Lead UX Strategist

Job Title

We are looking for a Lead UX Strategist to define, drive, and continuously improve the end-to-end customer experience across a complex digital ecosystem. The role focuses on ensuring that user experience, customer journey consistency, and conversion performance are central to solution design and delivery.

Combining strong customer understanding, research capabilities, and data-driven decision making, this role takes a hands-on approach to shaping user journeys, optimizing digital touchpoints, and improving key performance indicators. It also contributes to defining the future UX direction across digital channels, grounded in user research and market insights.

The Senior UX Strategist works closely with business, product, and technology teams to translate business objectives into intuitive, efficient, and high-performing customer experiences.

Common Accountabilities

• Brings experience and solid technical and functional expertise in their discipline. Understands how their work contributes to broader business objectives. Acts as a reference for less experienced colleagues and supports the growth of junior team members.
• Influences decisions related to their area of responsibility, anticipates dependencies and impacts in complex scenarios, contributes to cross-functional initiatives, proposes process improvements, and takes ownership of individual and team commitments.
• Works independently within a defined framework, with support and guidance when handling more complex or ambiguous situations.

Customer Experience Strategy and Ownership

• Define and drive the end-to-end user experience vision across digital touchpoints, ensuring consistency, usability, and alignment with business and user needs.
• Collaborate with stakeholders to understand user needs, expectations, and pain points across the customer journey.
• Translate business goals into clear UX, CX, and CRO strategies that improve engagement, satisfaction, and conversion outcomes.
• Act as a key reference for experience-related topics, promoting best practices, alignment, and consistency across teams.

UX Research and Strategic Vision

• Plan and conduct user research activities, including interviews, usability testing, contextual inquiry, and surveys, to generate meaningful and actionable insights into user behaviours and needs across digital touchpoints.
• Stay informed about UX trends, industry practices in travel and digital ecosystems, and emerging interaction patterns to identify opportunities for improvement and innovation.
• Define and communicate clear UX direction for digital touchpoints, proposing strategic recommendations that balance user needs, business goals, and technical constraints.
• Build and maintain a shared knowledge base of user insights to support product and experience decisions across teams.
• Present research findings and strategic recommendations in a clear, structured, and actionable way to product owners and stakeholders.

UX Design and Journey Optimisation

• Design and refine customer journeys, user flows, and interaction models to deliver intuitive and seamless experiences.
• Contribute to UX design activities when needed, including wireframes, prototypes, and experience concepts.
• Work closely with product and engineering teams to ensure alignment between user experience, business objectives, and technical feasibility.
• Validate and improve experience quality through iterative testing, user feedback, and continuous improvement practices.

Conversion Optimisation (CRO) and Performance

• Define and track key performance indicators related to user experience and conversion (e.g., engagement, drop-off, conversion rates).
• Identify opportunities to improve customer journeys and overall digital performance.
• Design and support experimentation activities such as A/B testing and usability testing to validate improvements.
• Use data and insights to continuously improve user experience and business outcomes.

Experience Governance and Consistency

• Ensure a consistent and high-quality user experience across products, channels, and digital touchpoints.
• Collaborate with designers, developers, and architects to maintain and evolve UX standards and guidelines.
• Encourage the use of reusable design patterns and scalable experience solutions.
• Identify potential UX risks early and support mitigation strategies to maintain experience quality.

Collaboration and Ways of Working

• Work closely with business stakeholders to align experience strategy with organizational goals and customer expectations.
• Collaborate with cross-functional product and technology teams to integrate UX considerations into delivery processes.
• Foster a strong user-centric mindset by promoting design thinking and experience-driven decision-making.
• Communicate UX priorities, insights, and improvement opportunities clearly across all relevant stakeholders.

About the Ideal Candidate

• Degree in Design, Human-Computer Interaction, Digital Technologies, Business, Psychology, Marketing, or related field, or equivalent practical experience.
• Proven experience in UX, customer experience, web optimization, or digital product design.
• Ability to conduct and interpret user research and translate insights into meaningful design improvements.
• Experience with prototyping, journey mapping, and usability testing.
• Familiarity with experimentation methods such as A/B testing or usability studies.
• Strong collaboration, communication, and problem-solving skills.
• Data-driven mindset with the ability to work with analytics and performance insights.
• Experience in travel, e-commerce, or similar industries is a plus but not required.
• Fluent in English; additional languages such as Arabic are an advantage.

What can we offer you?

A critical mission and purpose - At Amadeus, you'll power the future of travel with a critical mission and extraordinary purpose.

A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.

Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, from on-the-job training to formal activities, and daily interactions.

A caring environment – Amadeus fosters a caring environment that supports both professional growth and personal well-being.

A complete rewards offer - Amadeus provides attractive compensation packages, including salary, bonus, caregiving and health benefits and health benefits.

A flexible working model - Embrace our flexible working model, enabling you to excel wherever and however you work best.

A diverse, equitable, and inclusive community – We are committed to enabling each employee to reach their full potential by fostering a culture of belonging and fair treatment.

A Reliable Company - Trust and reliability are fundamental to shaping our relationships with customers, partners, and employees.

#LI-EMEA

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.

Be aware of recruitment scams

Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.