Senior Product Designer

Senior Product Designer - Conversational & Service Design (Hybrid)As you contemplate your future, you might be asking yourself," What's the next step?'' Start your journey with us We're seeking an experienced Senior Product Designer with a strong background in B2B, SaaS, or Complex Systems to join our Product Design Team in Barcelona. Your mission will be to map, simplify, and automate complex customer support and retention ecosystems, creating seamless experiences for both our customers and our internal agents.

If you're ready to soar, we're ready to take you there.

Why eDreams ODIGEOJoin the world's leading travel subscription platform...We pioneered Prime, the first and world's leading travel subscription programme since launching in 2017.Millions of Prime members every year across multiple markets.5 brands: eDreams, GO Voyages, Opodo, Travellink, and the metasearch engine LiligoThis entire Prime experience is powered by a proprietary, industry-leading AI platform that delivers a smarter, hyper-personalised service and comprehensive travel experience globally to its members.

Diversity is our strength that's why our eDOers are coming from different nationalities from all continents – 99% permanent contracts Prime members are subscribed to global travel, gaining access to a comprehensive multi-product offering for all their travel needs—including hotels, rail, flights, dynamic packages and car rental, among others— compounded by industry-leading flexibility features and exclusive, member-only benefits.

What you will do:

The Role's Key ResponsibilitiesAs an eDOer, you will have clear objectives, great challenges and a clear overview of how your work contributes to the global company project and its customers.

As a Senior Product Designer in the Product Design Team you will be in charge of: Designing for Complexity & Efficiency: Crafting intuitive solutions for complex E2E processes, from automated flight changes to subscription retention. You will focus on reducing cognitive load for agents and friction for users.

Agent and Customer Experience (AX & CX) Excellence: Improving the internal tools used by our agents, and the tools used by our customers to self-serve, ensuring they are empowered with user insights.

Leveraging Research and Insights: Use qualitative and quantitative research, market trends, and best practices to inform design decisions. Participate in user research activities and usability studies to define data-based design solutions.

Designing with Business Impact: Leverage a deep understanding of business goals, KPIs, and metrics to inform and guide design decisions, connecting design strategies to measurable outcomes.

Systems Thinking & Service Design: Using Service Blueprinting to understand and design how service levels, internal processes, and tools interconnect. You don't just design screens;
you design the "machinery" behind the service.

Conversational AI & VUI: Leading the design of Voice AI and Chatbot flows. You will define how our AI interacts with users over the phone and chat to solve problems autonomously.

Visualizing Logic: Translating intricate business rules and technical constraints into simple, elegant visual flows and diagrams.

Beyond the "Happy Path": Deep-diving into corner cases and error handling. You understand that in travel operations, the "edge case" is where the design is truly tested.

Delivering Technical Specs: Collaborating closely with Front-end engineers to provide functional specs, leveraging and contributing to our Design System to ensure scalability and code consistency.

Strategic Stakeholder Management: Aligning with operations and product leads to connect design decisions with operational KPIs, service level agreements (SLAs), and performance metrics, and manage expectations throughout the project lifecycle. Effectively communicate the value of the designs, demonstrating how they contribute to business success, and influence stakeholders by showcasing the potential impact on user experience and key performance indicators.

What you need to succeed: Good to haveExperience: 5+ years in Product Design, with a significant part of that time spent on B2B, SaaS, Enterprise Tools, or complex Fintech/Logistics products.

Service Design Mastery: Proven experience in mapping complex, end-to-end user and agent journeys across digital and operational touchpoints.

Systems Thinking: Ability to see the "big picture" and understand how a change in one part of the flow affects the entire ecosystem.

Conversational AI & Interaction Design: Practical and conceptual understanding of Voice/Chatbot interaction patterns, multimodal models, and prompt design.

Logic & Flows: High proficiency in flow visualization (using tools like FigJam, Miro, or Lucidchart) to explain complex logic before moving to high-fidelity UI.AI Curiosity: A genuine "hype" and proactiv