that customer perspectives are integral to decision- making processes.

Data- Driven CX Optimisation

• Define and monitor customer experience metrics such as Customer Satisfaction (CSAT) and Net Promoter Score (NPS) to inform design decisions.

• Utilise qualitative data from customer feedback, interviews, and observations to drive continuous improvement in service design.

• Optimise service processes based on qualitative insights, ensuring that improvements lead to enhanced customer satisfaction

We need someone who has:

• 5+ years experience in CX/Service Design, UX Design, or Business Process Design.

• Proficient in written and spoken English

• Strong research background, including qualitative interviews and usability testing including defining research goals, conducting sessions, and synthesising findings.

• Knowledge of Value Proposition Design & JTBD methodologies

• Proven ability to map end- to- end service experiences

• (e.g., Service Blueprints, CX Journey Maps).

• Demonstrated ability to create personas, empathy map and user journey maps based on research insights.

• A portfolio showcasing capabilities in CX and service design, with a focus on solving real- life user problems.

• Strong facilitation skills (e.g., running ideation workshops & stakeholder sessions).

Nice to Have

• Experience with Change management

• Experience with agile environments and iterative design processes.

• Previous experience working in a B2B environment

• Experience with business process improvements & operational efficiency design

• Proficiency in Figma, Miro, JIRA Product Discovery, Hotjar, and Confluence

What We Offer

• International Environment: Collaborate with a diverse and inclusive global team.

• Learning & Growth Opportunities: Work on impactful projects with tangible results.

• Flexibility: Hybrid working model with at l east two office days per week.

• Supportive Culture: Be part of a team that values collaboration, a user- centric approach,

  agile delivery, and iterative processes