Senior CX Product Design Manager
Key Skills
Job Description
As our Senior CX Product Design Manager, you will lead the end-to-end airline product lifecycle management and define the customer journey across across a complex, multi-market and highly operational environment, where every touchpoint must balance customer needs, operational realities and commercial performance. Closing date 13th July About Our Offer Personal benefits: Attractive remuneration, discretionary bonus schemes, generous travel benefits, extensive health & well-being support, and more. Flexible working: Work is something you do, not somewhere you go. We encourage a healthy work-life balance with a dynamic working environment. A career to shape: Access the TUI Learning Hub to level-up and reach your ambitions. Broaden your network: We champion intercultural collaboration and provide opportunities to work on global projects and teams Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation. About The Job You'll design and continuously evolve the full airline product and customer journey across booking, pre-travel, airport, inflight and post-travel—navigating high operational and regulatory complexity with a focus on the customer and commercial value. You will translate commercial, operational and customer strategies into an integrated product lifecycle management that works across multiple markets, routes and fleets for flight only customers as well as package customers coordinated by the marketplace. You will orchestrate customer communications for the airline across all phases of travel, ensuring clarity, consistency and commercial effectiveness. Define and steer CX performance through robust KPIs, linking customer outcomes directly to revenue, cost and operational delivery. Lead cross-functional governance across airline operations, commercial, digital and CX teams to manage trade-offs and drive aligned decision-making at scale. About You You have proven experience in CX design, service design or product strategy within complex, operational environments (ideally airline or travel) You have proven ability to operate across complex, multiple markets, stakeholders and systems, balancing customer, regulatory and operational constraints You possess strategic systems thinking, with the ability to define and manage large-scale customer journeys ensuring coherence across multiple touchpoints You bring a strong commercial acumen and know how CX decisions impact revenue, cost and customer value. You have excellent stakeholder leadership skills and are able to influence across a highly matrixed airline organisation and drive change at scale From a workplace to a place to belong. At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless. We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know. SECURITY STATEMENT At TUI, safety is our top priority. We conduct thorough background checks on all employees who join our Airline. Rest assured; we’ll guide you on the necessary information you need to provide at each stage. Please note that if you are applying for a role in the UK, you must ensure you can provide a full 5 years referencing, plus a criminal record check for all countries you’ve resided in for more than 6 months in the past 5 years (some costs may apply).
Core Responsibilities
Lead the end-to-end airline product lifecycle and design customer journeys across booking, pre-travel, airport, inflight, and post-travel touchpoints. Set CX performance measures and coordinate airline operations, commercial, digital, and customer experience teams to balance customer needs, operational constraints, and commercial outcomes.
Requirements
Requires proven experience in customer experience design, service design, or product strategy in a complex operational environment, ideally in the airline or travel industry. Candidates should be able to manage multi-market journeys and stakeholder complexity, balance customer, regulatory, and operational needs, understand commercial impacts, and influence change across a matrixed organization.
Benefits
- Attractive Remuneration
- Discretionary Bonus Schemes
- Generous Travel Benefits
- Health And Well-Being Support
- Flexible Working
- Learning And Development Opportunities
- Global Project Opportunities
About TUI
Industry: Hospitality
Company size: 10,001+ employees
We’re adventure seekers. Smile givers. Impact makers. We believe in the power of travel. It broadens horizons for our customers, and for our people too. New places to live, new roles to explore, new communities to join. It’s yours for the taking. We’re TUI, a leading global travel and leisure experience company that makes holiday dreams come true for people around the world. We are one of the world’s leading tourism groups counting 1200 travel agencies and online portals, five airlines with around 130 aircraft, over 400 hotels, 16 cruise liners, digital platforms for tours and activities and most importantly over 60 000 colleagues around the world. What unites us is creating moments that enrich the lives of our 21 million customers. Beside the unforgettable experience we provide our customers, we also believe in the good that tourism can bring and we care deeply about our environmental impact. The TUI Care foundation has projects in over 30 countries worldwide, building on the potential of tourism as a global force for development. The Foundation opens up new perspectives through education and training, empowers local communities to benefit from the success of tourism and engages in the protection of nature and the environment. At TUI we simply say “Let’s TUI it”. For us, that means creating happiness. Tackling challenges every day together, with a positive, can-do attitude, and finding solutions even for the most unexpected situations. Our teams across TUI are just as diverse as our destinations. So whether you have lots of experience or none at all. If you want to work in an office or feel best in the field. No matter if you’re an accomplished tech whizz, an aspiring entertainer, or simply in love with flying. There’s a place for you here.