Staff Service Designer

The Design Project; Remote; GBP 90,000 - 110,000; Full time

Job summary

A leading design agency in the United Kingdom is seeking a Staff Service Designer to spearhead design initiatives with a focus on innovation and user experience. You will collaborate with diverse teams to shape product strategies and lead complex design projects that enhance user engagement. The role demands over 10 years of experience in design, showcasing strong visual and interaction design skills. Competitive salary and benefits are offered, reflecting the role's seniority within a dynamic environment.

Benefits

Employee Travel Credits

Comprehensive benefits package

Equity in the company

Qualifications

• 10+ years of experience in design with a proven track record in leading complex projects.
• Experience designing platforms and systems is essential.
• Ability to motivate and drive small to medium teams.

Responsibilities

• Shape the evolution of the Airbnb platform from a design perspective.
• Partner with cross-functional teams to define problems and map user flows.
• Provide indirect leadership and mentorship to a team of designers.

Skills

Visual and interaction design skills

Systems-thinking

Strong storytelling and communication

Education

Bachelor's or Master's degree in Design, HCI, or related field

Tools

Figma

Sketch

Adobe Creative Suite

Job description

Job Title: Staff Service DesignerCompany: AirbnbLocation: United KingdomJob Type: Full-TimeCategory: Design & User Experience (UX) OperationsDate Posted: 2026-01-07Experience Level: 10+ YearsRemote Status: On-site

• Drive the strategic vision and execution of innovative product areas, new launches, and partnerships within Airbnb's design function.
• Lead end-to-end design processes for complex initiatives, ensuring consistency with brand and product architecture across all platforms and devices.
• Foster emotional connection with Airbnb's community through user-centric design, prioritizing usability and accessibility in all creations.
• Act as a design thought leader, influencing leadership decisions, setting high design standards, and championing inclusive design practices.

📝 Enhancement Note: This role is critically focused on innovation and strategic initiatives, requiring a designer with a strong understanding of business objectives and the ability to translate them into compelling user experiences. The "Service Designer" title implies a holistic approach to user journeys, encompassing both digital and physical touchpoints, which is crucial for a hospitality-focused company like Airbnb.

📈 Primary Responsibilities

• Shape the evolution of the Airbnb platform from a design perspective, ensuring alignment with and contribution to brand and product architecture.
• Partner with Product Managers, Engineers, Data Scientists, Researchers, and Writers to define problems, map user flows, prototype interactions, and launch new products and services.
• Influence leadership decision-making through a clear point of view and autonomously define and solve highly complex problems.
• Provide indirect leadership and mentorship to a team of designers, guiding them through the end-to-end interaction and visual design of products and services for a global audience.
• Anticipate business challenges and proactively create product solutions, acting as a defacto creative director for innovative projects.
• Build strong relationships with leaders across core product teams and beyond, leveraging robust communication and executive stakeholder management skills.
• Demonstrate a keen understanding of technological, business, and user opportunities and constraints.
• Scope project work in partnership with Product Managers and Engineers, and help define the design process and timeline.

📝 Enhancement Note: The responsibilities highlight a significant leadership and strategic component, even though it's an individual contributor role. The emphasis on "defacto creative director" and influencing leadership suggests a need for strong strategic thinking and persuasive communication skills, in addition to core design craft.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's or Master's degree in Design, HCI, or a related field is typically expected for a Staff-level role.Experience: 10+ years of experience in design, with a proven track record of leading complex projects and influencing product strategy. Experience designing platforms and systems is essential.

Required Skills:

• Excellent visual and interaction design skills and craft.
• Ability to define design direction and process, and lead others through it.
• Demonstrated ability to accurately scope work for oneself and teammates.
• Proven capability to motivate and drive small to medium teams to transform a product.
• Demonstrated ability to help teams navigate ambiguity, set vision, and establish strategy for global products.
• Systems-thinking with the ability to design for both online and offline experiences.
• Experience making complex information, tools, and services easily digestible.
• Strong storytelling, presentation, communication, and stakeholder management skills.
• Experience designing platforms and systems.
• Experience managing and collaborating with research and writing disciplines.
• Experience with "0 to 1" product development or redesigning major elements of a product, experience, or service.

Preferred Skills:

• Experience in the hospitality, travel, or platform-based marketplace industries.
• Familiarity with user research methodologies and integrating user insights into design.
• Proficiency in design and prototyping tools such as Figma, Sketch, Adobe Creative Suite, etc.
• Experience working in agile development environments.

📝 Enhancement Note: The "10+ years of experience" coupled with the responsibilities of influencing leadership and setting strategy strongly suggests this role is for a senior individual contributor, often referred to as a Staff or Principal Designer. The emphasis on "systems-thinking" and "0 to 1" experience indicates a need for strategic foresight and the ability to build new offerings from the ground up.

