CX & Service Designer

Summary

Andersen is hiring a CX & Service Designer for a project developing a digital travel and events platform and delivering seamless customer experiences through service innovation.

The customer is a global provider of travel, event, and business support services, helping organizations plan and deliver international programs, meetings, and professional experiences across multiple markets. The company offers integrated solutions that simplify coordination, enhance operational efficiency, and support successful delivery of complex business and travel-related activities. Combining global capabilities with local expertise, the company focuses on service quality, innovation, and sustainable business practices.

The project is focused on developing a digital platform for the travel and events industry that supports group travel, meetings, incentives, congresses, and event management. It aims to unify legacy systems and deliver a seamless end-to-end customer experience through modern service design and platform integration.

Responsibilities

• Defining the service design strategy and end-to-end customer experience vision for the platform.
• Translating business goals and user needs into a clear, prioritized service design roadmap.
• Leading research activities and converting insights into journey maps, service blueprints, and value propositions.
• Orchestrating service design across multiple product streams, ensuring a consistent customer experience.
• Identifying and resolving cross-stream gaps, overlaps, and experience inconsistencies.
• Establishing shared service design standards, processes, and collaboration practices.
• Driving alignment with product, architecture, engineering, and program leadership teams.
• Aligning regional stakeholder needs across Europe, Asia, and the USA into a unified service strategy.
• Advocating for customer-centric design and influencing product scope, priorities, and strategic decisions.

Requirements

• Experience in CX, Service Design, UX Design, or Business Process Design, including B2B or operations-heavy enterprise platforms (e.g., travel, logistics, or similar complex domains) for 5+ years.
• Leadership experience managing cross-functional teams.
• Proven experience defining and driving service design strategy across complex platforms or large-scale transformation programs.
• Experience collaborating with senior stakeholders, including Product, Architecture, Engineering, and Program Leadership.
• Experience aligning stakeholders across multiple countries in Europe, Asia, and the USA.
• Ability to use service blueprints and journey maps to shape direction at platform level, with working knowledge of Value Proposition Design and Jobs-to-be-Done.
• Experience defining research strategy, synthesizing insights, and translating them into service design direction.
• Excellent workshop facilitation, stakeholder management, and cross-functional communication skills.
• Portfolio demonstrating successful delivery of complex customer experience and service design initiatives.
• Level of English – from Upper-Intermediate and above.

Desired skills

• Experience with change management, business process improvement and operational efficiency design.
• Proficiency with Figma, Miro, JIRA Product Discovery, Hotjar, and Confluence.
• Ability to use AI-assisted tools to speed up discovery and prototyping.

Reasons to join us

• Experience in teamwork with leaders in FinTech, Healthcare, Retail, Telecom, and others. Andersen cooperates with such businesses as Samsung, Siemens, Johnson & Johnson, BNP Paribas, Ryanair, Mercedes, TUI, Verivox, Allianz, T-Systems, etc..
• The opportunity to change the project and/or develop expertise in an interesting business domain.
• Job conditions – you can work both fully remotely and from the office or can choose a hybrid variant.
• Guarantee of professional, financial, and career growth! The company has introduced systems of mentoring and adaptation for each new employee.
• The opportunity to earn up to an additional 1,000 EUR per month, depending on the level of expertise, which will be included in the annual bonus, by participating in the company's activities.
• Access to the corporate training portal, where the entire knowledge base of the company is collected and which is constantly updated.
• Bright corporate life (parties / pizza days / PlayStation / fruits / coffee / snacks / movies).
• Certification compensation (AWS, PMP, etc).
• Referral program.
• Private health insurance and sports compensation, depending on the type of employment.

Join us!

Локации

Albania, Austria, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Italy, Kosovo, Latvia, Lithuania, Luxembourg, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, The Netherlands