Service Designer

team.blue Global

5h•Hybrid

About The Position

team.blue is seeking a Service Designer to help design and transform customer care services, leveraging AI for an enhanced customer experience across its brands. The role involves analyzing current customer journeys, processes, and support services, identifying areas for improvement, and designing scalable future-state services. The Service Designer will collaborate closely with local brands and stakeholders to understand practical operations, challenge existing processes, and create effective service designs that can be supported by AI. This is a hands-on design position requiring deep dives into existing services to create blueprints for future service operations.

Requirements

5+ years of experience in Service Design, Customer Experience, Process Design, Service Management, or a related field, ideally in a larger or complex organization.
Proven experience in personally owning and delivering customer-facing service, process, or journey design and redesign.
Strong ability to analyze existing processes and customer journeys, identify opportunities, and design scalable future-state solutions.
Strong customer-first mindset, balancing customer needs with business and operational requirements.
Strong process thinking and ability to understand complex flows, identify dependencies, and create service blueprints, process flows, and customer journeys.
Excellent stakeholder management, communication, and facilitation skills.
Confidence to challenge existing ways of working and collaborate with local and operational teams.
Comfort working with ambiguity, asking the right questions, 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.

Nice To Haves

Experience designing services for contact centers or customer support organizations.
Experience with AI, automation, or conversational AI in customer service.
Experience designing services that combine digital self-service with human support.
Experience with service management, operational readiness, or frameworks such as ITIL.
Experience working across multiple brands, markets, or operating models.

Responsibilities

Analyze existing customer journeys, processes, and service flows across brands to identify improvement opportunities.
Challenge existing processes, uncover gaps, inconsistencies, and complexity from customer and operational perspectives.
Design and document future-state customer journeys, service flows, and processes that support AI-powered customer care.
Identify processes that need redesigning, simplification, or standardization to enable scalable AI-supported services.
Translate complex business and customer needs into clear, practical service designs and blueprints.
Consider the operational implications of new service designs, including support and maintenance post-launch.
Collaborate with local brands and customer care teams to understand current service operations.
Facilitate discussions and workshops with stakeholders to develop and validate service designs.
Balance customer needs, operational requirements, and technical possibilities in solution design.
Build alignment on future-state processes and ways of working across different brands.
Translate existing customer journeys and service processes into designs supportable by AI.
Identify opportunities for AI to improve, automate, or augment customer interactions, and determine where human intervention is necessary.
Support the transition to future-state AI-enabled customer care.
Validate designs with stakeholders and incorporate feedback into service blueprints.
Contribute to developing a scalable approach applicable across multiple brands.