Service Designer
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In this role you will shape AI-powered customer care across team.blue’s brands by designing scalable service blueprints. You’ll analyse current customer journeys and processes, identify gaps, and craft future-state designs that align with operational realities and AI capabilities. You will collaborate with local brands and care teams to validate concepts and ensure practical, cross-brand solutions. This hands-on position focuses on turning complex needs into clear service designs that can be automated and improved over time. You’ll be a key contributor to a scalable, AI-enabled customer experience across Europe, with a strong emphasis on collaboration and measurable impact.
- Analyse existing customer journeys, processes and service flows across brands to identify improvement opportunities
- Challenge current processes to remove gaps, inconsistencies and unnecessary complexity
- Design and document future-state journeys, service flows and processes enabling AI-powered care
- Identify where processes should be redesigned, simplified or standardised for scalability
- Translate complex business and customer needs into practical service designs and blueprints
- Consider operational implications and post-launch maintenance of new services
- Collaborate with brands and care teams to understand practice and context
- Facilitate stakeholder workshops to validate service designs and build alignment
- Translate journeys into AI-enabled designs and map human versus automated interactions
- Support scalable, multi-brand adoption of the designed service approach
- 5+ years of experience in Service Design, Customer Experience, Process Design, or related field
- Proven track record delivering customer-facing service or journey redesign
- Strong ability to analyse processes and design scalable future-state solutions
- Customer-first mindset balancing user needs with business and operational needs
- Strong process thinking with ability to map complex flows and create blueprints
- Excellent stakeholder management, communication and facilitation skills
- Comfort with ambiguity and turning complex information into actionable designs
- Willingness to travel 20–50% across Europe and have easy access to an international airport
- customer-centric mindset
- facilitation and collaboration
- process mapping and service blueprinting
- stakeholder workshop facilitation
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