Lead UX Strategist

Role overview

We are hiring a Lead UX Strategist to shape, guide, and continuously refine the full customer experience across a complex digital environment. This position places user experience, journey continuity, and conversion improvement at the center of solution design and delivery.

The role blends customer insight, research, and data-led judgment to improve user journeys, enhance digital touchpoints, and raise key business metrics. It also helps define the long-term UX direction across digital channels using user research and market understanding.

The Lead UX Strategist partners with business, product, and technology teams to turn business goals into simple, effective, and high-performing customer experiences.

Common accountabilities

• Bring strong practical and technical expertise in the discipline, understand how the work supports wider business goals, and act as a go-to person for less experienced colleagues while helping junior teammates grow.
• Influence decisions within the area of responsibility, anticipate dependencies and downstream effects in complex situations, contribute to cross-functional work, suggest process improvements, and take ownership of personal and team commitments.
• Work autonomously within an established framework, while receiving guidance in more complex or unclear situations.

Customer experience strategy and ownership

• Set and steer the vision for end-to-end user experience across digital touchpoints, keeping it consistent, usable, and aligned with both business and user requirements.
• Work with stakeholders to understand customer expectations, needs, and friction points throughout the journey.
• Convert business objectives into UX, CX, and CRO strategies that strengthen engagement, satisfaction, and conversion.
• Serve as a trusted reference on experience topics and help spread best practices, alignment, and consistency across teams.

UX research and strategic vision

• Plan and run research activities such as interviews, usability testing, contextual inquiry, and surveys to build practical insight into user behaviour and needs across digital touchpoints.
• Keep up with UX trends, travel and digital industry practices, and new interaction patterns to spot opportunities for improvement and innovation.
• Set and communicate UX direction for digital touchpoints, offering strategic recommendations that balance user needs, business priorities, and technical limits.
• Maintain a shared repository of user insights that supports product and experience decisions across teams.
• Present research outcomes and strategic recommendations in a clear, structured, and actionable format to product owners and stakeholders.

UX design and journey optimisation

• Create and refine customer journeys, user flows, and interaction models to deliver smooth and intuitive experiences.
• Contribute to UX design work as needed, including wireframes, prototypes, and experience concepts.
• Collaborate closely with product and engineering teams to keep user experience, business goals, and technical feasibility aligned.
• Improve experience quality through iterative validation, user feedback, and ongoing improvement methods.

Conversion optimisation and performance

• Define and monitor experience and conversion KPIs such as engagement, drop-off, and conversion rates.
• Spot opportunities to improve customer journeys and overall digital performance.
• Support experimentation methods such as A/B testing and usability testing to verify improvements.
• Use data and insights to keep improving user experience and business results.

Experience governance and consistency

• Ensure a consistent, high-quality experience across products, channels, and digital touchpoints.
• Work with designers, developers, and architects to maintain and evolve UX standards and guidelines.
• Promote reusable design patterns and scalable experience solutions.
• Identify UX risks early and support mitigation actions to protect experience quality.

Collaboration and ways of working

• Partner with business stakeholders to align experience strategy with organizational goals and customer expectations.
• Work with cross-functional product and technology teams to embed UX considerations into delivery processes.
• Encourage a strong user-centered mindset by promoting design thinking and experience-led decisions.
• Communicate UX priorities, findings, and improvement opportunities clearly to relevant stakeholders.

Ideal candidate profile

The preferred candidate has a degree in Design, Human-Computer Interaction, Digital Technologies, Business, Psychology, Marketing, or a related field, or equivalent hands-on experience.

They should bring proven experience in UX, customer experience, web optimisation, or digital product design, along with the ability to interpret user research and turn insights into meaningful improvements.

Experience with prototyping, journey mapping, and usability testing is expected, and familiarity with experimentation methods such as A/B testing or usability studies is beneficial.

Strong collaboration, communication, and problem-solving abilities are important, along with a data-driven mindset and comfort working with analytics and performance insights.

Experience in travel, e-commerce, or similar sectors is a plus but not mandatory. Fluency in English is required, and additional languages such as Arabic are an advantage.

What the company offers

• A meaningful mission focused on shaping the future of travel.
• A genuinely global environment with international teams, processes, and culture.
• Continuous learning opportunities through on-the-job experience, formal learning, and daily collaboration.
• A supportive environment that values both professional growth and personal well-being.
• A comprehensive rewards package that includes salary, bonus, and caregiving and health benefits.
• A flexible working model that supports different work styles and needs.
• A diverse, equitable, and inclusive community built to help everyone reach their potential.
• A dependable company culture grounded in trust and reliability.

Diversity, inclusion, and recruitment integrity

The company aims to lead in diversity and inclusion within the technology sector by fostering belonging, fair treatment, and equal opportunity for applicants from all backgrounds. Employment decisions are made without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability, or any other protected characteristic.

Applicants should be alert to recruitment fraud. The company does not charge fees, request payment, or ask for financial details during hiring. Legitimate communication is issued only through official company channels; any payment request or contact through unofficial messaging platforms should be treated as suspicious.