CX and Service DesignerVerified as a real position

Who we’re looking for

• Experience and domain: 7+ years in CX/service design, UX design, or business process design, including B2B or operations-heavy enterprise platforms (travel, logistics, or a similarly complex domain), with a portfolio that shows real problems solved.
• Strategic leadership and orchestration: a track record of setting and driving service design strategy for a complex platform or programme, and making things happen across multiple teams through influence rather than direct authority.
• Stakeholder and leadership alignment: comfortable driving alignment and decisions with senior leads such as the Product, Architecture, and Engineering Leads, a Program Manager, and an Agile Coach.
• Cross-regional alignment: at ease aligning stakeholders across multiple countries in Europe, Asia, and the USA.
• Service mapping and methods: able to use service blueprints and journey maps to shape direction at platform level, with working knowledge of Value Proposition Design and Jobs-to-be-Done.
• Research and facilitation: able to set research direction and turn insight into strategy through the designers and researchers who run the sessions, and to facilitate leadership alignment and cross-functional workshops.
• Language: fluent in written and spoken English.

What you’ll do

• As a CX & Service Designer on PLAZA, you set the service design strategy for the platform and make it happen. You work at the level of direction and orchestration: defining where the end-to-end experience is heading, keeping it coherent as PLAZA brings legacy systems together, aligning the people who can deliver it, and making sure the parts integrate, even when the hands-on design sits with others.
• Your work is strategic and orchestral: you set direction, align the people who can make it real, and keep PLAZA moving as one coherent experience.
• Own the service design strategy for PLAZA: where the experience is heading, what good looks like, and which problems matter most.
• Translate business goals and user needs into a clear, prioritised direction the streams can act on, keeping the end-to-end experience coherent as the platform evolves.
• Set the direction for research and keep decisions grounded in evidence, then turn insight into the blueprints, journey maps, and value propositions that guide the platform.
• Orchestrate service design across five product streams, each with its own UX designer, making things happen through others rather than doing it all yourself.
• Spot gaps and overlaps between streams and resolve them before they reach users.
• Set shared standards and rituals so the streams move in the same direction, at the same pace.
• Drive alignment and decisions with the project leadership: the Product Lead, Architecture Lead, Engineering Lead, Program Manager, and Agile Coach.
• Align stakeholders across Europe, Asia, and the USA, turning different regional needs into a single, clear direction.
• Make the case for service design at leadership level, so the customer view shapes scope, sequencing, and trade-offs.

About the position

For more than 100 years, Kuoni Tumlare has shaped how the world travels and experiences destinations, from educational tours to large-scale conferences, MICE events, and guided expeditions. Inside our Digital Transformation team, we design and deliver customer-centric solutions using agile and Human-Centered Design, with a clear focus on adoption, engagement, and NPS. Our CX and service design work reaches beyond the screen to improve end-to-end service interactions and business impact. We are looking for a CX & Service Designer to lead the service design of PLAZA, our platform that brings legacy systems together into a single experience for the people who run global travel operations. You will join a team that already works in a human-centered way.

Benefits

• Real impact: shape PLAZA and the service experiences used daily by professionals across global travel and tourism.
• International, multicultural team: collaborate with a globally influential team in a multicultural Prague office, with 15+ nationalities working side by side, across 33 countries.
• Hybrid setup: based in Prague, with 2 days a week in the office.
• Learning and growth: impactful projects with tangible results, plus access to learning platforms and tailored development plans.
• Supportive culture: a team that values collaboration, a user-centric approach, agile delivery, and iterative processes.
• Stability and benefits: 100 years of leadership in our field, with clear pathways for high performers, a company-wide bonus scheme, flexible working, and recognition programs.