As part of the Cabin Crew, you will play a pivotal role in guiding our clients through their digital journey. You will collaborate closely with clients to understand their business objectives, assess their current digital capabilities, and formulate strategies to achieve their goals. Your expertise will be instrumental in helping them to build digital products.

We're seeking a Product Strategist who embodies our passion for creating exceptional user experiences through innovation. This role is crucial for spearheading product development efforts that are informed by deep user research -- embodying human-centered design, and culminating in the launch of successful, market-leading products. The ideal candidate is a thinker and a doer with a robust understanding of how strategy, design, and technology intersect to solve real-world problems.

Responsibilities:

• Product Strategy & Execution: Develop and execute comprehensive product strategies rooted in human-centered design principles. Ensure alignment between user needs, business objectives, and technical feasibility from conception through launch.
• Feasibility Focus: Build a strategic balance across desirability, viability, and feasibility, with a key focus on collaboration with engineering to assess the product’s feasibility (determining what is technically and operationally achievable).
• Champion Human-Centered Design: Advocate for user-centered design throughout the product’s life. Bring clarity to ambiguous problem spaces, rapidly focusing the team’s energy on the most valuable paths forward.
• Product Lifecycle Ownership: Lead a range of Agile approaches (Scrum, Kanban, Lean) and seamlessly adapt and experiment with different methodologies to meet client needs. Set clear goals and ensure smooth execution at every stage of the product life cycle.
• Cross-functional Leadership: Work with teams across disciplines  — like strategy, engineering, and design — to deliver digital solutions that serve client needs. Build a team culture that values creativity, accountability, and innovation.
• User Research & Data Insights: Conduct research on users, analyze markets, and test product usability to shape product strategies. Use data and market trends to improve product performance and drive growth.
• Strategic Client Engagement: Partner closely with clients to understand their goals and provide strategic advice that helps them achieve those goals through digital products. Support business development by addressing client needs and sharing expertise.
• Measure Success: Track and analyze key metrics to evaluate the success of both client projects and product launches. Use this data to refine strategies and improve future performance.
• Present & Teach: Communicate product visions, design ideas, and plans clearly to various audiences, including executives and clients. Teach and mentor clients while leading teams to deliver high-quality results.

Requirements:

Proven track record in leading product strategy and UX design initiatives, with a strong portfolio showcasing successful digital product or innovation efforts.

Demonstrated ability to lead product development process from end-to-end, including research through user stories and engineering.

Strong experience in Agile development methods and processes.

Deep understanding of human-centered design principles and a user-first approach to product development.

Expertise in conducting comprehensive user research and translating insights into actionable product strategies and design decisions.

Exceptional leadership and collaboration skills, with the ability to inspire and motivate cross-functional teams.

Strong communication and presentation skills, capable of conveying complex concepts clearly and persuasively across different audiences.

As part of the Cabin Crew, you will play a pivotal role in designing and orchestrating end-to-end services and experiences for our clients. You’ll help them navigate complex ecosystems of people, processes, policies, and technology while connecting customer experiences to the operations and systems that enable them.

You’ll collaborate closely with clients to understand their business objectives, assess their current capabilities, and shape strategies, services, and products that deliver real value. Your expertise in human-centered and service design will be instrumental in identifying opportunities, mapping and improving services, and guiding teams through ambiguity toward confident decisions.

We’re seeking a Strategist who embodies our passion for creating exceptional user and customer experiences through innovation. This is a hands-on individual contributor role for someone who can think in systems, lead with service design, and still roll up their sleeves to do the work, balancing strategy, design, and technology to solve real-world problems.

Responsibilities:

Lead service and product initiatives end-to-end

• Lead and execute service and product initiatives from discovery through definition and into delivery, using human-centered and service design frameworks to ensure everything is deeply rooted in real user and customer needs.
• Develop and execute experience, service, and product strategies that align user needs, business goals, and operational feasibility.

Drive service design and ecosystem thinking

• Lead service blueprinting, journey mapping, ecosystem mapping, and stakeholder mapping efforts to align teams on how a service works today and how it should work tomorrow.
• Connect frontstage experiences (customers, end users, partners) with backstage realities (teams, processes, systems, policies) to design services that are both delightful and deliverable.
• Identify gaps, failure points, and opportunities across the end-to-end service, beyond any single touchpoint or interface.

Create clarity in ambiguous spaces

• Facilitate problem framing and visioning work when the problem and solution are not yet clear, helping teams understand what to tackle first and why.
• Design and structure experiments, prototypes, and pilots that test not just interfaces, but entire service moments (people + process + tech).
• Translate complex ecosystem insights into clear narratives, options, and recommendations for decision-makers.

Champion human-centered & service design practices

• Oversee and integrate user research processes, including interviews, contextual inquiry, concept testing, and usability testing to inform service and product direction.
• Champion experience and service design practices (including UX), guiding multidisciplinary teams in creating user-centric, service-aware designs and prototypes that adhere to best practices in usability and accessibility.
• Advocate for a culture of innovation, encouraging creative problem-solving and exploration of new ideas and technologies to enhance user and customer experience.

Orchestrate cross-functional collaboration

• Collaborate with stakeholders across strategy, design, product, engineering, data, and operations to ensure strategic alignment and successful delivery of services and products.
• Use service design artifacts (blueprints, journeys, future-state stories, experience principles) as alignment and decision-making tools in workshops, working sessions, and stakeholder reviews.
• Drive continuous improvement of our methods and frameworks, incorporating project learnings to enhance future work.

Communicate, coach, and support growth

• • Articulate and present strategic visions, service and experience concepts, and roadmaps to diverse audiences, including executive teams and client partners.
  • Teach and coach client teams in service design methods—such as blueprinting, journey mapping, and experience principle development—while delivering high-quality artifacts and leading teams toward outcomes.
  • Assist business development efforts by analyzing and articulating client needs, framing opportunities, and contributing to proposals. Act as a subject matter expert on service design, human-centered innovation, and select industries, as well as Cabin’s strategic frameworks.

Requirements:

• Proven track record leading service or product strategy and experience design initiatives, with a strong portfolio showcasing service blueprints, journeys, and/or complex ecosystem work for digital and/or omnichannel services.
• Deep understanding of human-centered and service design principles, with a systems mindset and a user-first approach to shaping services and products.
• Demonstrated experience using service blueprinting, journey mapping, and ecosystem mapping to connect customer experience with operational and technical realities.
• Expertise in conducting user and stakeholder research and translating insights into actionable service and product strategies, concepts, and roadmaps.
• Exceptional facilitation skills, with an uncommon ability to design and lead workshops and problem-solving sessions that bring together diverse stakeholders and move them toward alignment.
• Strong communication and storytelling skills, capable of conveying complex concepts clearly and persuasively across different audiences—from frontline staff to executives.
• Comfort working in highly ambiguous problem spaces, where defining the right question and narrowing the focus is as important as generating solutions.
• Collaborative, low-ego approach with the ability to inspire and motivate cross-functional teams without formal authority.
• Familiarity with design and prototyping tools (e.g., Figma, FigJam, Miro) and an understanding of current trends in digital products, services, and enabling technologies.