Staff Service Designer

Airbnb is seeking a Staff Service Designer to shape the end-to-end systems that support great stays, scalable hospitality, and business sustainability. You will work across disciplines to orchestrate how services are delivered and experienced by guests, Hosts, and internal teams across digital, human, and environmental touchpoints.

• Possess 10+ years of experience in service design or systems-oriented experience design. • Demonstrate deep fluency in service design methods including journey mapping, blueprinting, experience prototyping, ecosystem modeling, facilitation, and storyboarding. • Show experience designing and scaling services that rely on both digital tools and offline delivery including operational teams, physical spaces, and human interactions. • Exhibit expert-level collaboration skills and ability to build shared understanding across business functions with diverse goals and vocabulary. • Prove ability to define service models and capability requirements that span product, operations, and business teams. • Lead confidently through ambiguity and work at varying levels of abstraction from high-level service strategy to front-line delivery mechanics. • Display excellent visual, verbal, and written communication skills with compelling storytelling and stakeholder engagement.

• Show experience with 0→1 service launches or leading major service transformation efforts spanning multiple business functions. • Demonstrate expertise in designing services for hospitality, travel, or marketplace platforms. • Exhibit experience working with field and support teams to understand real-world service delivery. • Prove ability to influence strategic decisions through systems thinking and policy analysis. • Display experience evangelizing and evolving service design practice within organizations.

• Lead service design efforts across major initiatives from current-state mapping to future-state modeling. • Collaborate with product managers, experience designers, operations experts, engineers, researchers, support, and policy teams. • Design and facilitate workshops and rituals to align stakeholders on service challenges and opportunities. • Produce service blueprints, journey maps, process models, and frameworks connecting platform capabilities and offline experience delivery. • Build relationships with field and support teams to understand how services are actually delivered. • Influence strategic decisions by identifying how roles, policies, and business processes affect the end-to-end experience. • Drive alignment and clarity in ambiguous spaces by zooming out to the system and helping teams prioritize. • Contribute to evolving the craft of service design at Airbnb through practice excellence, collaboration, and evangelism.

• Work remotely from anywhere in the UK with occasional office visits or offsites as agreed with your manager. • Join a company committed to inclusion and belonging with the broadest talent pool possible. • Shape services for a platform with over 5 million hosts and 2 billion guest arrivals globally. • Collaborate across disciplines including operations, product, engineering, design, and business. • Access disability inclusive application and interview process with reasonable accommodations available.

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home. Since then, it has grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.