Platform UX Specialist

Platform UX Specialist – Automation

ROLE OVERVIEW

TEAM

At easyJet, we are transforming Airline Operations through modern product-led technology, operational excellence, automation, data and AI-enabled capabilities.

The Airline Operations Platform is the single point of contact for the applications and source data availability assigned to the Platform, enabling four operational missions across four business critical applications. It owns the crew, flight planning, network control and engineering systems that keep the network flying, AIMS, TOPS, LIDO and AMOS.

The Automation capability exists to change the shape of the work\: removing manual effort, enabling self-service, and applying AI and workflow technology to the operational tasks that currently consume the team and the operation.

Automation only removes effort if people can actually use it. As Platform UX Specialist, you own the experience of everything the Platform puts in front of a human being, self-service journeys, automation front ends, operational tooling, forms, dashboards and the front door itself.

Your users are network controllers, crewing officers, flight planners, engineers, support analysts and mission engineers, often working under time pressure during disruption, where a confusing screen costs minutes that the operation does not have. Designing for that context, clarity, speed and confidence over feature richness, is the heart of this role.

You will also be the voice of those users inside the Platform, bringing evidence of how the work is done into decisions about what gets built.

This role reports to the Platform Lead – Automation and works closely with the Workflow Automation Specialist, Platform Engineers, Integration Specialists, the Technical Specialists who hold deep application expertise, the Service Support team, mission product and engineering teams, and operational users across Network Control, Crewing, Ops & ATM and Engineering & Maintenance.

JOB PURPOSE

• Own the user experience of Platform-provided interfaces, self-service journeys, automation front ends and operational tooling.

• Design for the operational context\: users working in a live 24x7 operation need clarity, speed and confidence, not feature richness.

• Research and understand how operational users and mission engineers actually work and bring that evidence into what the Platform builds.

• Make self-service genuinely usable, so demand is removed at source rather than processed faster.

• Design the front door and request journeys so the right information is captured first time and triage is not slowed by ambiguity.

• Establish and maintain design standards, patterns and reusable components for Platform interfaces.

• Measure adoption, task completion and abandonment, and improve or retire what people do not use.

• Ensure interfaces meet accessibility and inclusive design standards.

• Design for failure states as carefully as for success\: when something goes wrong, the user should know what happened and what to do next.

• Act as the voice of the user inside the Platform, including when that conflicts with what is easiest to build.

• Work within Product and Platform ways of working, treating the missions and operational users as customers of the Platform.

JOB ACCOUNTABILITIES

User Research & Operational Understanding

• Research how operational users and mission engineers actually do their work, through observation, interviews, contextual enquiry and time spent in the operational environment.

• Understand the conditions the work happens in\: time pressure, disruption, interruption, shift handover, shared screens, and the workarounds people have built to cope.

• Identify where the current experience causes error, delay, rework, avoidable support requests or abandonment.

• Bring that evidence into automation opportunity identification with the Workflow Automation Specialist, so effort is targeted at real friction.

• Build and maintain a working understanding of the operational domains the Platform serves — crewing, network control, flight planning, engineering and maintenance.

• Represent user needs in demand reviews, backlog refinement and design discussions, with evidence rather than opinion.

Interaction & Interface Design

• Design the interfaces, journeys and interactions the Platform puts in front of users\: self-service portals, request journeys, automation front ends, operational tooling, forms and status views.

• Design for the operational context\: minimise steps, reduce cognitive load, make the current state obvious, and make the next action clear.

• Produce the artefacts the team needs to build — user flows, wireframes, interactive prototypes and specifications — at the level of fidelity the decision requires and no more.

• Design failure, empty, loading, partial-data and degraded states with the same care as the successful path, so a user always knows what happened and what to do next.

• Design for the reality of the estate\: interfaces that sit over vendor-managed systems of record with mediated access, where not every action is possible and constraints must be communicated honestly.

• Work with the Workflow Automation Specialist and Platform Engineers through build, reviewing implementation against intent rather than handing over a design and moving on.

Self-Service & Front Door Experience

• Own the experience of the Platform's self-service capability, so missions and operational users can complete routine requests and actions without raising a ticket or waiting for a person.

• Design the front door and request journeys so demand arrives complete and correctly routed, reducing time to triage and clarification loops.

• Work with the Platform Lead – Demand & Capability on where demand can be removed entirely through better design rather than handled faster.

• Make Platform capability discoverable\: interfaces, APIs, services and requests that engineers and users can find and understand without asking someone.

• Reduce the volume of requests that exist only because the previous interaction was unclear.

Design Standards, Patterns & Reuse

• Establish and maintain design standards, patterns and reusable components for Platform interfaces, so each new capability does not start from scratch.

• Align to easyJet brand, design system and enterprise standards, and work with design colleagues elsewhere in Tech & Data to stay consistent.

• Keep the standards visible and usable, so an engineer can apply them without needing a designer in the room for every decision.

• Own accessibility and inclusive design standards for Platform interfaces, and test against them rather than assuming compliance.

• Review mission-built interfaces that consume Platform capability, so the experience stays coherent for users who move between them.

Measurement, Adoption & Iteration

• Define and track the measures that matter\: task completion, time on task, error and abandonment rates, adoption and repeat use.

• Test designs with real users before build where the decision warrants it, and after release to establish whether it worked.

• Iterate on what people do not use, and be willing to recommend retiring capability that is not earning its place.

• Contribute user-experience evidence to the capability's benefits position, so improvements are demonstrated rather than assumed.

• Be candid where a design did not deliver the outcome expected, and act on why.

Collaboration, Advocacy & Ways of Working

• Act as the voice of the user inside the Platform, including when that conflicts with what is quickest or easiest to build.

• Work closely with the Workflow Automation Specialist so automation and its interface are designed together rather than sequentially.

• Work with Technical Specialists and Service Support so the experience reflects how applications and support processes genuinely behave.

• Partner with Mission Product Managers and mission designers so the Platform experience joins up with mission products rather than competing with them.

• Work within Product and Platform ways of working, contributing to sprint commitments, backlog refinement and the reuse-first challenge.

• Document design decisions and rationale so they can be understood and built on by others.

• Build design literacy across the capability, coaching engineers on the practices that matter most for the users they serve.

COMPETENCIES

Innovation & Change

Improves the experience of operational work rather than adding features. Challenges established interfaces and processes with evidence and helps others see the cost of a poor experience.

Business Performance

Understands the commercial realities of easyJet in terms of operating a high-volume, low-cost airline. Connects design decisions to real outcomes\: time saved, errors avoided, demand removed.

Ownership & Delivery

Takes accountability for the experience through to live and beyond, staying with a design through build and measuring whether it worked rather than stopping at handover.

Leadership & People Development

Builds design capability and user awareness across the team, and shares knowledge so good practice does not depend on one person being consulted.

Supplier & Partner Management

Works effectively with vendors and partners on interface capability and constraints and is realistic about what can be improved where the underlying product is vendor-controlled.

Building Relationships

Builds trusted relationships with operational users, support analysts, engineers and product managers. Listens well enough to understand the work before proposing to change it and earns the access that good research depends on.

Operational Excellence

Understands what it means to design for a live 24x7 operation. Values clarity and speed over elegance, designs for the worst moment rather than the ideal one and never underestimates the cost of confusion during disruption.