Job Title: Experience Consultant

Booking.com - world’s #1 accommodation site and 3rd largest global e-commerce player - is looking for a User Experience Consultant II to join the Connectivity Professional Services team based out of Amsterdam.

Connectivity Professional Services is part of the Connectivity Partnerships team who are responsible for managing the ecosystem of hospitality technology companies that provide IT solutions for our accommodation partners. These partners range from channel management software to Property Management Systems and from online booking engines to Revenue Management software.

The Experience Consultant II is a user experience expert within Connectivity Professional Services who works with our clients - such as Chains and Premier Connectivity Partners - being their trusted advisor during transformational projects for optimizing the accommodations’ experience and increasing accommodations business in using Booking.com products and services. The Experience Consultant II will not only work with clients on upcoming projects, but also consult and give user experience advice on the existing user flows within their products and services in order to create the best experience for both accommodations and travelers. This role will report to the senior experience consultant in the professional services team.

Role Description:

Your primary role will be to advise our strategic clients (Global accounts and premier software providers) on the user experience and user interface of their products and guide them in implementing improvements to their user experience. It is your job to work with clients by consulting on projects that, once they are implemented, will assist clients with offering a seamless experience to their accommodations partners.

You will assist and enable commercial teams by offering a series of experience service offerings to clients, including design critique sessions, design workshop facilitation, user testing consultation, and user test moderation for features that directly correlate with the Booking.com API’s.

Internally you will facilitate the feedback loop with product management- and software development teams sharing your market expertise and learnings during, and after your client engagements.

Key Job Responsibilities and Duties:

• Advise our strategic clients on the user experience and user interface of their product and guide them in implementing improvements to their user experience.
• Assist and enable commercial teams by offering clients a series of experience service offerings in order to improve the areas of their product that directly correlate with Booking.com API’s.
• Provide experience service offering to clients when requested (dependent on bandwidth and to be scheduled accordingly with the Partner Business Manager)
• Take part of the Seamless Experience Accelerator as the UX Consultant for the team.
• Quickly establish relationships and become a trusted advisor for all stakeholders of strategic clients.
• Assisting the Commercial managers like (sr) Key Account Managers, Partner Business Managers and Business Development Managers in Connectivity to ensure that the development and implementation of user experience solutions for respective clients are part of the overall account strategy.
• Drive decision-making with clients by identifying needs and motivations then translating them into actions.
• Evaluate clients’ hospitality products’ user experience by taking into account user needs, available data about user behavior, cost, stakeholders’ business requirements, technology requirements and emerging technologies.
• Assess, deeply understand and shape the solution landscape of strategic Clients by identifying opportunities to reduce complexity, coupling and accelerate the adoption of Booking.com’s Connectivity Products.
• Leading Clients to success in optimizing the experience for their clients and therefore improving the accommodation partners’, the clients’, and our business.

Role Qualifications and Requirements:

Core Requirements/Skills

• A bachelor's or master's degree in a relevant field, such as Human-Computer Interaction (HCI), User Experience (UX) Design, Psychology, Interaction Design, or a related discipline, is often preferred.
• 3-5 years previous work experience as a UX consultant or in a similar UX design and research role is essential.
• Experience with UX design principles and methodologies, including user research, usability testing, information architecture, interaction design, and user-centered design.
• Experience with UX design and prototyping tools, such as Sketch, Figma, Adobe XD, InVision, or equivalent software.
• Experience planning, conducting, and analyzing usability tests to gather insights and validate design decisions.
• Experience with creating organized information structures, such as sitemaps and navigation systems, to optimize user journeys.
• Strong commitment to user-centered design principles and a deep understanding of user needs and behaviors.
• Excellent verbal and written communication skills, including the ability to clearly convey complex UX concepts to diverse stakeholders.
• Is a good communicator with strong presentation skills who strives to consistently meet and exceed client expectations.
• Is able to systematically identify patterns and underlying issues in complex situations, and to find solutions by applying logical and analytical thinking.
• Experience with project management skills, including the ability to prioritize tasks, meet deadlines, and manage multiple projects simultaneously.
• Experience in data analysis and the ability to derive actionable insights from user research and metrics.
• Availability for travel up to 40% of the time.
• Awareness of design sprint methodologies and frameworks and willingness to learn and facilitate smaller design workshops for clients.

Supporting Skills

• Empathy for users and a deep understanding of their perspectives, which is essential for creating user-friendly experiences.
• Meticulous attention to detail in UX design, documentation, and communication.
• A strong client-focused approach with the ability to build and maintain positive client relationships.
• A strong client-focused approach with the ability to build and maintain positive client relationships.
• Professional demeanor, integrity, and the ability to represent the company in a positive and ethical manner.
• Excellent verbal and written English communication skills.
• Is able to ask relevant (follow-up) questions to properly engage with the speaker and really understand what they are saying, by applying listening and reflection techniques.
• Is able to deliver clear, well-structured, and meaningful information to a target audience by using suitable communication mediums and language tailored to the audience.
• Is able to achieve mutually agreeable solutions by staying adaptable, communicating ideas in clear coherent language and practicing active listening.
• Experience running design workshops, brainstorming sessions, or design sprints is a plus.
• Is Results driven – excels in getting things done.

Benefits & Perks: Global Impact, Personal Relevance:

Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. Our Total Rewards are aimed to make it easier for you to experience all that life has to offer—all the messy, beautiful, and joyful bits—on your terms. So you can focus on what really matters. We offer competitive compensation as well as thoughtful, valuable, and even fun benefits which include:

• Health, life, and disability insurance*
• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave
• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)
• Industry leading product discounts for yourself, friends, and family, including automatic Genius Level 3 status and quarterly Booking.com wallet credit
• Free access to online learning platforms, development and mentorship programs, and a complimentary Headspace membership
• On-site meals, coffee, and snacks, including healthy and vegan options, daily*

*Please note that while our philosophy is the same in every location, benefits may differ by office/country.

#ThinkInclusion: Wellbeing & Inclusion at Booking.com:

Directly linked to our mission to make it easier for everyone to experience the world, Inclusion, Diversity, Belonging, Wellbeing and Volunteering (IDBWV) have been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.