Overview In this role you will shape AI-powered customer care across team.blue's brands by designing scalable service blueprints. You'll analyse current customer journeys and processes, identify gaps, and craft future-state designs that align with operational realities and AI capabilities. You will collaborate with local brands and care teams to validate concepts and ensure practical, cross-brand solutions.

This hands-on position focuses on turning complex needs into clear service designs that can be automated and improved over time. You'll be a key contributor to a scalable, AI-enabled customer experience across Europe, with a strong emphasis on collaboration and measurable impact.

Responsabilidades

Analyse existing customer journeys, processes and service flows across brands to identify improvement opportunities

Challenge current processes to remove gaps, inconsistencies and unnecessary complexity

Design and document future-state journeys, service flows and processes enabling AI-powered care

Identify where processes should be redesigned, simplified or standardised for scalability

Translate complex business and customer needs into practical service designs and blueprints

Consider operational implications and post-launch maintenance of new services





Collaborate with brands and care teams to understand practice and context

Facilitate stakeholder workshops to validate service designs and build alignment

Translate journeys into AI-enabled designs and map human versus automated interactions

Support scalable, multi-brand adoption of the designed service approach

Requisitos principales 5+ years of experience in Service Design, Customer Experience, Process Design, or related field

Proven track record delivering customer-facing service or journey redesign

Strong ability to analyse processes and design scalable future-state solutions

Customer-first mindset balancing user needs with business and operational needs

Strong process thinking with ability to map complex flows and create blueprints

Excellent stakeholder management, communication and facilitation skills

Comfort with ambiguity and turning complex information into actionable designs

Willingness to travel 20–50% across Europe and have easy access to an international airport customer-centric mindset stakeholder management facilitation and collaboration

AI-enabled service design process mapping and service blueprinting stakeholder workshop facilitation

📌 Designer User Experience Design (Barcelona)
🏢 Team.Blue
📍 Barcelona