Senior Product Designer

Travel is essential, whether it's visiting family, starting a new adventure, or taking a career-defining trip. Yet over 4 billion airline passengers rely on tech that hasn't changed in decades. At Duffel, we're rebuilding the infrastructure underpinning the global travel industry. Backed by top-tier investors (Benchmark, Blossom, Index Ventures and Kima Ventures) and born out of Y Combinator (S18), we're simplifying complex systems to build the future of travel. THE ROLE As Senior Product Designer, you'll take on a deceptively hard problem: when travel goes wrong, a traveller needs a fast, clear answer, and the business that sold them the trip needs to stay in control. You'll design our AI support product end to end, working across the people who run travel businesses on Duffel (B2B) and the travellers they serve (B2C). You'll sit at the intersection of product, engineering and operations, and you'll be the voice of design at Duffel. That means holding the bar for design excellence, not just for your own work but for how Duffel decides what good looks like. To be successful, you'll need experience designing complex products end to end, and collaborating with the teams until those designs are shipped. WHAT YOU'LL BE DOING - Own end-to-end design for our AI support product, from discovery and flows to prototypes and shipped software, in a product where airline rules, payments and customer expectations all collide. - Run discovery with customers and the travellers they serve, and turn needs from multiple stakeholders into clear, prioritised requirements. - Be the voice of design at Duffel: set and uphold the quality bar across craft, accessibility and consistency, and raise it in every review. - Work shoulder to shoulder with Product Managers and engineers to take designs through to delivery, then learn from real usage and feedback quickly. - Explain the why behind every design decision, welcome challenge from anyone, and change your mind when the evidence says so. - Design how AI and people work together: what the AI should do, when it hands over to a human, and how users understand, trust and correct it. - Bring ideas from other products and industries to Duffel, and share them so the whole team's design thinking improves. WHAT WE'RE LOOKING FOR - 5+ years designing digital products, with a portfolio that shows you've taken a complex product from problem to shipped outcome and can say what changed because of it. - Strong craft across interaction, visual and systems design: you ship the states, edge cases and accessibility, not only the happy path. - Experience working with several stakeholder groups at once, ideally both business customers and end consumers, and a clear method for turning their conflicting needs into decisions. - Experience designing AI, conversational or support products, and an understanding of what makes them hard: uncertainty, failure states, trust and handover to humans. - A close working relationship with engineers and PMs, including prototyping in code or with AI tools where it speeds up learning. - A collaborative mindset with a strong point of view: you push back with evidence, take feedback well and can articulate the why behind any design. - The confidence to hold a quality bar and speak for design across the company. You influence without authority and you're happy to set the example. WHAT YOU'LL BE WORKING ON - Designing the experience of an AI support agent that answers travellers and hands over to our travel support team when it should. - Defining the patterns for AI behaviour: when it acts, asks, escalates or defers, and how users see what it did and why. - Building tools for the businesses on Duffel to review, correct and trust what the AI does on their behalf. - Helping other teams with their design needs when they ask, and sometimes when they don't yet know they have one. - Sharing design progress, rationale and open questions weekly with product, engineering and operations, WHY YOU’LL LOVE WORKING AT DUFFEL We believe in true ownership. That’s why every permanent employee gets equity in the business. Perks That Actually Matter: ✈️ Travel Allowance: We literally pay you to get out of town and explore the world. 🏝️ Work From Anywhere: Flexibility is built in. Work remotely, or take advantage of our Sabbatical Policy. ⚡ Electric Car Scheme: Roll up in a brand-new EV with eco-friendly tax savings. ⚖️ Work-Life Harmony: Flexible bank holidays, generous family leave, and a dedicated volunteering day. 📚 Growth Tools: Paid study days to level up your skills, plus a solid pension and cycle-to-work scheme. 🏥 Health & Wellbeing: Private healthcare, eye test cover, and season ticket loans. 🏡 FAMILY LEAVE (MATERNITY, PATERNITY AND ADOPTION) THE DETAILS 📍 Location: Shoreditch, London (Hybrid: In-office Tuesdays & Thursdays). 🧠 Interview Process: Simple & transparent: (change accordingly to role) 1. Recruiter Screen 2. Hiring Manager Chat 3. Technical Interview 4. Final Stage Interview We are an equal opportunities employer. We believe that the key to our success is employing a diverse team, that's why recruitment decisions are only based on your experience and skills. We value your ability to problem solve and build amazing things so we welcome applications for everyone - regardless of age, sex, disability, sexual orientation, race, religion or belief. Note to recruitment agencies Duffel does not accept speculative CV's from external parties. Any unsolicited CV's sent to us will be treated as property of Duffel, and any attached terms and conditions associated with these CV's will be null and void.