• Showcase a minimum of 3-5 complex projects that demonstrate end-to-end design ownership, from initial concept to launch.
• Highlight projects involving platform or system design, illustrating an ability to think holistically about user journeys and interconnected experiences.
• Include case studies that detail your role in defining problems, user flows, interaction design, and visual execution.
• Demonstrate experience in designing for both digital interfaces and offline/service touchpoints.
• Clearly articulate your contribution to strategic decision-making and how you influenced product direction.

Process Documentation:

• Present detailed case studies that outline your design process, including how you navigated ambiguity, collaborated with cross-functional teams (PMs, Engineers, Researchers, Writers), and managed timelines.
• Provide examples of how you translated complex business needs and user insights into intuitive and effective design solutions.
• Showcase your ability to set vision and strategy for global products, with clear examples of your thought leadership.
• Document how you have mentored or indirectly led design teams, demonstrating your ability to elevate the craft and output of others.

📝 Enhancement Note: For a Staff-level role focused on innovation and strategy, the portfolio is paramount. It needs to go beyond showcasing polished UIs to demonstrating strategic thinking, process leadership, and the ability to drive significant product evolution or new product creation. The "0 to 1" experience requirement means portfolios should ideally include examples of nascent products or services.

Salary Range: £90,000 - £110,000 GBP per annum.

• Methodology: This range is provided directly by Airbnb. It reflects a competitive compensation for a Staff-level design role within the UK market, considering the seniority, scope of responsibility, and the company's industry standing. The range is annualized and subject to change.
• Equity in the company
• Comprehensive benefits package (details likely include health insurance, retirement plans, paid time off, etc.)
• Employee Travel Credits

Working Hours: Approximately 40 hours per week. While a standard full-time schedule, the role's senior nature may require flexibility and adaptability to meet project deadlines and strategic demands.

📝 Enhancement Note: The provided salary range is a significant indicator of the role's seniority and impact. The inclusion of bonus and equity suggests a performance-driven compensation structure, common for high-impact roles. Employee Travel Credits are a unique perk tied to Airbnb's core business.

Industry: Technology, Hospitality, Travel, Marketplace. Airbnb operates at the intersection of these industries, creating a unique environment that values community, connection, and authentic experiences.Company Size: Large (likely thousands of employees globally). This scale implies robust processes, established teams, and opportunities for broad impact, alongside potential for navigating complex organizational structures.Founded: 2008. Airbnb has a history of rapid growth and innovation, evolving from a startup to a global leader, which likely shapes a culture that embraces change and continuous improvement.

Team Structure:

• The Experience Design team is likely structured with Managers/Directors overseeing groups of designers, researchers, writers, and specialists.
• As a Staff Designer, you will operate as an individual contributor but wield significant influence, reporting to a Manager or Director of Experience Design.
• Cross-functional collaboration is core, with designers working closely with Product Management, Engineering, Data Science, and Research to bring products to life.

Methodology:

• Data-driven decision-making is expected, with insights from user research and analytics informing design choices.
• Agile methodologies are likely employed for product development, requiring iterative design and close collaboration with engineering.
• A strong emphasis on user-centricity and empathetic design, ensuring that the community's needs and emotions are at the forefront.

📝 Enhancement Note: Airbnb's culture is known for its focus on "Belong Anywhere" and fostering community. For a designer, this translates to creating products that facilitate authentic connections and memorable experiences. The "Staff" title indicates a high level of autonomy and influence within this culture.

Operations Career Level: Staff Experience Designer. This is a senior individual contributor role, positioned above Senior Designer and below Principal Designer or Director. It signifies mastery in design craft, strategic thinking, and the ability to lead initiatives and influence others without direct management authorityReporting Structure: Reports to a Manager or Director of Experience Design. While an IC, you will work closely with Product Management, Engineering, and other disciplines, acting as a design thought leader and often serving as the de facto creative lead for innovative projects.Operations Impact: This role has a direct impact on Airbnb's core mission of connection and belonging. By focusing on innovation, new product areas, and strategic initiatives, the Staff Service Designer will shape the future of the platform, drive user engagement, and contribute to business growth through novel offerings and enhanced user experiences.

• Specialization: Deepen expertise in specific areas like platform design, service design for complex ecosystems, or innovation strategy.
• Leadership: Transition into management roles (Manager/Director of Design) or move to higher-level IC roles (Principal Designer) with broader strategic scope.
• Skill Development: Opportunities to hone skills in strategic thinking, executive communication, cross-functional leadership, and influencing without authority.
• Impact: Lead high-visibility, mission-critical projects that can significantly influence the company's trajectory and user base.

