AI UX Expert

Full time
All

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.

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About the Team

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.

Your responsibilities

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
Create journey maps
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 judgment
Redesign supplier interaction patterns for portal self-service
Translate service blueprints into wireframes, prototypes, and high-fidelity designs
Design modern Tourplan UI overlay
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

Your profile

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
Figma (or equivalent) expertise – prototyping, component libraries, developer handoff
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