Service Designer

Booking.com
Role Description
In the journey to further professionalize Booking.com and our industry, we are building a dedicated Partner Process team to support this journey. The team is responsible for managing, governing and optimizing all regulatory processes and acts as a single point of contact for all process related matters across the organization.
The role of Service Designer is to design the service operating model as well as define the end-to-end partner experience aimed at ensuring that our partners become compliant.
Key Job Responsibilities and Duties:
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Design and review the service operating model, including change controls, for the internal ways of working in the business unit
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Leverage from product and business owners to scope & deliver high-quality service design solutions and strategies
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Design and review end-to-end partner journeys across the regulatory interactions
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Review end-to-end partner journeys and identify key areas of improvement
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Collaborate with the process owners and product teams to capture and define key improvements, set SLAs and define change controls
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Size and scope impact of new regulations on the existing service model and end-to-end journey
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Design a multi-year north star service approach including defining an agreed roadmap during the semi-annual prioritization cycle
Qualifications & Skills
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Preferably relevant knowledge of and experience working with New Business Development teams
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Ability to successfully drive change across teams in different business areas
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Customer journey mapping and process design skills
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>5 years experience in cross-functional project management
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Senior stakeholder management skills
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