AI UX Expert

We are looking for a passionate and dynamic AI UX Expert to join our team in London. In this role, you will lead Design Thinking workshops with sales, operations, and finance teams to understand their world deeply - observing how they work today, mapping challenges, and cocreating future state experiences. You will produce service blueprints that show how users, systems, and data interact across end to end journeys and you will translate these into intuitive interfaces that make workflows feel simple. You will work as part of a collaborative, international team, creating memories that last a lifetime for our clients and their customers.

Tour Partner Group is a leading DMC for the UK, Ireland, the Nordics and Baltics. We bring together more than 300 destination specialists, designing B2B travel for Groups and FIT. Along with our MICE division, HORIZONS by Tour Partner Group, we are the experts in creating authentic experiences and memories that last a lifetime.

We have offices in London, Edinburgh, Dublin, Copenhagen, and Phoenix. Our mission is to deliver personally tailored, authentic tours. Perfectly.

What will I be doing?

• Lead Design Thinking workshops with business stakeholders to understand current state pain points and co create future state experiences
• Map end to end user journeys across the full booking lifecycle
• Create service blueprints showing how users, systems, AI, and data interact across touchpoints
• Challenge existing processes - don't digitise bad workflows, redesign them from first principles
• Facilitate co design sessions where sales, operations, and finance teams actively shape their future tools
• Document "jobs to be done" for each user role, ensuring technology serves real human needs
• Redesign the sales quoting process
• Design the new AI assisted workflows
• Ensure the new process eliminates Tourplan touchpoints entirely for sales users
• Map operations workflows: rooming list processing, supplier confirmations, booking modifications, cancellation handling
• Identify automation opportunities where human intervention adds no value
• Design exception handling interfaces - humans should only see what requires judgement
• Translate service blueprints into wireframes, prototypes, and high fidelity designs
• Create AI CoPilot interaction patterns: conversation flows, suggestion presentation, confidence indicators
• Design intelligent autocomplete, real time margin calculators, and drag and drop itinerary builders
• Build and maintain a design system ensuring consistency across all TPG digital products
• Conduct contextual inquiry - observe users in their actual work environment (not just interviews)
• Run usability testing with prototypes before development investment
• Measure success through task completion times, error rates, and user satisfaction
• Iterate designs based on real usage data post launch

What skills do I need?

• Design Thinking methodology - proven experience facilitating discovery workshops, ideation sessions, and co design with business stakeholders
• Service design skills - ability to create service blueprints, journey maps, and cross channel experience designs
• Process redesign mindset - experience challenging "how things are done" and designing new ways of working
• B2B/B2C application UX experience - enterprise software, booking systems, or operational tools (not just consumer web/mobile)
• User research methodology - contextual inquiry, observation, usability testing, jobs to be done analysis
• Ability to work with complex, multi system workflows and legacy constraints
• Strong facilitation and communication skills - ability to run workshops with senior stakeholders and articulate design decisions to non designers
• Comfort with ambiguity - this role requires defining problems, not just solving pre defined briefs
• Experience designing AI assisted interfaces (copilots, recommendation systems, conversational UI) is preferred
• Background in operational transformation or process improvement initiatives is preferred
• Travel, hospitality, or logistics industry experience
• Front end development awareness (HTML/CSS/React fundamentals)
• Lean UX or Agile UX practitioner
• Experience redesigning legacy systems incrementally while maintaining business continuity