📝 Enhancement Note: The "Staff" title is a crucial indicator of career progression. It signifies a move from executing within established frameworks to defining those frameworks and driving future product strategy. The growth path often involves either deeper specialization or a move into people management.

Office Type: On-site (United Kingdom). This suggests a collaborative office environment designed to foster teamwork and spontaneous interactionOffice Location(s): United Kingdom. Specific city/office details are not provided but would be typical for a large tech company with a presence in the UK.Workspace Context:

• Expect a dynamic, fast-paced environment typical of a leading tech company.
• Collaboration is key, with designers likely working in open-plan spaces or dedicated team areas, fostering interaction with product managers, engineers, and researchers.
• Access to modern design tools, technology, and potentially dedicated research labs or facilities.
• Opportunities to engage with a diverse global team, bringing different perspectives to the design process.

Work Schedule: Standard full-time hours (approx. 40 hours/week). The role demands flexibility to manage multiple initiatives and collaborate across time zones, but the core work is expected to be performed during standard business hours with potential for occasional extended periods for critical launches.

📝 Enhancement Note: The "On-site" designation is important. It implies a preference for in-person collaboration, which is often beneficial for complex design problem-solving and team synergy, especially in a role that requires significant stakeholder management and mentorship.

Interview Process:

• Initial Screening: HR or Recruiter call to assess basic qualifications and cultural fit.
• Portfolio Review & Design Challenge: A deep dive into your portfolio, often including a presentation of 1-2 key projects. You may be given a design challenge to solve, focusing on strategic thinking, problem-solving, and your design process.
• Cross-Functional Interviews: Interviews with Product Managers, Engineers, Researchers, and potentially other designers to assess collaboration skills, technical understanding, and ability to work across disciplines.
• Leadership Interview: Meeting with a senior leader (Director/VP) to evaluate your strategic vision, leadership potential, and alignment with Airbnb's culture and values.
• Final Round: May involve a final executive interview or a panel discussion.
• Storytelling: Frame your projects as compelling narratives. Clearly define the problem, your role, the process you followed, the challenges you overcame, and the impact of your solutions.
• Strategic Focus: Emphasize your strategic thinking, not just the visual execution. How did you align design with business goals? How did you navigate ambiguity?
• Process Depth: Detail your design methodology, including research, ideation, prototyping, testing, and iteration. Showcase how you collaborated with other disciplines.
• Impact Measurement: Quantify the impact of your work wherever possible (e.g., conversion increases, user satisfaction improvements, efficiency gains).
• Tailor to Airbnb: Highlight projects that demonstrate an understanding of platforms, community building, hospitality, or solving complex user problems on a global scale.
• Understand the Brief: Carefully analyze any design challenge, identifying key constraints and objectives.
• Structure Your Approach: Outline your problem-solving process before diving into solutions. Consider user needs, business goals, and technical feasibility.
• Think Holistically: For Airbnb, consider the entire service ecosystem, not just the digital interface.
• Communicate Clearly: Articulate your rationale, assumptions, and trade-offs. Be prepared to defend your decisions.
• Practice Presentation: Rehearse your presentation to ensure it's concise, engaging, and within the allotted time.

📝 Enhancement Note: For a Staff-level role, interviewers will scrutinize your strategic thinking and ability to operate autonomously. The portfolio is your primary tool to demonstrate this, so ensure it's curated to showcase your most impactful and strategically relevant work.

Primary Tools:

• Design & Prototyping: Figma (highly probable as industry standard), Sketch, Adobe Creative Suite (Photoshop, Illustrator, After Effects for motion/animation).
• Design Systems: Experience with or contribution to design systems is highly valued, as it ensures consistency across a large platform.

Analytics & Reporting:

• Experience interpreting data from tools like Google Analytics, Amplitude, Mixpanel, or internal Airbnb analytics platforms.
• Ability to translate data insights into actionable design recommendations.

CRM & Automation: Not directly applicable to this design role, but understanding how design impacts user journeys that may be influenced by CRM or marketing automation is beneficial.

📝 Enhancement Note: While this is a design role, proficiency with industry-standard design tools like Figma is non-negotiable. An understanding of how design integrates with data analytics and product management tools is also crucial for effective collaboration.

Operations Values:

• Belong Anywhere: Fostering a sense of inclusion and community, both internally and for Airbnb users.
• Empathy: Deeply understanding and designing for the needs and emotions of hosts and guests.
• Authenticity: Creating genuine connections and experiences.
• Simplicity: Making complex systems and processes easy to navigate.
• Innovation: Continuously seeking new ways to improve the platform and user experience.
• Data-Driven: Using insights to inform decisions and measure impact.
• Highly collaborative, with designers working in tight-knit pods alongside Product Managers, Engineers, Researchers, and Writers.
• Emphasis on constructive feedback and open communication to iterate and improve designs.
• Cross-functional alignment is critical for launching complex initiatives.
• Mentorship and knowledge sharing are encouraged, particularly for senior roles like Staff Designer.

