Service Designer

Role Overview

You will be part of the Service Design team within the Customer Service department. This team plays a pivotal role in designing, delivering and improving end-to-end customer service journeys for new or existing strategic Booking products and services. They aim to bring sustainable and valuable solutions to life for millions of Booking.com customers around the globe, our highly ambitious business and its ten thousands of (Customer Service) operations employees.  Service Designer I drives the design, implementation and continuous improvement of service models and journeys, where needed in collaboration with external CS partners.

Key Job Responsibilities and Duties

• Running service design projects for 1 specific vertical (e.g. Flights), horizontal (e.g. BHFS) or service design area (e.g. Voice of the Customer).
• Performing full intake of the new business initiative and designing initial support set-up for experimentation [Intake phase]
• Supporting end-to-end testing of the new product before launch [Testing phase]
• Setting-up initial support set-up (tooling, agents, feedback loop) and driving prioritization of product improvements, amongst others driven by customer research and data  [Learning Phase]
• Based on sales forecasts, planning the start, resolving support set-up and getting the resources approved for first Incubation of the service in CS Operations [Incubation phase]
• Driving cross-departmental efforts to generate final and detailed service blueprint ready for integration into CS Operations [Full integration/BAU phase]
• Generating practical qualitative insights for Product and Service improvement on new product initiatives (ie. Acquiring periodic deep-dives into Product tickets from both CS Operations and pilot team and consolidating weekly report-outs on product related issues, bugs and other events that have caused disruption in service level by the CS pilot team and require prioritization from relevant product team).
• Liaisoning in the operational way of working of CS Operations and CS support teams (CS Innovation Lab) on new product initiatives (ie. Updating handbook in line with new developments, building and maintaining templates and guidelines, facilitating the delivery of content for training of new agents on teams, helping identifying new topics and subtopics tree and updating in accordance with product developments, enabling bug identification and prioritization towards product and ensure service recovery)

Role Qualifications and Requirements

• Broad job knowledge with 3-5 years of shown experience in Service Design and preferably Customer Service, and/or Customer Experience
• Effective customer journey mapping, service design and process design skills
• Effective stakeholder management skills up to senior management level
• Ability to support change across teams in different business areas
• Experience in cross-functional project management
• Knowledge of and experience with functional areas within Customer Services (Workforce management, Training & Quality, Operational Excellence)