Service Designer

Company

is an ecosystem of 60+ successful PaaS and SaaS brands working together across 22 European countries to provide its 3.5 million SMB customers with everything they need to succeed online by offering best-in-class expertise and services.

's brands are a mix of traditional hosting businesses that offer services from domain names, email, shared hosting, e-commerce, and server hosting solutions and, as specialist SaaS providers, adjacent products such as compliance, marketing tools, and team collaboration products. This broad product offering makes it a one-stop partner for online businesses and entrepreneurs across Europe.

Position

We are looking for a Service Designer to help design and transform the customer care services that underpin our AI-powered customer experience across brands.

You will analyse how customer journeys, processes and support services work today, identify opportunities for improvement, and design scalable future-state services that work for both customers and customer care teams. You will work closely with local brands and stakeholders to understand how things work in practice, challenge existing processes and translate them into clear, effective service designs that can be supported by AI.

This is a hands-on design role: we are looking for someone who can deep-dive into existing services, identify what needs to change, and create the blueprint for how the future service should work.

Responsibilities

Service & Process Design

• 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 from a customer and operational perspective

• Design and document future-state customer journeys, service flows and processes that support AI-powered customer care

• Identify where processes should be redesigned, simplified or standardised 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 how services will be supported and maintained after launch

Discovery & Stakeholder Collaboration

• Work closely with local brands and customer care teams to understand how services operate in practice

• Ask the right questions, challenge assumptions and extract the information needed to understand current processes and customer needs

• Facilitate discussions and workshops with business and operational stakeholders to develop and validate service designs

• Balance customer needs, operational requirements and technical possibilities when designing solutions

• Build alignment around future-state processes and ways of working across different brands

AI Customer Care & Continuous Improvement

• Translate existing customer journeys and service processes into designs that can be supported by AI

• Identify where AI can improve, automate or augment customer interactions and where human intervention remains necessary

• Support the transition from current-state processes to future-state AI-enabled customer care

• Validate designs with relevant stakeholders and incorporate feedback and learnings into the service blueprint

• Contribute to the development of a scalable approach that can be applied across multiple brands

Requirements

• 5+ years of experience in Service Design, Customer Experience, Process Design, Service Management or a related field, ideally in a larger or complex organisation

• Proven experience personally owning and delivering customer-facing service, process or journey design and redesign

• Strong ability to analyse existing processes and customer journeys, identify opportunities and design scalable future-state solutions

• Strong customer-first mindset, with the ability to balance 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, with the confidence to challenge existing ways of working and work with local and operational teams

• Comfortable 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) and easy access to a major international airport

Nice to have

• Experience designing services for contact centres or customer support organisations

• 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

Right to Work

At any stage, please be prepared to provide proof of eligibility to work in the country you’re applying for. Unfortunately, we are unable to support relocation packages or sponsorship visas.

ESG

At , our commitment to caring for the environment and each other is at the heart of everything we do. Our latest impact report showcases our ongoing ESG efforts and ambitious sustainability goals. Interested in learning more about our dedication to making a positive impact? Check it out here.

"Come as you are"

Everyone is welcome here. Diversity & Inclusion are at our core. Far above any technical competence, we value respect, openness, and trusted collaboration. We do not tolerate intolerance.