Senior Service Designer - B2B

Position Summary:

As a Senior Service Designer - B2B at Property Finder, you will be responsible for driving and implementing a comprehensive service design strategy for Property Finder in partnership with Product, Design, Engineering, and Marketing teams. You will be adept at uncovering user needs and synthesizing insights into actionable service solutions, while leveraging strong research expertise to inform the design and delivery of end-to-end customer experiences. Additionally, you will play a key role in building, managing, and coaching a small team of design and research professionals, fostering cross-functional collaboration to deliver exceptional outcomes.

What you will do

• Define and deliver a service design strategy that aligns with Property Finder's goals and customer needs.
• Conduct user research and service design activities to uncover pain points, opportunities, and insights that guide the development of holistic service solutions.
• Design user journeys, service blueprints, and interaction models to ensure seamless customer experiences across touchpoints and channels.
• Facilitate workshops and design thinking sessions to drive ideation, prototyping, and problem-solving with cross-functional teams.
• Work closely with Product, Engineering, and Marketing teams to define and enhance Property Finder's end-to-end services and digital experiences.
• Synthesize research findings from multiple sources (e.g., primary user research, market research, site analytics, VOC feedback, A/B tests, and customer support insights) into actionable service strategies.
• Advocate for human-centered design principles and ensure all touchpoints reflect user needs and business goals.
• Build and manage a small, high-performing design and research team while fostering a culture of collaboration and innovation.
• Mentor team members and provide constructive feedback to elevate the overall design and research capabilities within the organization.
• Ensure all activities are conducted in alignment with data privacy principles and ethical guidelines.

What you’ll need

• 8+ years of experience in service design, user experience design, or design research, with a strong focus on end-to-end service delivery.
• Expertise in qualitative and quantitative research methods, including usability testing, field studies, surveys, journey mapping, and blueprinting.
• A proven track record of designing and delivering seamless, multi-channel services that solve complex user problems.
• Proficiency in creating and visualizing service artifacts such as personas, journey maps, blueprints, and prototypes.
• Strong communication, facilitation, and stakeholder management skills, with the ability to align teams around a shared vision.
• Knowledge of human-centered design principles and a deep understanding of user behaviors, motivations, and needs.
• Familiarity with research tools and design software, along with the ability to learn and adapt to new platforms quickly.
• Robust organizational skills with the ability to prioritize and manage multiple projects in a fast-paced, agile environment.
• Experience mentoring teams, as well as inspiring cross-functional groups to deliver high-quality outcomes.
• Confidence in presenting ideas, negotiating solutions, and driving consensus among stakeholders.
• A genuine passion for crafting exceptional services and experiences that delight users and achieve business goals.

What we can offer

• An opportunity to be part of an international, ambitious, and successful Product team.
• An inspiring workplace in the heart of Media City.
• Competitive salary and comprehensive benefits, including health insurance.