Service Design Principal Specialist

1089 Outpayce, S.A.U.; Madrid; On-site; EUR 90,000 - 120,000; Full time

Job summary

Amadeus and Outpayce are seeking a Service Design Principal Specialist to shape end-to-end service experiences across both organizations. You will lead strategic service design, work across user needs, business strategy, technology and operations, and translate concepts into usable, scalable digital products.

You will influence stakeholders, run workshops, and coach teams while driving evidence-based design, KPIs, and value framing.

Qualifications

• Significant service or experience design leadership in complex, multi-stakeholder environments.
• Hands-on UX design and/or user research from insight to validated digital experience.
• Experience in fintech, payments, financial services or another regulated environment is highly desirable.
• Proven influence across Product, Technology, Operations and Business teams.
• Experience using AI to accelerate design and research while maintaining human judgment and traceability.

Responsibilities

• Define service design vision, principles and experience priorities for key Outpayce value streams.
• Design complex services using systems thinking, journey models, ecosystem maps and service blueprints.
• Translate service concepts into user flows, wireframes, interaction designs and prototypes.
• Coordinate with Product, Engineering, Operations, Risk, Legal and Customer Support.
• Act as a recognized service design and UX reference across Amadeus and Outpayce initiatives; facilitate workshops and design reviews.

Skills

Service design leadership

UX design

Figma

Research literacy

Strategic thinking

AI-enabled workflows

Facilitation

Stakeholder influence

Systems thinking

Tools

Figma

Job description

Service Design Principal Specialist

Summary of the role: Shape coherent end-to-end service experiences across Outpayce and Amadeus. Working across user needs, business strategy, technology and operations, this role combines strategic leadership with hands‑on service and UX design to make complex solutions usable, scalable and commercially sound. The role influences key stakeholders and cross-functional teams, connecting the overall service experience with the design and validation of digital products, interfaces and interactions. In this role you will be responsible for:

1. 1. Service design strategy and vision

   • Define service design vision, principles and experience priorities for key Outpayce value streams.
   • Identify and prioritize improvements across customer, partner and operational journeys.
   • Establish service standards and success metrics, and support adoption across delivery teams.

2. 2. End-to-end service and systems design

   • Design complex services using systems thinking, journey models, ecosystem maps and service blueprints.
   • Translate service concepts into user flows, wireframes, interaction designs and prototypes.
   • Balance user needs with compliance, risk, operational controls, feasibility and scalability.
   • Coordinate with Product, Engineering, Operations, Risk, Legal and Customer Support.

3. 3. Evidence-based design and research

   • Partner with UX Research and Data to plan and synthesize research.
   • Turn evidence into prioritized opportunities, recommendations and validated concepts.
   • Make assumptions and evidence gaps explicit in decision-making.

4. 4. Business acumen and value framing

   • Connect design outcomes to adoption, satisfaction, revenue enablement, efficiency and risk reduction.
   • Frame options, dependencies, trade-offs and expected value for roadmap decisions.
   • Recommend experience-led decision frameworks and KPIs.

5. 5. Advocacy and influence

   • Act as a recognized service design and UX reference across relevant Amadeus and Outpayce initiatives.
   • Facilitate workshops, co-creation sessions and design reviews to build alignment.
   • Strengthen service design maturity through knowledge sharing and coaching.

About Candidate profile:

• Significant service or experience design leadership in complex, multi-stakeholder environments.
• Hands‑on UX design and/or user research experience, from insight to validated digital experience.
• Experience in fintech, payments, financial services or another regulated environment is highly desirable.
• Proven influence across Product, Technology, Operations and Business teams.
• Experience using AI to accelerate design and research while maintaining human judgment and traceability.

Skills and expertise

• Service design: journey mapping, service blueprinting, ecosystem mapping and systems modelling.
• UX design: information architecture, flows, interaction design, wireframing and prototyping.
• Figma skills, including interactive prototypes, shared components and design systems.
• Research literacy, evidence-based decision-making, facilitation, storytelling and communication.
• Strategic thinking, pragmatic execution and strong business acumen.
• AI-enabled workflows, including prompt and context design, workflow orchestration, evaluation and responsible experimentation.
• Trusted advisor who challenges constructively.
• Comfortable with ambiguity and organizational complexity.
• Strong advocate for service-led thinking beyond the design function.

#LI-EMEA Diversity & Inclusion

Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach its full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience. Amadeus is an equal opportunity employer and committed to an accessible recruitment process. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.