Senior Guest Experience Designer
About The Position
The Senior Experience Designer is a subject matter expert in product and guest experience design at Alaska Airlines and Hawaiian Airlines, bridging customer experience strategy and digital experience execution across complex guest journeys. As an individual contributor, this role exercises considerable judgment in design decisions within assigned journeys and areas of expertise, and recommends solutions to guest, business, operational, and technology challenges. With minimal direction from leadership, the designer owns discovery, journey design, validation, and delivery, guiding partners toward intuitive, accessible, and measurable experiences across digital products, offline touchpoints, customer service operations, and the broader brand journey. The role works across an assigned guest journey, experience area, or related touchpoints, connecting customer experience strategy with digital and operational execution. It uses qualitative and quantitative evidence to identify needs and friction, frame opportunities, and influence priorities and investment decisions. The designer partners with Product, Engineering, Analytics, operational, and business teams to develop and deliver consistent experiences across native iOS and Android, desktop and mobile web, and other relevant touchpoints. The role also applies systems thinking to address cross-journey dependencies and coaches other designers through feedback and shared practices.
Requirements
- At least 4 years of experience in product design across native mobile and web products or a related discipline.
- Bachelor’s degree focused on industrial design, marketing, business, or a related field, or an additional two years of relevant training or experience in lieu of the degree.
- A record of independently leading complex digital experience design, resolving ambiguity with data, demonstrating strong interaction and visual craft, and linking design decisions to user needs and business priorities.
- Experience with agentic design and AI workflows, evidenced by specifications engineers or agents built from, a skill or context file used by others, or an example of an incorrect first generated result and what was changed.
- Strong research and business judgment, including the ability to use testing and user feedback to make persuasive design recommendations within technology or schedule constraints.
- High school diploma or equivalent.
- At least 18 years of age.
- Authorized to work in the United States.
Nice To Haves
- At least 2 years delivering design work as working code or specifications engineering built from.
- Experience in travel, e-commerce, loyalty, payments, or user experiences spanning physical and digital spaces and multiple brands.
- Experience reviewing implementation contributions, deeper ability in a second platform, or working with mixed SwiftUI/UIKit, Compose/Views, or web-component environments.
- Experience with digital extensions such as notifications, boarding passes, wallets, widgets, Live Activities, kiosks, or other self-service interfaces.
- Experience using Claude Code or an equivalent LLM coding environment, including reusable agent workflows, design-system contributions, or experiment instrumentation developed with appropriate partners.
- Experience designing e-commerce, travel, or other high-scale consumer experiences.
- Experience using behavioral, operational, or product-performance data to improve guest journeys.
- Communication and storytelling skills, including experience influencing business decisions, scope, or project goals.
Responsibilities
- Act as a subject matter expert in product and guest experience design for an assigned guest journey, experience area, or related touchpoints, connecting customer experience strategy with digital and operational execution.
- Identify unmet needs, friction points, and opportunities, and translate findings into clear experience requirements and concepts.
- Frame discovery and experience strategy across the Guest Travel Journey using quantitative and qualitative research, product evidence, operational insight, and business priorities; influence investment decisions with Product and Engineering.
- Partner with Product, Engineering, Analytics, and business teams to shape priorities, resolve tradeoffs, and ensure the intended experience is delivered.
- Analyze guest insights, research, operational feedback, and quantitative product data to define success measures and recommend ways to address experience gaps and business challenges.
- Design consistent journeys across native iOS, native Android, desktop web, and mobile web while maintaining platform conventions, clear content, brand expression, accessibility, and continuity between touchpoints.
- Ensure experiences meet accessibility, trust, brand, and design-system expectations.
- Identify cross-journey dependencies and systemic experience gaps, including those involving digital interfaces, human operations, and physical environments, and coordinate solutions beyond the assigned area.
- Influence Product, Engineering, Analytics, operational, and business partners through storytelling, visual communication, and workshop facilitation to build alignment, resolve tradeoffs, and deliver a unified experience vision.
- Coach other designers through feedback and shared practices.
Benefits
- Free standby travel privileges on Alaska Airlines, Hawaiian Airlines, and Horizon Air.
- Medical, dental, and vision benefits.
- 401(k) match program.
- Annual bonus plans.
- Holiday and paid time off.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
