Service Designer

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📋 Description

• Analyse existing customer journeys, processes and service flows across brands and identify opportunities for improvement
• Challenge existing processes and uncover gaps, inconsistencies and unnecessary complexity
• Design and document future-state customer journeys, service flows and processes supporting AI-powered customer care
• Redesign, simplify or standardise processes to enable scalable AI-supported services
• Translate complex business and customer needs into practical service designs and blueprints
• Consider operational implications, support and maintenance requirements for new service designs
• Collaborate with local brands and customer care teams to understand services in practice
• Facilitate discussions and workshops with business and operational stakeholders
• Balance customer needs, operational requirements and technical possibilities
• Build alignment around future-state processes across different brands
• Identify where AI can improve, automate or augment customer interactions and where human intervention remains necessary
• Support the transition to future-state AI-enabled customer care
• Validate designs, incorporate feedback and contribute to scalable approaches across multiple brands

🎯 Requirements

• 5+ years of experience in Service Design, Customer Experience, Process Design, Service Management or a related field
• Experience ideally in a larger or complex organisation
• Proven experience personally owning and delivering customer-facing service, process or journey design and redesign
• Ability to analyse processes and customer journeys and design scalable future-state solutions
• Customer-first mindset balancing customer, business and operational requirements
• Strong process thinking and ability to understand complex flows, dependencies, service blueprints, process flows and customer journeys
• Stakeholder management, communication and facilitation skills
• Confidence challenging existing ways of working and working with local and operational teams
• Comfortable with ambiguity and turning complex information into clear, actionable designs
• Willingness to travel regularly to local offices across Europe approximately 20–50% of the time
• Easy access to a major international airport
• Right to work in the country applied for; proof of eligibility may be required
• No relocation packages or visa sponsorship available
• Nice to have: experience designing services for contact centres or customer support organisations
• Nice to have: experience with AI, automation or conversational AI in customer service
• Nice to have: experience designing services combining digital self-service with human support
• Nice to have: experience with service management, operational readiness or ITIL
• Nice to have: experience across multiple brands, markets or operating models

🏖️ Benefits

• Fully remote work arrangement
• Opportunity to work across 22 European countries and multiple brands
• Diversity and inclusion commitment
• ESG and sustainability initiatives
• Travel opportunities to local offices across Europe

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