Senior Product Designer – Conversational & Service Design (Hybrid)

eDreams ODIGEO; Bellprat; Híbrido; EUR 65.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Prime Plus membership

Relocation support

Flexible benefits

Equipment choice

Descripción de la vacante

eDreams ODIGEO is seeking a Senior Product Designer in Barcelona to map, simplify, and automate complex customer support and retention ecosystems. You will design for both customers and internal agents, focusing on reducing cognitive load and friction across E2E processes.

Bring 5+ years in Product Design, preferably in B2B SaaS or complex domains. You will work in a hybrid setup, shaping systems thinking, conversational AI, and service design to deliver measurable business impact.

Formación

• 5+ years in Product Design, with significant B2B, SaaS, Enterprise Tools, or complex domains.
• Experience mapping end-to-end user/agent journeys across digital and operational touchpoints.
• Ability to see the big picture and understand flow interdependencies.
• Knowledge of Voice/Chatbot interaction patterns and prompt design.
• Experience with flow visualization tools (FigJam, Miro, Lucidchart).
• Familiarity with AI models integrated into product UI/UX.

Responsabilidades

• Design complex end-to-end processes to simplify agent and user experiences.
• Improve internal agent tools and customer self-serve tools for better insights.
• Conduct research and usability studies to inform data-based design decisions.
• Translate business goals and KPIs into design strategies with measurable outcomes.
• Use service blueprinting to connect service levels, processes, and tools.
• Lead conversational AI and VUI design for phone and chat interactions.
• Visualize complex logic into clear flows and diagrams.
• Address edge cases and non-happy-path scenarios in travel ops.
• Collaborate with front-end engineers to provide specs and contribute to the design system.
• Align design decisions with operations and product KPIs and SLAs.

Conocimientos

Product Design

B2B SaaS

Service Design

Systems Thinking

Conversational AI

VUI design

Data-informed

Design Systems

Descripción del empleo

As you contemplate your future, you might be asking yourself,

” What’s the next step?’’ Start your journey with us! 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.

If you’re ready to soar, we’re ready to take you there.

Why eDreams ODIGEO

Join the world’s leading travel subscription platform

We pioneered Prime, the first and world’s leading travel subscription programme since launching in 2017.
Millions of Prime members every year across multiple markets.
5 brands: eDreams, GO Voyages, Opodo, Travellink, and the metasearch engine Liligo
This entire Prime experience is powered by a proprietary, industry-leading AI platform that delivers a smarter, hyper-personalised service and comprehensive travel experience globally to its members.
Diversity is our strength that’s why our eDOers are coming from different nationalities from all continents – 99% permanent contracts Prime members are subscribed to global travel, gaining access to a comprehensive multi-product offering for all their travel needs—including hotels, rail, flights, dynamic packages and car rental, among others— compounded by industry-leading flexibility features and exclusive, member-only benefits.

What you will do:

The Role’s Key Responsibilities and Tasks

• Designing for Complexity & Efficiency: Crafting intuitive solutions for complex E2E processes, from automated flight changes to subscription retention. You will focus on reducing cognitive load for agents and friction for users.
• Agent and Customer Experience (AX & CX) Excellence: Improving the internal tools used by our agents, and the tools used by our customers to self-serve, ensuring they are empowered with user insights.
• Leveraging Research and Insights: Use qualitative and quantitative research, market trends, and best practices to inform design decisions. Participate in user research activities and usability studies to define data-based design solutions.
• Designing with Business Impact: Leverage a deep understanding of business goals, KPIs, and metrics to inform and guide design decisions, connecting design strategies to measurable outcomes.
• Systems Thinking & Service Design: Using Service Blueprinting to understand and design how service levels, internal processes, and tools interconnect. You don’t just design screens; you design the “machinery” behind the service.
• Conversational AI & VUI: Leading the design of Voice AI and Chatbot flows. You will define how our AI interacts with users over the phone and chat to solve problems autonomously.
• Visualizing Logic: Translating intricate business rules and technical constraints into simple, elegant visual flows and diagrams.
• Beyond the “Happy Path”: Deep-diving into corner cases and error handling. You understand that in travel operations, the “edge case” is where the design is truly tested.
• Delivering Technical Specs: Collaborating closely with Front-end engineers to provide functional specs, leveraging and contributing to our Design System to ensure scalability and code consistency.
• Strategic Stakeholder Management: Aligning with operations and product leads to connect design decisions with operational KPIs, service level agreements (SLAs), and performance metrics, and manage expectations throughout the project lifecycle. Effectively communicate the value of the designs, demonstrating how they contribute to business success, and influence stakeholders by showcasing the potential impact on user experience and key performance indicators.

What you need to succeed:

Good to have

• Experience: 5+ years in Product Design, with a significant part of that time spent on B2B, SaaS, Enterprise Tools, or complex Fintech/Logistics products.
• Service Design Mastery: Proven experience in mapping complex, end-to-end user and agent journeys across digital and operational touchpoints.
• Systems Thinking: Ability to see the “big picture” and understand how a change in one part of the flow affects the entire ecosystem.
• Conversational AI & Interaction Design: Practical and conceptual understanding of Voice/Chatbot interaction patterns, multimodal models, and prompt design.
• Logic & Flows: High proficiency in flow visualization (using tools like FigJam, Miro, or Lucidchart) to explain complex logic before moving to high-fidelity UI.
• AI Curiosity: A genuine “hype” and proactive attitude towards AI tools and Generative AI opportunities. You are ready to lead the change in how the company handles automated requests.
• Data-Informed: Ability to use qualitative and quantitative data to justify design choices that improve efficiency and resolution rates.
• Experience working with existing component libraries and design systems, providing clear specs for developers.

Preferred Qualifications

• Experience in Conversational UX or Voice User Interface (VUI) design.
• Background in travel tech or complex booking/disruption management systems.
• Familiarity with how AI models (LLMs) are integrated into product UI/UX.

What’s in it for you?

The best talent deserves the best benefits

Here’s what we offer:

A rewarding Compensation package! Prime Plus membership, competitive salary and benefits package, including flexible benefits, performance-based bonuses, birthday day off, discounts and partnerships, relocation support and the possibility of choosing your equipment and, even better, keeping it for free after 3 years.

Continuous learning to fuel your growth and explore new horizons! Learn and grow with free Coursera access, soft skills workshops, tech training, leadership development, and more. Plus, enjoy a great onboarding program.

Grow opportunities to empower your career, and unleash your potential! Personalised career paths and the eVOLVE Program will help you discover, grow, and thrive. Internal mobility opportunities let you pursue horizontal career changes and promotions.

Your Well-being is our Priority. Embrace Freedom and Flexibility! At eDO, we value flexibility, employee care, and transparency. We offer a hybrid home-office model focused on outcome, not time-in-seat. You’ll be able to find the right work-personal life balance that suits you best.

Work hard, party hard! We believe in having fun and connecting with colleagues! Join eDO for after-work events, padel tournaments, parties, and more. Create communities based on your passions, like sports and music. Come to work as you are, with no dress code, and enjoy free fruit, coffee, and tea at our offices.

Enjoy a dynamic and healthy environment! Be innovative, take risks, and share your ideas. Our diverse and open-minded teams support high performance, learning, and growth. You’ll work in an Agile Mindset environment with recognition at our core.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. Our people are the key to our success. Each one of them is unique in their own way and the respect for their uniqueness is and will always be a passion and motivation. Don’t meet every requirement? If you’re excited about this role but do not feel your experience aligns perfectly with all the requirements we strongly encourage you to apply nevertheless.