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 help solve a uniquely rewarding challenge: making travel disruptions easier for everyone involved. When plans change unexpectedly, travellers need fast, clear answers, while the businesses that sold them the trip need to stay in control. You’ll design our AI support product end-to-end, shaping the experience for both the travel businesses using Duffel (B2B) and the travellers they serve (B2C). Working closely with product, engineering, and operations, you’ll champion design across Duffel, helping define what great looks like and elevating the craft of our products as a whole. To thrive in this role, you’ll bring experience designing complex products from start to finish and partnering closely with cross-functional teams to bring those ideas to life. 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 we