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 world’s best-known brands to acquire, engage and retain the most demanding and choice-rich 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 privately-owned entrepreneurial business with 2,000 passionate people working in 17 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. 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 world’s most renowned brands. You’ll be creating engaging and meaningful interactions that drive customer loyalty, retention, and satisfaction, designing services that meet the needs of high-value, choice-rich customers. Key responsibilities User Research : Conduct in-depth research to understand the unique needs, behaviours, and preferences of high-earning, frequent travellers and other loyalty-driven users. By gathering insights through interviews, data analysis, and usability testing, you’ll 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 : You’ll 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 best-in-class 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 Collinson’s products to new standards of usability and satisfaction. Prototyping and Testing : To validate ideas and ensure usability, you’ll build prototypes of Collinson’s 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 cross-functional teams, you’ll ensure that every product aligns with Collinson’s standards for high-quality, customer-focused solutions. You’ll collaborate with internal and external stakeholders to make sure the final product meets user expectations, technical capabilities, and business objectives. Measurement : You’ll play an active role in identifying, agreeing, and monitoring key performance indicators (KPIs) that measure the success of design solutions and customer experiences. You’ll 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, you’ll help ensure that Collinson’s products continuously deliver value and evolve based on data-driven insights. Iterate : You’ll be continuously improving products and services based on feedback and usage data, ensuring that Collinson’s offerings evolve to stay relevant and valuable to high-value 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 user’s 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 user-centred design, accessibility standards, and inclusive design principles. Data-Driven 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 Problem-Solving : 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, mock-ups, and prototypes at varying levels of fidelity, from low-fidelity sketches to high-fidelity interactive prototypes. Attention to Detail : Exceptional attention to detail, ensuring pixel-perfect 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 cross-functional teams, collaborating with product managers, developers, researchers, and other designers to create cohesive and aligned solutions. User-Centered 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 industry-standard 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 problem-solving skills, design impact, and thoughtful user-centred solutions. End-to-End Design Process : Experience working on the full design lifecycle, from research and ideation through prototyping, testing, and delivery, showing an understanding of each stage’s 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 platform-specific 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 : Bachelor’s degree in Design, Human-Computer Interaction, Graphic Design, or a related field is generally preferred; a Master’s degree can be an advantage. Certifications : Relevant certifications in UX/UI design, human-centered design, or interaction design can strengthen a candidate’s qualifications. Continuous Improvement : Commitment to ongoing learning, staying up-to-date 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 on-going 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. In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc). If you need any extra support throughout the interview process, then please email us at ukrecruitmentcollinsongroup.com We also have our very own Beacons (Domestic Abuse Advisors) supporting within each of our global offices. Our Beacons will be your point of contact if you or someone you know needs support.