Senior Service Designer – Journey Management (m/w/d)

A JobRad® is more than a bike: behind it sits a service that connects employees, employers and specialist retailers – across many systems, processes and stakeholders. You make these journeys visible and shape them. 
With JobRad®  2.0 we are rebuilding the digital platform behind it. You deliver the journey maps and service blueprints that decisions and development are based on – and turn them into the standards we work with going forward. As the professional lead of our Customer Journey Guild, you bring together the teams that share responsibility for these journeys.

What to expect 
Digital products & platform – JobRad® 2.0: your core focus 

• You create journey maps and service blueprints for our key user groups, connecting frontstage and backstage: user actions, internal processes, systems, data flows and ownership
• You make the gap between current and target state visible – how things work today, how they should work in JobRad® 2.0, and what needs to happen technically, operationally and organisationally to get there
• You work embedded in the product team and bring your insights to where prioritisation and decisions happen. In trade-off discussions, you make sure the consequences for users and processes are understood

Professional lead of the Customer Journey Guild 

• You lead the Customer Journey Guild: you define how journey work is done at JobRad® – methodology, level of detail, tooling (Smaply), ownership for upkeep – and evolve these standards over time
• You lead laterally through expertise, clarity and strong facilitation, bringing together colleagues from Market Research, UX Research and Process Management
  Together with UX Research and Data Analytics, you define the metrics we use to track journeys end to end – along the journey rather than per touchpoint – and connect them with insights from product analytics and Voice of Customer
• You drive the shift from thinking in individual touchpoints towards journey management and contribute actively to our UX community

Together with you, we want to build services that work for everyone involved – and keep driving the shift towards sustainable mobility. 

• At least five years of experience in service design or UX design with a strong service and process focus
• Proven depth in journey mapping and service blueprinting: you have done both repeatedly in complex environments and can show which decisions came out of that work
• Experience with legacy system landscapes and processes that run across multiple business areas
• You have defined metrics for journeys or services yourself and work closely with Data Analytics and Research to back prioritisation with data
• You have led a guild, community of practice or comparable format – without line management responsibility
• You work independently, move confidently between process detail and the bigger picture, and get others to contribute to shared artefacts
• Experience in e-commerce, in process-heavy domains such as leasing or financing, with B2B2C models or with Smaply is a plus

Please send us one or two work samples – a journey map, a blueprint or something comparable. Anonymised is absolutely fine. We are less interested in the polished artefact than in how you got there: how did you gather the knowledge, what decisions came out of it, what actually shipped? A formal portfolio is not required. 
In this role you will work primarily in English – that is the language that needs to be solid. German is a plus but not a requirement: our official company communication is in German, and some areas work primarily in German.