Senior Experience Designer

About Collinson Collinson is a global loyalty and benefits company. We use our expertise and products to craft customer experiences which enable some of the world’s best-known brands to acquire, engage and retain the most demanding and choice-rich customers. Our unique expertise and insight into high earning, frequent travellers allow us to create products and solutions for our clients that inspire greater customer engagement to drive more profitable relationships, enrich their travel experiences, protect what matters and assist in in times of need. While specialising in Financial Services, Travel and Retail, we also support clients in multiple sectors. We have worked with over 90 airlines, 20 hotel groups and more than 600 financial institutions and banks, with clients including Accor Hotels, Air France KLM, American Express, British Airways, Cathay Pacific, Diners Club, Mandarin Oriental, Mastercard, Radisson Hotel Group, Sephora, Visa and Vhi. Collinson is a privately-owned entrepreneurial business with 2,000 passionate people working in 17 locations worldwide. Our solutions include Priority Pass, the world’s best known airport experiences programme, while we are also the trusted partner behind many of the leading financial services, airline and hotel brand’s reward programmes and loyalty initiatives. Purpose of the job As the Senior Experience Designer at Collinson, you will play a pivotal role in shaping and enhancing customer experiences across loyalty, travel, and benefit services for some of the world’s most renowned brands. You’ll be creating engaging and meaningful interactions that drive customer loyalty, retention, and satisfaction, designing services that meet the needs of high-value, choice-rich customers. Key responsibilities User Research : Conduct in-depth research to understand the unique needs, behaviours, and preferences of high-earning, frequent travellers and other loyalty-driven users. By gathering insights through interviews, data analysis, and usability testing, you’ll ensure that every design decision resonates with end users. Experience Mapping : Create detailed experience maps to capture the journey that users go through when interacting with Collinson products and services. This process will help you identify key moments, potential friction points, and areas for improvement, enabling you to craft solutions that enhance every stage of the customer journey. Information Architecture : You’ll be responsible for structuring and organising content so that users can seamlessly navigate products like Priority Pass or various loyalty and rewards platforms. This involves creating sitemaps, user flows, and wireframes to provide clear, intuitive access to the products and services that enrich travel and loyalty experiences. Interaction Design : Support the design process and work closely with Product Designers to deliver best-in-class customer experiences. This includes collaborating on the design of interactive elements that make customer interactions effortless and engaging, from booking and managing travel benefits to navigating loyalty rewards programmes. Prototyping and Testing : To validate ideas and ensure usability, you’ll build prototypes of Collinson’s digital solutions, enabling stakeholders and users to test new features and experiences. This iterative process is essential for identifying and addressing user pain points before launching or updating services. Collaboration : Working closely with developers, product managers, and cross-functional teams, you’ll ensure that every product aligns with Collinson’s standards for high-quality, customer-focused solutions. Measurement : You’ll play an active role in identifying, agreeing, and monitoring key performance indicators (KPIs) that measure the success of design solutions and customer experiences. You’ll work with stakeholders to define KPIs aligned with business objectives and user needs, setting clear targets for engagement, satisfaction, and other success metrics. Iterate : You’ll be continuously improving products and services based on feedback and usage data, ensuring that Collinson’s offerings evolve to stay relevant and valuable to high-value clients and travellers. Knowledge, skills and experience required Knowledge: Research Methods : Familiarity with qualitative and quantitative research methods, such as usability testing, surveys, and user interviews. Experience Mapping : Expertise in creating experience maps that document the user journey and identify key touchpoints. Information Architecture : Knowledge of information architecture, content strategy, and navigation systems. Design Principles : Deep understanding of core design principles. User Experience (UX) Design : Strong knowledge of UX design processes and best practices. Data-Driven Design : A strong understanding of data analysis and how to use metrics to inform design choices. Skills: Creative Problem-Solving : Ability to approach complex design challenges creatively and strategically. Prototyping and Wireframing : Skilled in creating wireframes, mock-ups, and prototypes. Attention to Detail : Exceptional attention to detail, ensuring pixel-perfect design. Communication : Strong communication skills, both written and verbal. Collaboration : Ability to work effectively in cross-functional teams. User-Centered Design Thinking : Skilled in applying design thinking principles. Tool Proficiency : High proficiency in industry-standard design tools. Agility and Adaptability : Comfortable working in Agile and iterative development environments. Experience: Portfolio of Work : A robust portfolio showcasing at least 5+ years of experience in experience design or UX/UI design. End-to-End Design Process : Experience working on the full design lifecycle. User Research and Testing : Practical experience conducting and analysing user research. Design for Multiple Platforms : Demonstrated experience designing for web and mobile. Agile and Lean Methodologies : Familiarity with Agile methodologies and Lean UX practices. Additional Qualifications: Education : Bachelor’s degree in Design or a related field is generally preferred. Certifications : Relevant certifications in UX/UI design can strengthen a candidate’s qualifications. Continuous Improvement : Commitment to ongoing learning and staying up-to-date with industry standards. Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

#J-18808-Ljbffr