Design Strategy Manager

About the role

Design Strategy Manager leads identification, articulation and development of strategic design opportunities and initiatives for the end‑to‑end guest journey. The role collaborates closely with multiple stakeholders from brand, guest insights, ground operations and crew & service to translate brand strategy into tangible experience design opportunities at every touch point.

Key responsibilities

• Translate brand into experience design strategies for the end‑to‑end guest journey and lead creation of experience design principles aligned with brand positioning.
• Identify experience design opportunities across the guest journey using data, market analysis and industry trends, covering digital, physical and service design.
• Develop a prioritized delivery roadmap with timelines for selected opportunities.
• Turn design opportunities into tangible solutions with clear implementation plans to improve NPS and other performance metrics.
• Identify and develop new tools, methods and processes to capture and share trends, insights and ideas across the organization.
• Document experience design principles and strategic guidelines to serve as guardrails for product and service development.

Required profile

• Bachelor’s degree in Design (Industrial, Interior, Transportation) with a focus on user research and design strategy, or equivalent experience.
• 7+ years of experience developing experience design strategies in consultancy or in‑house roles, preferably in aviation, hospitality or guest‑experience‑focused industries.
• Expert in storytelling and articulation of concepts.
• Proven ability to turn insights into value‑driven design solutions.
• Strong visual, written and verbal presentation skills.
• Ability to lead and command respect as a subject‑matter expert.