Senior Manager Experience Design (Interior) - 12 Months

Transguard Workforce Solutions

Senior Manager Experience Design (Interior)

12-Months

Job Summary

1.Passenger Experience & Design Leadership

• Lead the design of a seamless, innovative passenger experience across the full journey, balancing functional, emotional, operational, and commercial needs.
• Create and own the Passenger Experience Masterplan, embedding experience principles into existing and future infrastructure.
• Translate customer insights and requirements into effective design concepts, working prototypes, and scalable infrastructure solutions.
• Ensure experience designs elevate the organisation’s global market position and exceed baseline passenger expectations.

2.Strategy, Research & Innovation

• Develop and maintain a customer segmentation model based on research and market insights to drive tailored experience strategies.
• Use data‑driven insights to shape service propositions, experience roadmaps, and phased development plans.
• Drive experience innovation by benchmarking global and cross‑industry best practices and embedding relevant solutions into organisational standards.
• Promote a culture of customer‑first, design‑led thinking across the business.

3.Design Governance & Delivery

• Manage experience design from concept through detailed design, review, and delivery across all passenger touchpoints, including:
• Car parks, public transport interfaces, and forecourts
• Check‑in, security, and immigration
• Gates, airbridges, and transfer areas
• Baggage reclaim, arrivals, and onward transportation
• Wayfinding, retail, food & beverage, lounges, and commercial offerings
• Own experience design reviews and ensure design decisions are informed, feasible, scalable, and aligned with business objectives.
• Validate delivered experiences against original customer requirements and service quality benchmarks.

4.Stakeholder & Project Collaboration

• Collaborate with internal teams, engineering/project delivery functions, consultants, and service providers to ensure successful implementation of experience solutions.
• Provide Subject Matter Expertise (SME) throughout design, delivery, and outcome validation phases.
• Support major capital projects to ensure passenger experience is fully embedded into infrastructure plans and concepts of operation.

5.Standards, Capability & Knowledge Sharing

• Define, document, and embed experience design standards, guidelines, and specifications across the organisation.
• Develop detailed experience concept specifications clearly outlining passenger propositions, journeys, operational delivery, and critical quality requirements.
• Share knowledge, mentor team members, and deliver training to strengthen internal experience design capability.

6.Compliance & Supply Chain

• Ensure compliance with QHSSE policies to maintain a safe, secure, and environmentally responsible operating environment.
• Support the selection and management of experience design subcontractors and service providers to ensure quality delivery, value for money, and long‑term partnerships.

Job Requirements

• 8-10 years total experience, including 3-5 years in passenger experience, service design, or large‑scale infrastructure settings.
• Proven experience in customer experience strategy, research, and project delivery
• Hands-on experience using MS Office Suite, Aconex, MS Project, AutoCAD, and Microsoft Visio.
• Bachelor’s degree in Design, Engineering, Architecture, or a related discipline, with recognized professional certification preferred (Chartered/Professional Designer, Registered Architect, or Incorporated Engineer).