Service Design Principal Specialist

About Candidate profile:

· Significant service or experience design leadership in complex, multi-stakeholder environments.

· Hands-on UX design and/or user research experience, from insight to validated digital experience.

· Experience in fintech, payments, financial services or another regulated environment is highly desirable.

· Proven influence across Product, Technology, Operations and Business teams.

· Experience using AI to accelerate design and research while maintaining human judgment and traceability.

Skills and expertise

· Service design: journey mapping, service blueprinting, ecosystem mapping and systems modelling.

· UX design: information architecture, flows, interaction design, wireframing and prototyping.

· Figma skills, including interactive prototypes, shared components and design systems.

· Research literacy, evidence-based decision-making, facilitation, storytelling and communication.

· Strategic thinking, pragmatic execution and strong business acumen.

· AI-enabled workflows, including prompt and context design, workflow orchestration, evaluation and responsible experimentation.

· Trusted advisor who challenges constructively.

· Comfortable with ambiguity and organizational complexity.

· Strong advocate for service-led thinking beyond the design function.

#LI-EMEA

Service Design Principal Specialist

Summary of the role:
Shape coherent end-to-end service experiences across Outpayce and Amadeus. Working across user needs, business strategy, technology and operations, this role combines strategic leadership with hands-on service and UX design to make complex solutions usable, scalable and commercially sound.

The role influences key stakeholders and cross-functional teams, connecting the overall service experience with the design and validation of digital products, interfaces and interactions.

In this role you will be responsible for:

1. Service design strategy and vision

· Define service design vision, principles and experience priorities for key Outpayce value streams.

· Identify and prioritize improvements across customer, partner and operational journeys.

· Establish service standards and success metrics, and support adoption across delivery teams.

2. End-to-end service and systems design

· Design complex services using systems thinking, journey models, ecosystem maps and service blueprints.

· Translate service concepts into user flows, wireframes, interaction designs and prototypes.

· Balance user needs with compliance, risk, operational controls, feasibility and scalability.

· Coordinate with Product, Engineering, Operations, Risk, Legal and Customer Support.

3. Evidence-based design and research

· Partner with UX Research and Data to plan and synthesize research.

· Turn evidence into prioritized opportunities, recommendations and validated concepts.

· Make assumptions and evidence gaps explicit in decision-making.

4. Business acumen and value framing

· Connect design outcomes to adoption, satisfaction, revenue enablement, efficiency and risk reduction.

· Frame options, dependencies, trade-offs and expected value for roadmap decisions.

· Recommend experience-led decision frameworks and KPIs.

5. Advocacy and influence

· Act as a recognized service design and UX reference across relevant Amadeus and Outpayce initiatives.

· Facilitate workshops, co-creation sessions and design reviews to build alignment.

· Strengthen service design maturity through knowledge sharing and coaching.