📝 Enhancement Note: Airbnb's core values are deeply integrated into its culture and product development. A candidate's ability to embody these values, particularly "Belong Anywhere" and "Empathy," will be assessed throughout the interview process.

• Navigating Complexity: Designing for a global platform with diverse user needs, cultural nuances, and regulatory landscapes.
• Balancing Innovation and Execution: Driving new product initiatives while maintaining the stability and usability of the existing platform.
• Influencing Without Direct Authority: Leading design efforts and influencing stakeholders without direct reporting lines.
• Ambiguity: Working in new product areas or strategic initiatives where the path forward may not be clearly defined.
• Cross-functional Alignment: Ensuring all teams are aligned on design vision and execution for complex projects.
• Strategic Design Leadership: Developing expertise in product strategy, innovation frameworks, and leading large-scale design initiatives.
• Service Design Mastery: Deepening skills in mapping and optimizing end-to-end user journeys across digital and physical touchpoints.
• Mentorship: Gaining experience in mentoring and guiding other designers, fostering their growth and development.
• Industry Exposure: Working on cutting-edge projects within the rapidly evolving travel and tech industries.
• Executive Communication: Honing skills in presenting complex ideas to senior leadership and driving consensus.

📝 Enhancement Note: The challenges presented are typical for senior roles in large, innovative tech companies. They also represent significant opportunities for professional growth and skill development.

Strategy Questions:

• "Tell me about a time you had to define a new product or service from scratch (0 to 1). What was your process, and what was the outcome?" (Focus on your role in identifying opportunity, defining strategy, and leading the design effort.)
• "Describe a complex problem you solved for a global audience. How did you account for cultural differences and ensure scalability?" (Highlight your systems-thinking and user empathy.)
• "How do you influence senior stakeholders who may have different priorities or perspectives on design?" (Prepare examples of persuasion, data-driven arguments, and building consensus.)
• "Walk me through a project where you had to navigate significant ambiguity. How did you establish a vision and roadmap for the design work?" (Showcase your ability to create clarity from uncertainty.)

Company & Culture Questions:

• "What does 'Belong Anywhere' mean to you, and how would you translate that into a design experience?" (Connect your personal understanding to practical design applications.)
• "How do you ensure inclusivity and accessibility in your design process?" (Demonstrate your commitment to inclusive design principles.)
• "Describe your experience collaborating with Product Managers, Engineers, and Researchers. How do you build strong working relationships?" (Provide specific examples of successful cross-functional partnerships.)
• Curate Select Projects: Choose 2-3 projects that best showcase your strategic thinking, 0-to-1 experience, systems design capabilities, and leadership.
• Focus on the "Why" and "How": Clearly articulate the business problem, user need, your strategic approach, and the design process.
• Quantify Impact: Use metrics to demonstrate the success of your designs.
• Be Prepared for Deep Dives: Anticipate detailed questions about your decisions, trade-offs, and learnings.
• Practice Your Narrative: Ensure your presentation flows logically and tells a compelling story about your impact.

📝 Enhancement Note: For a Staff-level role, expect interviewers to probe deeply into your strategic decision-making, your ability to lead initiatives, and your understanding of the broader business context. The interview process is designed to assess not just your design skills, but your potential as a design leader and strategic partner.

To apply for this Staff Service Designer position:

• Submit your application through the Airbnb Careers portal link provided.
• Portfolio Customization: Ensure your portfolio prominently features projects demonstrating your 10+ years of experience, including examples of platform/system design, "0 to 1" initiatives, and complex problem-solving for global audiences. Tailor your case studies to highlight strategic thinking and leadership.
• Resume Optimization: Update your resume to emphasize achievements, leadership in design initiatives, and experience with cross-functional collaboration. Use keywords from the job description such as "Staff Experience Designer," "Service Design," "Platform Design," "Innovation," and "Stakeholder Management."
• Interview Preparation: Practice articulating your design process, strategic rationale, and impact with clear, concise narratives. Prepare to discuss your approach to leading design efforts and mentoring junior designers.
• Company Research: Familiarize yourself with Airbnb's mission, values, recent product launches, and any public statements about their design philosophy or future direction. Understand their approach to hospitality and community building.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Application Requirements

Candidates should have over 10 years of experience in design, with excellent visual and interaction skills. They must demonstrate the ability to lead teams, navigate ambiguity, and design for both online and offline experiences.

Bonus, Equity, Benefits, Employee Travel Credits