CX & Service Designer

Andersen is hiring a CX & Service Designer for a project developing a digital travel and events platform and delivering seamless customer experiences through service innovation.

The customer is a global provider of travel, event, and business support services, helping organizations plan and deliver international programs, meetings, and professional experiences across multiple markets. The company offers integrated solutions that simplify coordination, enhance operational efficiency, and support successful delivery of complex business and travel-related activities. Combining global capabilities with local expertise, the company focuses on service quality, innovation, and sustainable business practices.

The project is focused on developing a digital platform for the travel and events industry that supports group travel, meetings, incentives, congresses, and event management. It aims to unify legacy systems and deliver a seamless end-to-end customer experience through modern service design and platform integration.

Responsibilities:

• Defining the service design strategy and end-to-end customer experience vision for the platform.

• Translating business goals and user needs into a clear, prioritized service design roadmap.

• Leading research activities and converting insights into journey maps, service blueprints, and value propositions.

• Orchestrating service design across multiple product streams, ensuring a consistent customer experience.

• Identifying and resolving cross-stream gaps, overlaps, and experience inconsistencies.

• Establishing shared service design standards, processes, and collaboration practices.

• Driving alignment with product, architecture, engineering, and program leadership teams.

• Aligning regional stakeholder needs across Europe, Asia, and the USA into a unified service strategy.

• Advocating for customer-centric design and influencing product scope, priorities, and strategic decisions.

Must-haves:

• Experience in CX, Service Design, UX Design, or Business Process Design, including B2B or operations-heavy enterprise platforms (e.g., travel, logistics, or similar complex domains) for 5+ years.

• Leadership experience managing cross-functional teams.

• Proven experience defining and driving service design strategy across complex platforms or large-scale transformation programs.

• Experience collaborating with senior stakeholders, including Product, Architecture, Engineering, and Program Leadership.

• Experience aligning stakeholders across multiple countries in Europe, Asia, and the USA.

• Ability to use service blueprints and journey maps to shape direction at platform level, with working knowledge of Value Proposition Design and Jobs-to-be-Done.

• Experience defining research strategy, synthesizing insights, and translating them into service design direction.

• Excellent workshop facilitation, stakeholder management, and cross-functional communication skills.

• Portfolio demonstrating successful delivery of complex customer experience and service design initiatives.

• Level of English – from Upper-Intermediate and above.

Nice-to-haves:

• Experience with change management, business process improvement and operational efficiency design.

• Proficiency with Figma, Miro, JIRA Product Discovery, Hotjar, and Confluence.

• Ability to use AI-assisted tools to speed up discovery and prototyping.

Reasons why this job would be interesting to you:

• Andersen cooperates with such businesses as Samsung, Reuter Gruppe, T-Systems, TUI, Ryanair, Johnson & Johnson, etc. This project is just your beginning here – working with us means reliability and prospects.

• We have been strengthening our expertise since 2007. During this time, we have formed an excellent BA & SA team with streamlined processes, which now consists of more than 200 qualified analysts.

• We welcome specialists from every part of the world.

• Salaries at Andersen are pegged to the USD, and our employees are provided with a benefit package and an extensive set of bonuses.

• We give our employees an opportunity to attend and participate in the company’s BA meetups, as well as offer a compensation program for international professional certificates.

• There are many different ways to grow and develop at our company. You can improve as a tech specialist or a resource manager, and all your activities will be decently rewarded.

• You will have an opportunity to take on the role of a mentor and help a group of BA/SA beginners grow.

• Our employees have access to Andersen Knowledge Base, where they can take courses in a variety of areas: the art of negotiation, PreSale & Discovery, Agile essentials, product ownership, microservice architecture, API design, SQL, AWS, GDPR, UX/UI, people management, and more.

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