Senior Product Designer

Position:
Senior Product Designer – Conversational & Service Design (Hybrid)

Company:
eDreams ODIGEO

Location:
Spain, Barcelona

Employment type:
Full Time

Short Summary:
We’re seeking an experienced Senior Product Designer with a strong background in B2B, SaaS, or Complex Systems to join our Product Design Team in Barcelona. Your mission will be to map, simplify, and automate complex customer support and retention ecosystems, creating seamless experiences for both our customers and our internal agents.

Responsibilities:
- Designing for Complexity & Efficiency: Crafting intuitive solutions for complex E2E processes, focusing on reducing cognitive load for agents and friction for users.
- Agent and Customer Experience (AX & CX) Excellence: Improving internal tools for agents and self-service tools for customers.
- Leveraging Research and Insights: Using qualitative and quantitative research to inform design decisions.
- Designing with Business Impact: Connecting design strategies to measurable outcomes.
- Systems Thinking & Service Design: Understanding and designing how service levels and internal processes interconnect.
- Conversational AI & VUI: Leading the design of Voice AI and Chatbot flows.
- Visualizing Logic: Translating intricate business rules into simple visual flows.
- Delivering Technical Specs: Collaborating with Front-end engineers to provide functional specs.
- Strategic Stakeholder Management: Aligning design decisions with operational KPIs and managing expectations.

Requirement:
- 5+ years in Product Design, with experience in B2B, SaaS, Enterprise Tools, or complex Fintech/Logistics products.
- Proven experience in mapping complex user and agent journeys.
- Ability to see the “big picture” and understand ecosystem changes.
- Practical understanding of Voice/Chatbot interaction patterns.
- High proficiency in flow visualization tools.
- A proactive attitude towards AI tools and Generative AI opportunities.
- Ability to use data to justify design choices.

Benefits:
- A rewarding compensation package including Prime Plus membership, competitive salary, flexible benefits, performance-based bonuses, and more.
- Continuous learning opportunities with free Coursera access and workshops.
- Personalised career paths and internal mobility opportunities.
- Hybrid home-office model focused on outcomes.
- After-work events and a dynamic work environment.