Service Designer

This is a fully remote position, open to applicants in Spain, +4 more states.

📋 Description

• Assess current customer journeys, processes, and service flows across various brands to identify areas for enhancement.

• Question existing processes and identify gaps, inconsistencies, and unnecessary complexities.

• Design and document future customer journeys, service flows, and processes that support AI-driven customer care.

• Revamp, simplify, or standardize processes to facilitate scalable AI-supported services.

• Convert intricate business and customer needs into actionable service designs and blueprints.

• Take into account operational implications, support, and maintenance requirements for new service designs.

• Collaborate with local brands and customer care teams to gain insights into services in practice.

• Lead discussions and workshops with business and operational stakeholders.

• Balance the needs of customers with operational requirements and technical possibilities.

• Foster alignment around future processes across various brands.

• Identify opportunities where AI can enhance, automate, or augment customer interactions while determining where human involvement is essential.

• Assist in the transition to future AI-enabled customer care.

• Validate designs, integrate feedback, and contribute to scalable methodologies across multiple brands.

⛳️ Requirements

• Minimum of 5 years of experience in Service Design, Customer Experience, Process Design, Service Management, or a related field.

• Experience in a large or complex organization is preferred.

• Demonstrated experience in owning and delivering customer-facing service, process, or journey design and redesign.

• Proficient in analyzing processes and customer journeys and designing scalable future solutions.

• Customer-centric mindset that balances the needs of customers, business, and operational requirements.

• Strong ability to conceptualize processes and understand complex flows, dependencies, service blueprints, and customer journeys.

• Skilled in stakeholder management, communication, and facilitation.

• Confident in challenging existing workflows and collaborating with local and operational teams.

• Comfortable navigating ambiguity and transforming complex information into clear, actionable designs.

• Willingness to travel regularly to local offices across Europe, approximately 20–50% of the time.

• Must have easy access to a major international airport.

• Eligibility to work in the country applied for; proof of eligibility may be requested.

• Note: No relocation packages or visa sponsorship will be provided.

• Nice to have: experience in designing services for contact centers or customer support organizations.

• Nice to have: experience with AI, automation, or conversational AI in customer service.

• Nice to have: experience in designing services that integrate 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.

• Commitment to diversity and inclusion.

• Engagement in ESG and sustainability initiatives.

• Travel opportunities to local offices throughout Europe.