I got four teams thinking in services, not features, through service blueprinting workshops. From research, support tickets, analytics and traveler interviews, we found 30+ pain points and prioritized the top five with RICE. Shared OKRs aligned the teams, and I coached four designers outside my reporting line to push the project in their own squads.
Hands-on, I reworked 10+ transactional and reminder emails, improved the voucher and meeting point flows, extended the design system to communications and led a partial checkout redesign across web and app. We saved 1.3M€ a year in customer service costs, projected to exceed 2M€, cut contacts to support by ~15% and grew checkout conversion by 2.3%, against a 1.4% target.