Experience & Service Design

Own and deliver end-to-end guest journeys across digital, physical, and assisted service touchpoints. Lead current-state and future-state experience design activities. Facilitate discovery workshops with business stakeholders, operations teams, and technology partners. Define experience intent, moments that matter, and guest outcomes. Produce: Customer Journey Maps Service Blueprints (frontstage and backstage) Ecosystem Maps Stakeholder Maps Opportunity Assessments Future-State Service Concepts

Operational Service Design

Translate experience concepts into operationally viable service models. Define: Frontstage and backstage processes Roles and responsibilities Service interactions Handoffs and escalation paths Supporting systems and technology requirements Identify operational gaps, pain points, risks, and dependencies. Partner with Operations teams to validate feasibility and operational readiness.

Digital Experience & Product Definition

Work closely with Product Managers, Business Analysts, UX/UI Designers, and Digital/Technology teams. Document high-level business, guest experience, and service requirements. Translate journey and service design outputs into: User stories Experience requirements Functional concepts MVP definitions Pilot recommendations Ensure digital solutions align with intended guest and operational outcomes.

Service Standards & Governance

Support the development and maintenance of experience standards, design principles, and service frameworks. Define "what good looks like" across priority guest journeys. Create service design playbooks, templates, and operating guidelines. Support design assurance and governance reviews for major journey initiatives.

Operationalisation & Change Readiness

Translate service design outputs into actionable requirements for Operations, Digital, Technology, and Training teams, ensuring experiences can be operationalised at scale. Support pilot delivery, implementation planning, and operational readiness activities. Work with business stakeholders to ensure new experiences are adopted effectively and sustainably.

Executive Communication & Storytelling

Develop executive-level materials including: Experience narratives Journey visualisations Service blueprints Options papers Decision packs Present complex experience concepts in a manner that is: Visually clear Outcome-focused Actionable for senior stakeholders Clearly articulate the "why", "what", and "so what" of experience initiatives.

Key Deliverables

Customer Journey Maps Service Blueprints Experience Requirements Documents Operating Models Service Standards and Design Playbooks Process and Interaction Models Opportunity Assessments Pilot Concepts and Business Cases Executive Storytelling Decks Design Assurance Reviews Future-State Experience Concepts

Highly Desirable Skills (Strong Advantage)

Service & Experience Design

Experience designing journeys that span physical, digital, and assisted service channels. Strong experience in: Service Design Customer Experience (CX) Design Thinking Human-Centred Design