CX & Service Designer

Andersen is a company cooperating with businesses such as Samsung, Reuter Gruppe, T-Systems, TUI, Ryanair, Johnson & Johnson, etc. The project involves developing a digital travel and events platform that supports group travel, meetings, incentives, congresses, and event management. The customer is a global provider of travel, event, and business support services across multiple markets, focusing on service quality, innovation, and sustainable business practices.

• 5+ years experience in CX, Service Design, UX Design, or Business Process Design, including B2B or operations-heavy enterprise platforms such as travel or logistics.
• 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 at the platform level, with 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.
• English language proficiency at Upper-Intermediate level or above.

Nice to have:

• 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.

• Define the service design strategy and customer experience vision for the platform.
• Translate business goals and user needs into a prioritized service design roadmap.
• Lead research activities and convert insights into journey maps, service blueprints, and value propositions.
• Orchestrate service design across multiple product streams to ensure consistent customer experience.
• Identify and resolve gaps, overlaps, and inconsistencies in the customer experience.
• Establish shared service design standards, processes, and collaboration practices.
• Drive alignment with product, architecture, engineering, and program leadership teams.
• Align regional stakeholder needs across Europe, Asia, and the USA into a unified service strategy.
• Advocate for customer-centric design and influence product scope, priorities, and strategic decisions.

The employer is Andersen Soft UAB based in Krakow. Personal data is protected under GDPR regulations. Candidates have rights to access, correction, deletion, and data portability. Providing data required by Polish Labor Code is mandatory for recruitment. Consent to data processing can be withdrawn anytime. Data is processed only for recruitment purposes and potential future recruitments with consent.