• Job Description

  Req#: 2707521

  Service Designer I

  About Booking.com

  At Booking.com, we are united by our mission to make it easier for everyone to experience the world. From FinTech to Accommodations, coding to customer service, when you love what you do and the people you work with, amazing things can happen. We measure success by the amount of positive impact we create. For our employees, our shareholders, customers, partners and even our communities and local governments. From planning a trip to growing a business on our platform, we are committed to creating a better experience, from beginning to end. That’s why it’s more than a job, it’s a journey.

  Role Overview

  You will be part of the Service Design team within the Customer Service department. This team plays a pivotal role in designing, delivering and improving end-to-end customer service journeys for new or existing strategic Booking products and services. They aim to bring sustainable and valuable solutions to life for millions of Booking.com customers around the globe, our highly ambitious business and its ten thousands of (Customer Service) operations employees. Service Designer I drives the design, implementation and continuous improvement of service models and journeys, where needed in collaboration with external CS partners.

  Key Job Responsibilities and Duties

  • Running service design projects for 1 specific vertical (e.g. Flights), horizontal (e.g. BHFS) or service design area (e.g. Voice of the Customer).
  • Performing full intake of the new business initiative and designing initial support set-up for experimentation [Intake phase]
  • Supporting end-to-end testing of the new product before launch [Testing phase]
  • Setting-up initial support set-up (tooling, agents, feedback loop) and driving prioritization of product improvements, amongst others driven by customer research and data [Learning Phase]
  • Based on sales forecasts, planning the start, resolving support set-up and getting the resources approved for first Incubation of the service in CS Operations [Incubation phase]
  • Driving cross-departmental efforts to generate final and detailed service blueprint ready for integration into CS Operations [Full integration/BAU phase]
  • Generating practical qualitative insights for Product and Service improvement on new product initiatives (ie. Acquiring periodic deep-dives into Product tickets from both CS Operations and pilot team and consolidating weekly report-outs on product related issues, bugs and other events that have caused disruption in service level by the CS pilot team and require prioritization from relevant product team).
  • Liaisoning in the operational way of working of CS Operations and CS support teams (CS Innovation Lab) on new product initiatives (ie. Updating handbook in line with new developments, building and maintaining templates and guidelines, facilitating the delivery of content for training of new agents on teams, helping identifying new topics and subtopics tree and updating in accordance with product developments, enabling bug identification and prioritization towards product and ensure service recovery)

  Role Qualifications and Requirements

  • Broad job knowledge with 3-5 years of shown experience in Service Design and preferably Customer Service, and/or Customer Experience
  • Effective customer journey mapping, service design and process design skills
  • Effective stakeholder management skills up to senior management level
  • Ability to support change across teams in different business areas
  • Experience in cross-functional project management
  • Knowledge of and experience with functional areas within Customer Services (Workforce management, Training & Quality, Operational Excellence)

  Benefits & Perks

  • An opportunity to contribute to a high scale, sophisticated, world renowned product and seeing real time impact of your work on millions of travelers worldwide.
  • Be part of a truly international fast paced environment and performance driven culture.
  • Various opportunities to grow technically and personally
  • Full relocation support and generous relocation package for you, your partner/family (if this is the case) to move to the Netherlands
  • Headquarters located in one of the most dynamic cities in Europe: Amsterdam
  • Performance-based company that offers 29 vacation days, career advancement, and lucrative compensation, including bonuses and stock potential.
  • Discount on Booking.com accommodations with the “Booking Deal” including other perks and benefits Company-sponsored family and social activities to help our employees become integrated with each other and Dutch culture
  • Diverse and creative colleagues from every corner of the world, you will be able to absorb new skills and grow your career in a multicultural environment.

  Wellbeing & Inclusion

  Directly linked to our mission to make it easier for everyone to experience the world, Inclusion, Diversity, Belonging, Wellbeing and Volunteering (IDBWV) have been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.

  Take it from our Chief People Officer, Paulo Pisano: “At Booking.com, the diversity of our people doesn’t just create a unique workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It’s a place where you can make your mark and have a real impact in travel and tech.”

  Recruitment Process

  • Recruitment Phone Screening
  • Business Interview (Craft focused)
  • Final Interview (Cultural fit focused)

  
  
  

  Pre- Employment Screening:
  
  If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.

• About the company

  Explore the world with Booking.com. Big savings on homes, hotels, flights, car rentals, taxis, and attractions – build your perfect trip on any budget.

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