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 worlds bestknown brands to acquire engage and retain the most demanding and choicerich 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.

We take our 30 years experience working with these kinds of household names in over 170 countries and help our clients to deliver the smarter experiences it takes to differentiate their propositions and help them win deeper devotion with their customers.

Collinson is a privatelyowned entrepreneurial business with 2000 passionate people working in 17 locations worldwide. Our solutions include Priority Pass the worlds best known airport experiences programme while we are also the trusted partner behind many of the leading financial services airline and hotel brands 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 worlds most renowned brands. Youll be creating engaging and meaningful interactions that drive customer loyalty retention and satisfaction designing services that meet the needs of highvalue choicerich customers.

Key responsibilities

User Research: Conduct indepth research to understand the unique needs behaviours and preferences of highearning frequent travellers and other loyaltydriven users. By gathering insights through interviews data analysis and usability testing youll 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: Youll 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 bestinclass 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. Your contributions will involve creating intuitive buttons animations and touchpoints that enhance the overall user experience ensuring that every interaction is accessible enjoyable and elevates Collinsons products to new standards of usability and satisfaction.

Prototyping and Testing: To validate ideas and ensure usability youll build prototypes of Collinsons 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 crossfunctional teams youll ensure that every product aligns with Collinsons standards for highquality customerfocused solutions. Youll collaborate with internal and external stakeholders to make sure the final product meets user expectations technical capabilities and business objectives.

Measurement: Youll play an active role in identifying agreeing and monitoring key performance indicators (KPIs) that measure the success of design solutions and customer experiences. Youll work with stakeholders to define KPIs aligned with business objectives and user needs setting clear targets for engagement satisfaction and other success metrics. By regularly tracking and assessing performance against these KPIs youll help ensure that Collinsons products continuously deliver value and evolve based on datadriven insights.

Iterate: Youll be continuously improving products and services based on feedback and usage data ensuring that Collinsons offerings evolve to stay relevant and valuable to highvalue 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 and how to interpret and apply findings to design decisions.
• Experience Mapping: Expertise in creating experience maps that document the user journey identify key touchpoints and highlight moments of friction or opportunity across digital and physical interactions. This includes understanding the users emotional and functional needs throughout their journey.
• Information Architecture: Knowledge of information architecture content strategy and navigation systems to organise content logically and improve findability within complex digital products.
• Design Principles: Deep understanding of core design principles including layout composition colour theory typography and visual hierarchy which are essential for creating compelling intuitive experiences.
• User Experience (UX) Design: Strong knowledge of UX design processes methodologies and best practices including usercentred design accessibility standards and inclusive design principles.
• DataDriven Design: A strong understanding of data analysis and how to use metrics analytics and A/B testing results to inform and validate design choices.

Skills:

• Creative ProblemSolving: Ability to approach complex design challenges creatively and strategically finding innovative solutions that balance user needs and business goals.
• Prototyping and Wireframing: Skilled in creating wireframes mockups and prototypes at varying levels of fidelity from lowfidelity sketches to highfidelity interactive prototypes.
• Attention to Detail: Exceptional attention to detail ensuring pixelperfect design and a consistent user experience across all touchpoints.
• Communication: Strong communication skills both written and verbal with the ability to clearly present design concepts decisions and rationales to diverse audiences including stakeholders and developers.
• Collaboration: Ability to work effectively in crossfunctional teams collaborating with product managers developers researchers and other designers to create cohesive and aligned solutions.
• UserCentered Design Thinking: Skilled in applying design thinking principles to empathise with users ideate solutions and iteratively test and refine designs.
• Tool Proficiency: High proficiency in industrystandard design tools such as Figma Sketch Adobe Creative Suite and prototyping tools like InVision Axure or Principle.
• Agility and Adaptability: Comfortable working in Agile and iterative development environments adapting quickly to feedback testing results and evolving project requirements.

Experience:

• Portfolio of Work: A robust portfolio showcasing at least 5 years of experience in experience design or UX/UI design with examples that demonstrate strong problemsolving skills design impact and thoughtful usercentred solutions.
• EndtoEnd Design Process: Experience working on the full design lifecycle from research and ideation through prototyping testing and delivery showing an understanding of each stages impact on the final product.
• User Research and Testing: Practical experience conducting and analysing user research and usability testing and integrating insights into design improvements.
• Design for Multiple Platforms: Demonstrated experience designing for web mobile (iOS and Android) and responsive layouts with knowledge of platformspecific design standards and guidelines.
• Agile and Lean Methodologies: Familiarity with Agile methodologies and Lean UX practices iterating on designs based on feedback and testing to improve the user experience.

Additional Qualifications:

• Education: Bachelors degree in Design HumanComputer Interaction Graphic Design or a related field is generally preferred; a Masters degree can be an advantage.
• Certifications: Relevant certifications in UX/UI design humancentered design or interaction design can strengthen a candidates qualifications.
• Continuous Improvement: Commitment to ongoing learning staying uptodate with evolving industry standards design trends tools and emerging technologies to maintain a competitive edge.

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 ongoing success.

We are focused on continually evolving our purpose driven high performing culture providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter Do the right thing One team and Be insight led. These help guide everything we do internally in terms of how we think act and interact right through to how we deliver value to our customers and clients.

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