Head Of Strategic Design CDI

Toulouse, France (voir sur une carte)


Job Description:

You are at the edge of new technologies and innovation ? You have a significant experience  in UX Strategy and UI Design?

A great opportunity as a head of strategic design (m/f) has arisen within Airbus Customer Services department based in Toulouse. 

Job Environment

You will be integrated within the Innovation in Digital Services team that has the responsibilities of defining the Innovation Framework for Customer Services, executing this process and delivering innovation for Digital Services and supporting other Business Lines (Materials, Training, Upgrades, …) in their own innovation. 

Airbus innovates in line with clear strategic intent, and current Innovation priorities for Digital Services include entering new markets (such as Operations Control Centers, Maintenance Operations, Lessor Operations, Ground Operations) and integrating disruptive technologies into existing markets and services. In line with Airbus top Company Objectives, Innovation investments are prioritised based on their impact on Sustainability, Airline Operations and Airbus Profit. 


Strategic Design applies the principles of traditional design to "big picture" systemic challenges of our industry. It redefines how problems are approached, identifies opportunities for action, and helps deliver more complete and resilient solutions.

Targeting the right audience by defining relevant criteria of the clients we want to co-create with, it progressively makes us move from a product brand to a service brand, thanks to data knowledge and digital solutions.

The actions are to clearly understand our customers’ ecosystems, end-users needs, and define problems, then find solutions through design thinking and innovation process, in order for us to deliver useful, usable, desirable, accessible, credible and memorable experiences.


Mission, Role & Responsibilities


Continue defining, deploying, supporting and continuously improving a robust design strategy for innovation & digital solutions in Customer Services,

concretely meaning :

A- Managing the Strategic Design Team

  • Build a safe environment for work

  • Provide structure, methods, tools & guidelines with the right balance between structure and flexibility

  • Follow up and assess the quality of every design deliverables produced by the team and bring qualitative recommendations & relevant critiques

  • Set up and animate rituals with the design team

  • Continue designing the training path for designers according the strategic design skills set assessment defined for up-skilling our people and ensuring their career evolution

  • Develop the Creative Thinking of the team


B- Leading Design Governance for Innovation & Digital Solutions

  • Continue improving the Innovation Framework by strengthening it (Time / Cost / Quality) and demonstrate its efficiency through relevant KPIs

  • Leverage a Design Governance all over Digital Solutions through the improvement of the 

  • E2E Process


C- Evangelising Design for Customer Services & beyond

  • Support Squads, Sales & Marketing for evangelising Design & Innovation to our Customers & Key Stakeholders

  • Bring support on Service Design and User Experience Design by leading UX consulting activities, preparing & animating design workshops, making design recommendations & presentations or managing design subcontractors for other projects in Customer Services, S Business Lines, and other departments if required and tactically speaking relevant

  • Make Strategic Design visible and demonstrate its value all over Airbus by sharing knowledge & organising events


D- Collaborating w/ peers for Value Architecture & Solution Innovation & Management

  • Sponsor the innovation squads and get them ready to pitch for Investment Committees and before tactical meetings with external customers

  • Improve ways of working and collaboration of the Innovation department

  • Prepare and animate team events

  • Lead communication for Innovation


Required Profile

  • 10+ years of experience as an Experience Designer, with a demonstrated successful practice of best in class UX Strategy, User research, Information architecture, Interaction Design & UI Design. A B2B experience will be appreciated

  • An online portfolio or PDF with creds is required

  • Several years of design management experience. A strong willingness to develop team members, to give them opportunities to grow and learn to raise their self-confidence in the quality of their design work, but also challenge them

  • An experience as a true design team leader, with an ability to speak up, defend design position in the company and leverage it

  • Exceptional communication and presentation skills (Storytelling, Copywriting, Crafting, Visual Design, Oral Presentation, Animation)

  • Focus on attention to details

  • Excellent people management skills & empathy to collaborate with colleagues, cross-functional teams, stakeholders & external customers

  • A self-starter with an ability to excel in a dynamic, ever-changing environment, and to adapt quickly.

  • Ability to travel up to 20-30% of the time

  • Negotiation level in English.


This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.



Contract Type:

Permanent Contract / CDI / Unbefristet / Contrato indefinido

Experience Level:

Professional / Expérimenté(e) / Professionell / Profesional