Service Designer

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:

• Design and review the service operating model, including change controls, for the internal ways of working in the business unit

• Leverage from product and business owners to scope & deliver high-quality service design solutions and strategies

• Design and review end-to-end partner journeys across the regulatory interactions

• Review end-to-end partner journeys and identify key areas of improvement

• Collaborate with the process owners and product teams to capture and define key improvements, set SLAs and define change controls

• Size and scope impact of new regulations on the existing service model and end-to-end journey

• Design a multi-year north star service approach including defining an agreed roadmap during the semi-annual prioritization cycle

Qualifications & Skills

• Preferably relevant knowledge of and experience working with New Business Development teams

• Ability to successfully drive change across teams in different business areas

• Customer journey mapping and process design skills

• >5 years experience in cross-functional project management

• Senior stakeholder management skills