Product Designer – Travel Product Team

We are looking for a Product Designer to join our Travel Product Team at Icelandair.

This is a hybrid design role. You'll do the craft of a product designer — flows, wireframes, prototypes, validation — while also mapping and improving the end-to-end service journeys and operational processes that sit behind them.

If you're energized by complex journeys where customer needs, airline systems, customer data, and operational realities meet, this is for you.You'll work as part of a product triad, alongside a Product Manager and a Tech Lead and collaborate closely with engineers, QA, aviation experts, Airport Operations and Customer Service.

What you’ll do:

• Discover and understand passenger problems
• Understand passenger needs, pain points, and workflows across the post-booking and day-of-travel journey
• Map customer processes across web, app, airport, Customer Service, and operational touchpoints
• Identify friction, manual work and service failures

Design and validate better customer processes

• Design customer processes, flows, service journeys, wireframes, and prototypes
• Help reduce manual labour for Customer Service and other operational teams
• Test assumptions early before solutions are scaled or built
• Validate customer comprehension, process clarity, and self-service readiness
• Support the team in creating solutions customers can understand, trust, and complete with less support

Improve end-to-end self-service journeys

• Help define reusable patterns and principles for passenger servicing and self-service processes
• Design clear and coherent processes across booking self-service, check-in, baggage, travel documents, and day-of-travel flows such as check-in, baggage and travel documents.
• Balance customer needs with business priorities, operational realities, system dependencies, and technical constraints

What you bring:

• Experience as a Product Designer, Process Designer, Service Designer, Digital Product Designer, Product Manager or similar role
• Strong skills in discovery, journey mapping, process mapping, prototyping, discovery and validation
• Ability to simplify complex customer journeys and operational processes
• Product mindset - you think in outcomes, not just deliverables
• Strong collaboration skills across product teams, business, operations, and customer service
• Ability to explain design decisions clearly to both technical and non-technical stakeholders
• Experience in aviation, travel, or customer self-service is not required, but is considered a strong advantage.

It would be valuable if you have experience with:

• Airline PNRs, booking records, or passenger servicing processes
• Passenger service systems, such as Amadeus, Sabre, or similar
• Travel APIs
• Reducing manual work through better digital journeys and process design

Education

• A degree in product design, service design, computer science, or a related field is considered an advantage.
• Equivalent practical experience in designing customer processes, digital products, service journeys, operational workflows or working in aviation will also be considered valuable.

What we offer:

• Real involvement in shaping customer processes in a high-visibility consumer domain
• The opportunity to improve self-service and day-of-travel journeys used by Icelandair customers
• A role where design has measurable customer and operational impact
• Flexible working arrangements

Please submit your application along with a CV and cover letter no later than 26th of June.

For further information:

Snorri Henrysson, Director, Distribution systems - [email protected]

Guðlaug Ólafsdóttir, People manager - [email protected]

In accordance with the equal rights policy of Icelandair, all applicants regardless of gender are encouraged to apply.