Senior Service Designer

At Booking.com, our mission is to make it easier for everyone to experience the world. In Customer Service (CS), we deliver on this promise by ensuring that when our travelers or partners need help, the experience is effortless, empathetic, and efficient. We view Customer Service not just as a support function, but as a strategic asset. Our ambition is to design world-class services that turn every interaction into a distinct competitive advantage for Booking.com.

As a Senior Service Designer, you will act as the strategic architect and custodian of the end-to-end customer experience. You will bridge the gap between high-level business ambition and on-the-ground operational reality. You are not just designing processes; you are owning the Service Strategy and managing the overall experience health for our most critical business tracks (e.g., CCaaS, AI-First Support, Differentiated Services).

In this role, you will champion the "North Star" vision, ensuring that as we scale and integrate new technologies, we maintain a coherent, consistent, and frictionless journey across all channels. You will orchestrate the complex ecosystem of people, technology, and data required to turn ambitious strategies into seamless realities.

Key Responsibilities

1. Own & Champion the Experience Strategy (Think Big)

• Holistic Experience Management: You are responsible for the consistency and quality of the experience across the entire CS ecosystem. You look beyond individual touchpoints to manage the cumulative impact of our services, ensuring that a guest transitioning from a Chatbot to an Agent, or from App to Email, feels a seamless sense of continuity.

  
  

• Define the Vision: You will create and own the Experience Principles and Service Concepts for major strategic domains. You define what "good" looks like for the future of Booking.com support.

  
  

• Strategy Realisation: You are responsible for the "Strategy Realisation Framework." You will take abstract strategic goals (e.g., "AI-driven efficiency") and translate them into tangible, human-centric Experience Requirements.

2. Service Architecture & Orchestration (Succeed Together)

• Holistic Service Blueprinting: You will move beyond simple mapping to create comprehensive Service Blueprints that connect the Frontstage (Customer Journey) with the Backstage (Internal processes, tooling, routing logic).

  
  

• Lifecycle Management: You ensure the service experience is managed as a living product. You actively monitor the "pulse" of the live service, using feedback loops to identify where the experience is degrading over time and intervening to correct it.

  
  

• Operational Design: You will not just hand off requirements; you will actively design the "How." You will collaborate with multiple departments, in and outside CS, to ensure the operational setup is capable of delivering your designed experience.

  
  

• Guardianship: As solutions are built, you act as the design authority. You ensure that technical constraints do not dilute the quality of the service, maintaining the integrity of the original vision.

3. Innovation & Future-State Design (Learn Forever)

… lees de volledige omschrijving bij Booking.com.