Digital Customer Experience - UX Designer

Whitbread; London; Hybrid; GBP 60,000 - 85,000; Full time

Job summary

A leading company in hospitality seeks a Lead UX Designer to enhance digital guest experiences at Premier Inn. In this hybrid role, you will define the design vision, work with product teams, and foster a user-centred design culture. The ideal candidate has strong industry experience and a passion for creating seamless digital interactions.

Benefits

Private healthcare

Up to 10% matched pension

Discount on Premier Inn stays

Company car or car allowance

Annual incentive of up to 30%

Qualifications

• Experience establishing a UX team in high-traffic digital environments.
• Proven experience in Interaction Design and Visual design.
• Senior Product Design experience with a strong portfolio.

Responsibilities

• Lead design vision across guest journeys for web and mobile platforms.
• Champion customer insights to improve booking and check-in processes.
• Collaborate with engineering teams on design systems.

Skills

Communication

Agile Product Management

User-Centred Design

Design Systems

Usability

Tools

Figma

Miro

Prototyping Software

Job description

Digital Customer Experience - UX Designer

Holborn, London, UK Req #17449

Why You’ll Love It Here:

· Private healthcare

· Up to 10% matched pension

· Up to 60% discount on Premier Inn stays and 25% discount on our Restaurant brand

· Company Car or Car Allowance

· Annual Incentive of up to 30%

Location: Hybrid role minimum 3 days per week in office based at our office in Holborn, London (EC1N 2TD)

At Premier Inn we believe that a great night’s sleep and a warm welcome can make all the difference. As the UK’s largest hotel business with over 800 hotels across the UK, we are seeking a Lead UX Designer to join our Digital Product team and shape the future of guest experience.

The Lead UX Designer will:

• Be responsible for defining, articulating and championing the future for how our customers research, book, and stay with the comfort, consistency, and convenience that Premier Inn is famous for.
• Taking the lead in developing the overall design vision for delightful and impactful experiences throughout the guest journey across our web and mobile platforms.
• Work across our brand, digital product and engineering teams to standardise and educate others on design systems and visual languages. Present design work to partners and executive leadership for review, feedback and sign off.
• Get to the heart of customer problems and lead the design of solutions that bring simplicity to every guest interaction – from booking a room to checking in with ease.

If you’re a strategic thinker with a passion for user-centred design and a knack for turning insights into seamless digital experiences, and experience establishing a UX team in high-traffic digital environments we’d love to hear from you.

Knowledge:

• Understanding of eCommerce and Digital Business Models and Product Development
• Established set of Design best practices and experience-based methods to define vision and requirements
• Proven experience in Interaction Design, Visual and Motion design, and Research.

Skills:

• Excellent communication, ability to translate commercial and technical concepts
• Agile Product Management experience and working in a squad model
• Experience with Design Systems and Design tools such as Figma, Miro and prototyping software
• Passionate and empathetic, driven by curiosity for problems rather than solutions
• Strong instinct for great design and usability, always searching for next customer insight

Experience:

• Industry experience
• Senior Product Design experience with a strong portfolio
• Leading alignment sessions with stakeholders at every level
• Significant experience designing complex user interfaces for web and mobile applications

We are proud to have been recognised as a Top Employer for 14 consecutive years, voted a top apprenticeship employer by Department of Education and Rate my Apprenticeship, this year we placed #10 in the Stonewall Workplace Equality Index for our commitment to LGBTQIA+ inclusion at Whitbread and have been awarded as a Top 25 Exemplary Employer in the Investing in Ethnicity Parliamentary Matrix as the only hospitality company leading the way in terms of Inclusion.