Company: loveholidays
Location: London
Posted: April 8th, 2026
At loveholidays - we trailblaze together. We’re on a mission to open the world to everyone, giving our customers’ unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers’ personal holiday expert - the smart way to get away.
Here, we're doing things differently to open the world to everyone, and our Customer Experience team is at the forefront of driving cutting-edge innovation. Join our fast-growing business where your ideas are heard and new thinking shapes how millions book their holidays.
You'll accelerate your growth in our fast-paced environment, tackling daily challenges and learning from inspiring leaders and teammates. Be empowered to create impact for our future by shaping the most-loved package holiday experience for millions. As we pursue ambitious plans to expand across Europe, you'll be part of a fun-loving international community achieving great things together.
Reporting to the Head of Customer Experience and Service Design, you will be a key strategic leader responsible for shaping the future of travel. In our dynamic marketplace model, you will champion a human-centered design (HCD) approach to create a single, seamless loveholidays experience across a complex ecosystem of suppliers and partners. You will identify critical moments to apply cutting-edge AI and automation, orchestrating a service that intelligently blends digital efficiency with empathetic human support.
Embodying our core belief to 'Treat every holiday like it’s our own', you will be instrumental in helping us Own the Experience for our customers, ensuring they feel supported and cared for, regardless of which airline or hotel they travel with. Your work will build the trust and confidence required to Earn Customers for Life, reinforcing our brand promise and positioning loveholidays as the undisputed leader in creating the future of personalised travel.
If you’re passionate about solving complex challenges and designing services that millions of people love, we’d love to hear from you!
Lead Cross-Functional Strategic Projects: Own and drive key service design initiatives from concept through to implementation. You will unite and guide teams from Product, Tech, Data and Operations by designing and facilitating high-impact workshops to co-create innovative solutions and embed human-centered design principles across our customer journeys.
Champion our Customer Vision: Champion and embed a clear set of CX principles and standards across the organisation, ensuring a consistent and high-quality customer experience at every stage of the journey.
Human-Centered Research & Insight Generation: Lead strategic research to build a deep, empathetic understanding of customer needs within a complex travel ecosystem. Synthesise quantitative analytics and qualitative insights into actionable, data-driven strategies.
Service Design for a Multi-Supplier Marketplace: Map and visualise the end-to-end customer journey, including the front-stage customer touchpoints and the back-stage operational processes involving multiple suppliers. You will design interventions that create a cohesive and branded experience, even when services are delivered by third-party partners.
Hybrid Journey Orchestration: Define the strategy for when to leverage automation for speed and when to seamlessly connect customers with our expert human teams for reassurance. Lead the design of journeys that allow us to proactively solve problems before they impact the customer.
Service Prototyping and Validation: Design, prototype and test innovative service concepts that explore the intersection of digital interfaces, AI, human touchpoints, and multi-supplier operational processes.
Extensive Service Design Experience: Demonstrated ability to independently lead complex service design projects from discovery to implementation, with a strong portfolio showcasing your work on digital products and services.
Exceptional Systems Thinking: Proven ability to understand and design for complex systems and marketplace environments. You can deconstruct intricate customer journeys that involve multiple products, services, and suppliers, and identify key areas for improvement.
Inspirational Communicator: The ability to simplify complex processes and articulate a compelling vision in a way that resonates with and influences stakeholders at all levels. You’re an expert in bringing complex journeys, blueprints, and service concepts to life. Using tools like Miro, Figma or similar, you create compelling visualisations that energise teams and drive clear decisions.
Inspirational & Influential Collaborator: You thrive in fast-paced, cross-functional teams, translating customer needs into powerful narratives that align different perspectives and secure stakeholder buy-in for customer-centred change.
A deep sense of customer advocacy and ownership: A relentless focus on building trust and making conscious choices that ensure customers feel supported, cared for, and confident in their choice to book with us.
Strategic & Analytical Mindset: A strategic mindset complemented by a data-driven approach to problem-solving, with the ability to translate customer insights and business requirements into impactful design solutions.
Naturally Curious & Action-Oriented: An innate drive to ask questions and challenge the status quo. You excel at managing multiple competing priorities at pace, with a laser focus on implementation, tracking impact, and refining strategies for continuous improvement.
Marketplace or Scale-Up Experience: You’ve thrived in a fast-paced, high-growth environment, ideally within a tech marketplace, start-up, or scaling business. While experience in the travel sector is a bonus, we value expertise gained in any complex, high-growth environment.
Contact Centre Proficiency: A strong understanding of contact centre technology and operations and how they integrate into a holistic service experience.
Experience Designing with AI: You’re not just familiar with AI concepts; you have hands‑on experience designing services that use AI to create smarter, more intuitive, and proactive customer experiences.
Other than an amazing environment for you to grow, have impact and show the world your incredible skills, we offer the following benefits:
Company pension contributions at 5%
Individualised training budget for you to learn on the job and level yourself up
Discounted holidays for you, your family and friends
25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum
Enhanced maternity/paternity leave
Cycle to work scheme, season ticket loan and eye care vouchers
Talent Intro - 30 mins
1st stage with Hiring Manager - 30 mins
Meet with key stakeholder/s including a task to present, in office - 1 hour
At loveholidays, we focus on developing an inclusive culture and environment that encourages personal growth and collective success. Each individual offers unique perspectives and ideas that increase the diversity and effectiveness of our teams. And we value the insight and potential you could bring on our continued journey.
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