At a Glance
- Tasks: Design and transform customer care services for an AI-powered experience.
- Company: Join team.blue, a leading ecosystem of 60+ successful brands across Europe.
- Benefits: Competitive salary, diverse culture, and opportunities for travel across Europe.
- Other info: Embrace diversity and contribute to sustainability efforts while growing your career.
- Why this job: Make a real impact by improving customer journeys and processes with innovative designs.
- Qualifications: 5+ years in Service Design or related fields, strong analytical and communication skills.
The predicted salary is between 49500 - 60500 £ per year.
Company team.blue 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. team.blue'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.
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
- 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 team.blue, 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?
“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.
Service Designer in London employer: team.blue Global
At team.blue, we pride ourselves on being a leading digital enablement provider in Europe, offering an inclusive and dynamic work environment that fosters growth and innovation. As a Marketing Operations Team Lead, you'll have the opportunity to shape a cutting-edge marketing model while working with a diverse team across 60+ brands, all supported by robust tools and a commitment to sustainability. Our culture values respect and collaboration, ensuring that every employee feels valued and empowered to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Service Designer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at team.blue Global. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like team.blue Global before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Designer in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to team.blue Global:Your cover letter is your chance to shine! Tell us why you want to work at team.blue Global specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at team.blue Global!
How to prepare for a job interview at team.blue Global
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
