Service Design Principal Specialist

About the role

Amadeus is looking for a Service Design Principal Specialist in Madrid to shape coherent end-to-end service experiences across Outpayce and Amadeus. The role combines strategic leadership with hands-on service and UX design, working across user needs, business strategy, technology and operations. It connects the overall service experience with the design and validation of digital products, interfaces and interactions.

Key responsibilities

• Define service design vision, principles and experience priorities for key Outpayce value streams, and identify and prioritize improvements across customer, partner and operational journeys.
• Establish service standards and success metrics, and support their adoption across delivery teams.
• Design complex services using systems thinking, journey models, ecosystem maps and service blueprints, and turn concepts into user flows, wireframes, interaction designs and prototypes.
• Balance user needs with compliance, risk, operational controls, feasibility and scalability, coordinating with Product, Engineering, Operations, Risk, Legal and Customer Support.
• Partner with UX Research and Data to plan and synthesize research, turn evidence into prioritized opportunities and validated concepts, and make assumptions and evidence gaps explicit.
• Connect design outcomes to adoption, satisfaction, revenue enablement, efficiency and risk reduction, and frame options, trade-offs and expected value for roadmap decisions.
• Act as a recognized service design and UX reference, facilitate workshops, co-creation sessions and design reviews, and strengthen service design maturity through knowledge sharing and coaching.

Required profile

• Significant service or experience design leadership in complex, multi-stakeholder environments.
• Hands-on UX design and/or user research experience, from insight to validated digital experience.
• Experience in fintech, payments, financial services or another regulated environment is highly desirable.
• Proven influence across Product, Technology, Operations and Business teams.
• Experience using AI to accelerate design and research while maintaining human judgment and traceability.

Required skills

• Service design: journey mapping, service blueprinting, ecosystem mapping and systems modelling.
• UX design: information architecture, flows, interaction design, wireframing and prototyping.
• Figma, including interactive prototypes, shared components and design systems.
• Research literacy, evidence-based decision-making, facilitation, storytelling and communication.
• Strategic thinking, pragmatic execution and strong business acumen.
• AI-enabled workflows, including prompt and context design, workflow orchestration, evaluation and responsible experimentation.