Service Designer (d/f/m)

Kleinanzeigen; Berlin; Hybrid; EUR 65.000 - 90.000; Vollzeit

Benefits dieser Stelle

Hybrid schedule

Work from anywhere – 20 days

Parental leave

Additional days off

Coaching & wellbeing support

Annual sports events

Pension and life insurance

Development budget

Learning opportunities

Corporate discounts

Referral program

Transport allowance

Free shipping

Zusammenfassung

Kleinanzeigen is seeking a Service Designer to shape the future of Customer Service by designing seamless, scalable and commercially impactful experiences. This hybrid role in Berlin-Charlottenburg reports to the Director Customer Service.

You will drive end-to-end CX strategy, define segmentation and channel strategies, and own AI and automation experiences to balance customer needs with operational efficiency.

Qualifikationen

• 5+ years of experience in Service Design, CX strategy, or related field.
• Proven track record translating CX initiatives into commercial outcomes.
• Experience defining segmentation, channel strategies, and AI-enabled service experiences.
• Data-driven using CSAT, contact data, and funnel analytics.

Aufgaben

• Own the end-to-end Customer Experience strategy across all CS channels, balancing satisfaction with efficiency.
• Co-own the cost-to-serve P&L, define and track KPIs for cost per contact/resolution and ROI.
• Lead customer segmentation and channel strategy, define service tiers and mix of self-service/AI/human support.
• Own the AI and automation experience, ensure consistent interaction design and tone.
• Turn customer insights into action by analyzing CSAT, NPS, and operational data to identify root causes and ROI.
• Drive cross-functional CX initiatives with Product, Data, Tech, UX, PRO, and CS teams.
• Represent the customer voice at leadership level with data-driven business cases for CX investments.

Kenntnisse

Service Design

Cost-to-serve analytics

AI & automation in CX

Data-driven decision making

German & English fluency

Jobbeschreibung

Kleinanzeigen is the leading online classifieds market in Germany. Users buy and sell on Germany's No. 1 for classifieds mainly second-hand. In this way they make an active contribution to more sustainability. On average, more than 55 million ads are available in numerous categories – from children's supplies to electronics and real estate. Kleinanzeigen also offers small and medium-sized businesses the opportunity to present their services online. Around 35 million users per month make Kleinanzeigen one of the most widely used websites in Germany. Kleinanzeigen was launched in September 2009 as eBay Kleinanzeigen. Since June 2021, the company has been part of Adevinta, a global provider of online classified ads. In May 2023, the name was changed to Kleinanzeigen.

The Job

As our Service Designer, you will shape the future of Customer Service at Kleinanzeigen by designing seamless, scalable, and commercially impactful customer experiences. Sitting at the intersection of Customer Experience, AI, and business strategy, you will define how millions of customers interact with our support channels while balancing exceptional experiences with operational efficiency. This is a hybrid role, our office is in Berlin-Charlottenburg. You report to the Director Customer Service.

Job requirements

• You bring 5+ years of experience in Service Design, Customer Experience Strategy, or a related field, ideally within a marketplace, platform, or high-volume Customer Service environment.
• You have a proven track record of translating customer experience initiatives into measurable commercial outcomes, with a strong understanding of cost-to-serve metrics and unit economics.
• You have experience defining customer segmentation, channel strategies, and AI- and automation-enabled service experiences, balancing customer needs with operational efficiency.
• You are data-driven and analytical, using customer feedback, CSAT, contact data, and funnel analytics to identify opportunities and shape service improvements.
• You are an excellent communicator and strategic collaborator with fluent German and English language skills, comfortable influencing cross‑functional stakeholders, presenting to senior leaders, and combining big‑picture thinking with attention to design detail.

Job responsibilities

• Own the end-to-end Customer Experience strategy across all CS channels, balancing customer satisfaction with operational efficiency from first contact to resolution.
• Co‑own the cost-to-serve P&L, defining and tracking KPIs to optimize cost per contact, cost per resolution, and the commercial impact of CX initiatives.
• Lead customer segmentation and channel strategy, defining service tiers and the optimal mix of self‑service, AI, and human support for each customer segment.
• Own the AI and automation experience, ensuring a consistent interaction design, tone of voice, and benchmarking Kleinanzeigen's service against best‑in‑class standards.
• Turn customer insights into action by analyzing CSAT, NPS, operational data, and feedback to identify root causes, prioritize improvements, and measure ROI.
• Drive cross‑functional CX initiatives by partnering with Product, Data, Tech, UX, PRO, and Customer Service teams to embed customer experience into products and automation.
• Represent the customer voice at leadership level, building alignment across stakeholders and presenting data‑driven business cases for CX investments.

Job benefits

At Kleinanzeigen, we care about our people — their wellbeing, growth, and life beyond work. Our benefits are designed to support you holistically, giving you flexibility and opportunities to thrive.

Flexibility

• Flexible working time (hybrid)
• 20 days “work from anywhere”
• Paid additional parental leave for both parents
• Extra paid days off for special occasions (e.g. your wedding or a move)

Wellbeing & Support

• Confidential support & coaching for you and your loved ones
• Annual company sports events
• Pension and life insurance

Growth & Development

• Personal development budget
• Learning opportunities to grow your skills and career

Perks & Everyday benefits

• Corporate benefits and exclusive discounts
• An attractive referral program
• Transportation allowance
• Free shipping on Kleinanzeigen Direktkauf

Kleinanzeigen is an equal opportunity employer that values diversity and inclusion. We welcome people of all backgrounds, races, religions, colours, national origins, gender identities, sexual orientation, ages, marital status, or disability.