Customer Experience Lead

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. In particular, 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 privately-owned entrepreneurial business with 2,000 passionate people working in 20 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.

What does a Customer Experience Lead do?

As a Consumer Experience Lead you will be responsible to design and prototype the look and feel of digital (and sometimes non-digital) products and experiences, making it more intuitive, easy to use, and aesthetically pleasing for the user, conduct user research activities. On top of that, as a Lead you will be responsible for establishing best practices, propagating user-centricity, enabling professional growth of your less experienced colleagues.
You will work closely with various disciplines across the company to build, launch and iterate great user experiences.

What will you do?

• Set design standards for the team and train and support the team in UX best practices.
• Review design team outcomes, provide guidance, and collaborate closely with product management and engineering
• Lead regular creative sessions and establish an environment of learning amongst the team members to guide them through their journey to the better user experience and creative user interfaces
• Create user-centric designs by considering market analysis, data, customer feedback, user research and technical constraints/opportunities
• Create efficient and well-thought user flows, wireframes, design mock-ups, prototypes to effectively conceptualize new product initiatives
• Understand the market and competitive alternatives, their features, and industry trends to utilize this knowledge in the design process
• Conduct UX research and user interviews, help to select and recruit participants, run research, summarize, and report on the outcomes and customer feedback
• Perform UX audits and tests to iterate over existing designs and optimize the customer/user experience on a recurring basis
• Simplify and distil complex processes into intuitive and elegant UI and user experiences. Create and maintain detailed user-interface patterns and specifications
• Support development teams during implementation to ensure best possible user experience has been delivered. Be ready to adjust the designs where needed.
• Communicate design concepts clearly and persuasively through interactive and engaging prototypes. Adjust your communication to deliver the necessary messages and the level of details for different audiences and varying levels of the organization
• Monitor the performance of the executed designs (adoption, conversion rate, user heat maps, etc) and follow-up to improve.
• Self-organized. Take full ownership of your work, and take responsibility for every detail, every step of the way
• Rapidly produce multiple concepts and prototypes; knowing when to apply pixel-perfect attention to detail, and when to make low-fi sketches and prototypes
• Adhere to policies, guidelines and procedures pertaining to the protection of information assets.

What you'll need:

• 3 years of Customer Experience design in B2C and B2B products
• Proven record of design ownership of consumer products, understand what it takes to create user-friendly, functional, consumer-oriented experiences
• Deep knowledge of design best practices and tools and experience establishing those as a standard within the design organization
• Highly skilled in using design tools such as Adobe Creative Suite, Figma, Sketch, Invision, and/or other
• Proactive. You get nervous if you are not sketching concepts, tweaking flows, or polishing the designs that represent the big-thinking work
• Excellent communication skills that help you work with product and engineering and find common ground that allows to make product visions come to life
• Practical experience validating your design instinct through user feedback. Whether through hands-on user research, or by designing options for an A / B test
• You have an online portfolio or PDF that you can share with us
• Experience in facilitating meetings with project stakeholders to capture requirements
• Planning and estimation skills
• Experience in the travel industry is a plus.
• Bi-lingual (US English and Latin American Spanish) a plus.

You can look forward to a competitive salary and benefit plan including but not limited to:

• 100% employer paid medical, dental, life & LTD insurance for employees
• 100% match to your 401k deferrals (limited) with 100% vesting at 6 months
• Supplemental Insurance including STD, additional Life
• Priority Pass Membership
• Global Mentoring Program
• Wellness Programs
• Lifestyle Benefits

Collinson is an equal opportunity employer and welcomes everyone to our team. We strongly encourage people of any colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences to apply. If you need reasonable adjustments at any point in the application or interview process, please let us know.

In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc)’