Diploma in Tourism Customer Experience Design
Course Overview
The Diploma in Tourism Customer Experience Design is a UK Level 4-equivalent programme of 9 to 12 months for practitioners entering tourism CX, service design and loyalty roles at OTAs, tour operators and destination attractions. It is aligned with the CX and service design reference standards used by CIM, BCS, UKHospitality and the Institute of Hospitality.
By the end of the Diploma, learners can map a full traveller journey, coordinate a small CX improvement project, brief a supervisor with clear proposals and manage a section of a tourism customer experience workstream.
Practitioners work through supervised journey-mapping studios, live pilot proposal sessions and structured supervisor briefing rehearsals so every learner leaves with a portfolio of CX artefacts they can share with a hiring manager.
Practitioners undertake a rolling CX case study across the Diploma, gradually building a portfolio of journey maps and pilot proposals on realistic OTA and attraction scenarios, so the final assessment reflects their chosen career track.
Diploma candidates present their journey-mapping pilots in tutor-led studios, receiving structured written feedback that they can quote in interviews for OTA CX executive and tour operator loyalty coordinator roles across the UK.
Key Features
- Practitioner-level engagement with tourism CX and service design methods
- References to CIM, BCS, UKHospitality and Institute of Hospitality CX standards
- Delivered online, on-campus in London and by distance learning
- Applied studio work on CX maps, journey blueprints and loyalty design
- Assessment through CX briefs, journey artefacts and pilot proposals
- Progression into LSTITM Advanced Diploma routes in CX and operations
- Careers-service support with OTAs, tour operators and destination attractions
- Live monthly CX design clinics with tutor and peer critique
- Curated pattern library of OTA, tour operator and attraction CX flows
What You Will Learn
- How to build a practitioner-grade traveller journey map
- Service design methods for OTAs, tour operators and attractions
- Loyalty trigger design and communication for repeat visits
- How to run a small internal CX workshop and capture outcomes
- Practical use of CX dashboards, NPS and CSAT metrics
- How UK GDPR and accessibility rules shape tourism CX design
- How to draft a CX improvement business case for a supervisor
- How CX collaborates with marketing, operations and technology teams
- How to build a two-week CX improvement pilot for a small OTA booking journey
- How to design a UK GDPR-safe loyalty consent flow for a tourism brand
- How to write a short journey map narrative for a supervisor debrief
- How to prepare a loyalty programme test proposal grounded in behavioural evidence
Who This Course Is For
- LSTITM Certificate holders moving into practitioner CX design
- OTA and tour-operator staff seeking a UK Level 4-equivalent Diploma
- Career changers moving from general service design into travel
- International applicants aiming at CX and loyalty tourism roles
- Attraction operators targeting a practitioner CX qualification
- Junior CX designers moving into travel-specific practice
- Service designers switching from banking or retail into tourism
Career Pathways
- Customer Experience Manager (Travel)
- Tourism CRM Specialist
- Global Tourism Coordinator
- Booking Platform Manager
- Loyalty and CRM Manager (Travel)
- Tourism Systems Consultant (CX track)
- Distribution Systems Consultant (CX track)
- Travel CX Executive
- Loyalty Programme Coordinator
The LSTITM careers team supports Diploma learners with CV coaching, interview practice and introductions to OTAs, tour operators and destination attractions across the London region.
Careers coaching includes portfolio pieces that show recruiters concrete CX artefacts, plus mock interviews tuned to OTA, tour operator and attraction hiring cycles in the London region.
Recent Diploma cohorts have moved into OTA CX executive teams, tour operator loyalty coordinator positions and attraction visitor experience roles across the London region.
Entry Requirements
- Age 18+ with completed secondary education (A-Levels, IB, or overseas equivalent)
- An LSTITM Certificate or comparable tourism qualification (preferred, not required)
- IELTS 5.5 or equivalent English proficiency for international applicants
- Short statement of interest describing your career direction in tourism CX
- Access to a computer and reliable internet for online delivery
Why Study at LSTITM
LSTITM is the London School of Tourism and International Travel Management, a division of Harold International College of London specialising in destination, business, systems and strategic tourism disciplines. Every programme is aligned with recognised UK bodies including CIM, BCS, ABTA, ITT and UKHospitality.
The Diploma in Tourism Customer Experience Design is delivered by tutors drawn from OTA CX leadership, destination service design and loyalty programme backgrounds, backed by a dedicated careers team.
The Diploma in Tourism Customer Experience Design articulates cleanly into the LSTITM Advanced Diploma in Tourism Leadership Development and Bachelor top-ups, giving graduates a clear path into senior operational CX work.
Diploma students also join a growing community of travel CX practitioners across LSTITM Bachelor and Master's cohorts, exchanging CX artefacts and peer-reviewing each other's pilots across the academic year.
Apply for Diploma in Tourism Customer Experience Design
The Diploma in Tourism Customer Experience Design is a credible practitioner step into UK tourism CX work in London. Applications open on a rolling basis across all delivery modes. Take the next step into professional tourism practice. Enrol Now.
