About the Role
The Design Strategy Manager is responsible for shaping guest experience strategy, translating insights and brand ambitions into tangible service and experience innovations. The role collaborates closely with multiple stakeholders from brand, guest insights, ground operations, and crew & service to translate brand strategy into tangible experience design opportunities across every touchpoint of the guest journey. A proven track record of translating Brand and Customer Insights into compelling design strategies and tangible outcomes is essential.
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Responsibilities
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Translation of brand into experience design strategies for the end-to-end guest journey
Lead the creation of experience design principles to form a holistic guest experience strategy aligned with the brand's positioning and hospitality philosophy.
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Identification of experience design opportunities within the guest journey
Identify and form experience design opportunities using guest data and insights, market analyses, industry trends, and lateral trends across digital, physical, and service design spanning booking, airport, cabin, and post-flight experiences.
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Delivery plan and project roadmap
From the pool of experience opportunities, create a business impact-led prioritized roadmap with delivery timelines.
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Development of experience design opportunities into tangible solutions
In close partnership with internal stakeholders, develop opportunities into solutions with clear implementation plans agreed upon by stakeholders to improve NPS and other guest performance metrics.
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New tools and methodology
Identify and develop new tools, methods, and processes to capture and share trends, insights, ideas, and opportunities across the organization.
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Governing documentation
Articulate and document experience design principles and strategic design guidelines that serve as guardrails for product development and service implementation.
Qualifications
- Bachelor's degree in Design (Industrial, Interior, Transportation) focusing on user research and design strategy, or a degree in Design Research and Strategy, or equivalent experience with a proven track record.
- 7+ years of experience in developing experience design strategies in a consultancy or in-house capacity, ideally in aviation, hospitality, or guest-experience-driven industries.
- Expertise in storytelling and articulating concepts.
- Proven ability to turn insights into opportunities and value-driven solutions.
- Strong visual, written, and verbal presentation skills.
- Capability to lead and command respect as a subject matter expert.
Additional Information
Job posting close date: 29th October 2026.
Join us in shaping the future of global aviation, connecting people across continents and cultures, while driving a vision of excellence in an environment where extraordinary experiences take flight.
