Service Designer
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Job Description
Service Designer transforming AI-powered customer care for team.blue’s European hosting and SaaS brands. Mapping journeys, redesigning processes, and creating scalable service blueprints across brands.
Responsibilities:
- 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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