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 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

1. User Research: Conduct in-depth research to understand the unique needs, behaviours, and preferences of high-earning, frequent travellers and other loyalty-driven users.
2. Experience Mapping: Create detailed experience maps to capture the journey that users go through when interacting with Collinson products and services.
3. Information Architecture: Structure and organise content so that users can seamlessly navigate products like Priority Pass or various loyalty and rewards platforms.
4. Interaction Design: Support the design process and work closely with Product Designers to deliver best-in-class customer experiences.
5. Prototyping and Testing: Build prototypes of Collinson’s digital solutions, enabling stakeholders and users to test new features and experiences.
6. Collaboration: Work closely with developers, product managers, and cross-functional teams to ensure that every product aligns with Collinson’s standards.
7. Measurement: Identify, agree, and monitor key performance indicators (KPIs) that measure the success of design solutions and customer experiences.
8. Iterate: Continuously improve products and services based on feedback and usage data.

Knowledge, skills and experience required

Knowledge:

• Research Methods: Familiarity with qualitative and quantitative research methods.
• Experience Mapping: Expertise in creating experience maps.
• Information Architecture: Knowledge of information architecture and content strategy.
• Design Principles: Deep understanding of core design principles.
• User Experience (UX) Design: Strong knowledge of UX design processes and methodologies.
• Data-Driven Design: Understanding of data analysis and how to use metrics to inform design choices.

Skills:

• Creative Problem-Solving: Ability to approach complex design challenges creatively.
• Prototyping and Wireframing: Skilled in creating wireframes, mock-ups, and prototypes.
• Attention to Detail: Exceptional attention to detail.
• 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 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.

Additional Qualifications:

• Education: Bachelor’s degree in Design or related field is 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.

We are focused on continually evolving our purpose-driven culture, providing an environment where our people have the opportunity to achieve their full potential.

In your application, please feel free to note which pronouns you use.

If you need any extra support throughout the interview process, please email us at ukrecruitment@collinsongroup.com