About the Role
The Design Strategy Manager leads the identification, articulation, and development of strategic design opportunities and initiatives for the end-to-end guest journey. 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 at every touchpoint of the guest journey. This position requires a proven track record of translating brand and customer insights into compelling design strategies and tangible outcomes.
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Responsibilities
- Translation of Brand into Experience Design Strategies:
Lead the creation of experience design principles to form a holistic guest experience strategy aligned with brand positioning and hospitality philosophy.
- Identification of Experience Design Opportunities:
Utilize guest data and insights, market analyses, and industry trends to identify experience design opportunities that enhance premium positioning and market leadership. Opportunities will span digital, physical, and service design across booking, airport, cabin, and post-flight interactions.
- Delivery Plan and Project Roadmap:
Create a business impact-led prioritized roadmap from the identified experience opportunities, including delivery timelines.
- Development of Tangible Solutions:
In collaboration with internal stakeholders, transform identified opportunities into tangible solutions aimed at improving NPS and other guest performance metrics.
- New Tools and Methodology:
Identify and develop new tools, methods, and processes to capture and share trends, insights, ideas, and opportunities across the organization.
- Governing Documentation:
Articulate and capture experience design principles and strategic design guidelines to serve as guardrails for product development and service implementation.
Qualifications
- Bachelor's degree in Design (Industrial, Interior, Transportation) focused on user research and design strategy, or a degree in Design Research and Strategy, or relevant experience with a proven track record.
- At least 7 years of experience developing experience design strategies in a consultancy or in-house capacity, ideally in aviation, hospitality, or guest-experience-driven industries.
- Expertise in storytelling and articulation of concepts.
- Ability to turn insights into opportunities and value-driven solutions.
- Strong visual, written, and verbal presentation skills.
- Proven ability to lead and command respect as a subject matter expert.
Important Dates
Job posting close date: 29th October 2026
Additional Information
This role is part of the Revenue & Commercial Division. Join us in shaping the future of global aviation while connecting people across continents and cultures.
Recruitment Fraud Alert
Beware of fraudulent job offers from individuals or organizations claiming to represent the company. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer.
