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. 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 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 facilitation and collaboration process mapping and service blueprinting stakeholder workshop facilitation

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📌 Service Designer - Barcelona (Madrid)
🏢 Team.Blue
📍 Madrid