UX Service Designer - Connected Crew Optimised Flying

COMPANY

When it comes to innovation and achievement there are few organisations with a better track record than us. Over the last 24 years, we have changed the way people travel, leading the way in the short haul airline market across the UK and Europe. With a growing fleet of over 300 aircraft, annual passenger numbers in excess of 85 million and an unparalleled network of over 1,000 routes, our aim is to make travel easy and affordable for our customers. Then it's our people and passion which sets us apart. Highly talented, forward thinking people with a real sense of fun. We are generation easyJet, joined together by our “Orange Spirit.”

JOB PURPOSE

Pilots and crew connect our systems together — under pressure and during periods of high workload — with limited real-time information, resulting in harder and less consistent decision-making that impacts safety, efficiency and cost. Crew currently lack clear, consistent, real-time information, reducing their ability to deliver reliable safety, service and onboard sales. Alongside this, pilots operate with fragmented data, limited end-to-end visibility, and inconsistent adoption of efficiency initiatives, resulting in unnecessary fuel burn, higher costs and missed opportunities to scale proven savings.

easyJet is addressing both problems as part of the Connected Crew & Optimised Flying mission, a combined five-year value opportunity of £55–60m, and the first area to launch under the wider Connected Crew & Optimised Flying programme given its criticality to inflight initiatives and alignment to the Flight Ops re-organisation. The purpose of this role is to own the planner-to-crew and pilot experience across both product groups\: Connected Crew, a single real-time crew information experience, and Flight & Fuel Optimisation, real-time insight to drive fuel efficiency.

This is not a blank-canvas screen design role. Across both product groups the experience is largely determined by decisions that are easy to make by accident\: how real-time information is organised and surfaced to crew under workload, how much of a fuel or efficiency recommendation a pilot can see and act on, where discretion sits versus where the system should decide, and how a decision or recommendation actually reaches and is understood by the person operating it. Our designer will make those decisions deliberately, evidence them with research, and be able to hold their own in a conversation about outcome intent, information quality and trade-offs with crew, pilots, engineering, data teams and delivery.

The successful individual will be an experienced UX and service designer who is comfortable designing for expert users who know the domain better than they do, comfortable working inside the constraints of connected-device and data platforms, and able to move between a service blueprint, an information architecture and a working prototype at the pace of delivery.

JOB ACCOUNTABILITIES

Part of the Connected Crew & Optimised Flying product team within Airline Operations Technology.

• Own the end-to-end experience across crew information delivery and flight/fuel efficiency insight; and the crew and pilot-facing experience of receiving, understanding and acting on real-time information.

• Lead service design and journey work; map current and target-state journeys across the crew and flight-deck value chain, including the handoffs into safety, service, onboard sales and flight operations, and design out the workarounds, fragmented systems and inconsistent adoption that exist today.

• Own the information architecture of the crew information experience; what a crew member sees first and when, how they move between real-time information, decisions and exceptions, and how data is surfaced through connected, intuitive devices without adding to workload under operational pressure.

• Translate the service design into product configuration choices — views, workflows, defaults, notifications and terminology — and make the reasoning behind each choice explicit and reviewable rather than buried in a configuration workbook.

• Work with crew, safety, service, onboard sales and flight operations SMEs to make the intent behind real-time information visible; separate what is safety-critical, what affects service and commercial outcomes, and what is discretionary, and design how crew and pilots see the cost and consequence of the discretionary choices.

• Design the fuel and flight efficiency experience; how a pilot understands the objectives and reasoning behind a recommendation, compares it against their own judgement, interprets when data is incomplete, and decides when to follow, override or query it. Trust in real-time and recommended insight has to be designed for, not assumed.

• Drive user research and design validation with a small, expert user population through contextual enquiry, observation of live operations, and usability testing of the connected crew and flight-deck experience ahead of rollout.

• Name and design for the behavioural delta between today's fragmented, manual ways of working and the new connected experience, so differences in crew and pilot workflow surface in design rather than in live operations or go-live.

• Design directly against the mission's example outcomes and Key Results — including turn-time improvement, crew engagement, discretionary fuel reduction, OTP improvement, flight efficiency KPIs and reduced fuel burn — making the link between design decisions and each metric explicit and testable, and refining them with the product managers once onboarded.

• Feed the product adoption plan; supply the journeys, walkthroughs and design artefacts that underpin training needs analysis, comms and business change, and support the definition of process and procedure updates.

• Work with engineers and the delivery lead on functional and usability test design, ensuring test coverage reflects real crew and pilot journeys and not just feature behaviour.

• Ensure designs meet accessibility standards and remain consistent and on-brand across crew-facing and flight-deck-facing surfaces.

• Work closely with a wide stakeholder group including the Product Managers, Tech Lead/Architect, Data and engineering teams, delivery lead, crew, safety, service, onboard sales and flight operations SMEs, business change, Crew and OS&P leadership, and connected-device or platform vendors.

COMPETENCIES

Ownership and Delivery

Has a clear focus to deliver results, works to targets and is comfortable reviewing progress and adapting their plans accordingly. Is a team player, motivating themselves and the rest of the team.

Business Performance

Understands changes to business and external environment. Is cost conscious and understands the longer term strategy and implications of decisions.

Building Relationships

Expresses ideas confidently and clearly. Builds positive and constructive relationships, while supporting others.

Innovation and Change

Is open to new ways of doing things and questions existing approaches. Is open to change and sees change as an opportunity. Comfortable working in a dynamic and ambiguous environment.

KEY SKILLS REQUIRED

• An extensive background in UX, interaction and service design, with a portfolio of complex operational or ‘expert user’ tools rather than consumer marketing journeys.

• Demonstrable experience designing for high-expertise users doing safety, service or operational decision-making work, where the user knows the domain better than the designer does.

• Experience designing within the constraints of connected-device, data or platform ecosystems; able to make the experience good inside existing technical constraints, and to tell the difference between a configuration choice, a customisation and a platform roadmap ask.

• Experience designing for real-time information, decision-support or recommendation-driven products; able to make data and recommendations explainable, comparable and trustworthy without over-simplifying them.

• Comfortable reasoning about outcomes, trade-offs and discretion; able to interrogate intent, priority and cost with SMEs, without needing to own the underlying data or rules themselves.

• Strong service design capability; journey mapping, service blueprints, current and target state, and the operating-model and role impact that follows from a design decision.

• Information architecture and interaction design for both data-dense interfaces and lightweight, mobile-first, notification-driven experiences.

• A practical research toolkit; contextual enquiry in an operational environment, usability testing with small expert samples, and design validation against operational data.

You should be able to work across a range of design and prototyping tools e.g.

• Figma – essential

• FigJam, Miro or Lucid for service and journey mapping

• Confluence and Jira

• Experience in working on designs that must meet accessibility guidelines (W3C).

• Experience working within an agile environment, across multiple workstreams and to deadlines.

• Strong stakeholder management and communication; able to hold and evidence a design position with senior operational stakeholders and with technical/data teams.