Product Design - Service Designer (All genders)

Company Description

More than 20 years ago, zooplus was one of the first to bring the pet category into the world of eCommerce. Today, we stand strong as Europe’s leading online pet platform, delivering moments of happiness to more than 9 million pet parents each year.

We're on a mission to create joy for pets and their parents, driven by our core values of Care, Courage, Openness, and Simplicity. At the heart of everything we do, they inspire us to grow, raise the bar for our customers and fuel a pet-first business.

Job Description

We’re looking for a Service Designer to join our Customer Experience team and help elevate how millions of customers experience zooplus. You’ll drive the development of journey maps, service blueprints, and cross-channel experiences, applying data insights and research to shape services that are as seamless as they are strategic.

🔍 What You’ll Do

Service Design & Research

• Build and evolve Customer Journey Maps and Service Blueprints using research and data
• Collaborate with UX, product, and data teams to integrate insights into design frameworks
• Lead research to uncover user and stakeholder needs
• Ensure consistency across initiatives by applying a holistic service design perspective
  
  

Project Ownership

• Manage mid-sized design initiatives from discovery to delivery
• Maintain clear documentation and accessibility within Journey Management tools
  
  

Stakeholder Collaboration

• Actively engage with business stakeholders throughout the design process
• Align design outputs with business goals and KPIs
  
  

Strategic Impact

• Translate insights into clear stories and actionable design strategies
• Contribute to long-term customer experience improvements that support business growth
  
  

Project & Time Management

• Lead projects within timeline and scope
• Adapt quickly to shifting priorities while maintaining focus on outcomes
  
  

Qualifications

✅ What You Bring

• 3+ years in service design or CX, with hands-on experience in journey mapping & blueprinting
• Degree in Service Design, UX, Human-Centered Design, or related field
• Proven track record managing design projects end-to-end
• Proficiency in tools like Figma, Mural, SharePoint, and PowerPoint
• Strong collaboration and storytelling skills, especially with cross-functional teams
• Fluent English communication skills
  
  

🌟 Bonus Points

• Experience in e-commerce or digital product design
• Familiarity with agile environments
• Comfort using customer insights to shape design decisions
  
  

Additional Information

With more than 1,000 passionate professionals located across 6 European offices, we believe our success comes from working together and leveraging our international strengths. Expect a hybrid work setup: 60% in-office, 40% remote, collaborating with colleagues across locations.

Our benefits:

🐾 20% discount in our zooplus shop

📖 Internal and external training

🎈 Team events

✈️ 28 Annual Vacation Days

🩺 Private Medical Health Insurance

⏰ Hybrid working model (up to 40%Home Office per month)

Want to know more? Learn more about zooplus here, and check out our LinkedIn, Instagram, TikTok and YouTube to get a glimpse into the zooplus culture.

zooplus is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.