Senior Service Designer

vor 2 Wochen

Berlin, Deutschland Parloa Vollzeit

**YOUR MISSION**:
We are seeking a highly skilled and experienced **Senior Service Designer( f/m/d)**to lead initiatives aimed at enhancing our product experiences and optimising operational processes.

In this strategic and hands-on role, you will deeply understand user journeys (external & internal), uncover unmet needs, align organizational goals with supporting systems, and foster alignment across teams. Your expertise in user research, service design methodologies, and workshop facilitation will shape how we develop our product and deliver exceptional service experiences to customers.

**IN THIS ROLE YOU WILL**:

- **Uncover Insights**: Conduct qualitative and quantitative research to identify user needs, behaviors, and pain points.
- **Map Ecosystems**: Develop detailed service blueprints, user journey maps, and ecosystem diagrams to visualize the systems and facilitate understanding of complex interactions.
- **Propose improvements**: Synthesize insights into actionable recommendations, to improve both front stage interactions and backstage processes.
- **Take a strategic and Tactical approach**: Operate at multiple levels of detail, from high-level strategic thinking to targeted interventions, improving the holistic customer experience as well as individual key moments.
- **Collaborate Across Teams**: Work closely with designers, engineers, product managers, and stakeholders to co-create service concepts and processes.
- **Facilitate Workshops**: Lead workshops to align teams, generate ideas, and prioritize solutions.
- **Drive Change**: Advocate for user-centric approaches and embed user centered design approaches into broader organizational processes.

**WHAT YOU BRING TO THE TABLE**:

- 5+ years of professional experience in service design, UX research, or a similar role, with a proven track record of leading impactful projects.
- Proven ability to navigate and simplify complex systems, driving alignment across cross-functional teams and departments.
- Deep knowledge of service design tools and frameworks, including journey mapping, JTBD, and service blueprinting.
- A proven track record for translating insights into actionable solutions and improving user experiences.
- Exceptional skills in designing and facilitating workshops for diverse stakeholders.
- Skilled in synthesizing qualitative and quantitative insights into actionable strategies that address both immediate needs and long-term goals.
- Strong verbal and visual communication skills, capable of articulating complex concepts clearly to diverse audiences.
- Proven experience working closely with teams across product, engineering, marketing, and operations to drive alignment and execution.
- Fluent in English and German (We serve both local and internal customers)

**NICE TO HAVE**:

- Experience in mentoring or guiding junior designers and fostering a design-led culture.
- Familiarity with agile methodologies and working in fast-paced, iterative environments.

***WHAT'S IN IT FOR YOU?**:

- Be part of a dynamic, driven team of over 20 nationalities with flat hierarchies and a collaborative company culture.
- Hybrid work environment - we believe in hiring the best talent, no matter where they are based. However, we love to build real connections and want to welcome everyone in the office on certain days.
- Attractive compensation package with equity options.
- Training and development budget which can be used for conferences and attending development courses to ensure continuous professional growth.
- Flexible working hours, 28 vacation days, and workation opportunities.
- Regular team events, game nights, and other social activities.
- A beautiful office with flair in the heart of Berlin or Munich with all the conveniences, such as adjustable desks, social area, fresh fruits, cereals, and drinks.
- Is something missing here? Reach out and let's talk about what else you need for your ideal next growth opportunity.

**Your recruiting process at Parloa**:
Recruiter video call Meet your manager Challenge Task Expert interview(s) Meeting the team Founder interview

***:
**Why Parloa?**:
Parloa is one of the fastest growing startups in the world of Generative AI and customer service. Parloa's voice-first GenAI platform for contact centers is built on the best AI technology to automate customer service with natural-sounding conversations for outstanding experiences on all communication channels. Leveraging natural language processing (NLP) and machine learning, Parloa creates intelligent phone and chat solutions for businesses that turn contact centers into value centers by boosting customer service efficiency. The Parloa platform resolves the majority of customer queries quickly and automatically, allowing human agents to focus on complex issues and relationships. Parloa was founded in 2018 by Malte Kosub and Stefan Ostwald and today employs over 250 people in Berlin, Munich, and New York.

When you join Parloa, you become part of a dynamic a

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