Customer Care Service Designer

📍 Job Overview

Job Title: Customer Care Service Designer
Company: Amadeus
Location: Barcelona, Catalonia, Spain
Job Type: Full-time
Category: Customer Service & Support Operations / GTM Operations Support
Date Posted: October 3, 2025
Experience Level: Mid-Level (2-5 years)
Remote Status: On-site

🚀 Role Summary

• This role focuses on the strategic design and implementation of customer care services to enhance user experience and operational efficiency within the Amadeus ecosystem.
• It involves deep collaboration with various business domains and external stakeholders to translate product and solution needs into actionable service requirements.
• A key aspect is managing feedback loops and ensuring service readiness, directly impacting Customer Care Management (CCM) key performance indicators (KPIs).
• The position demands a data-driven approach to problem-solving and process improvement, contributing to Amadeus's digitalization and self-service initiatives.

📝 Enhancement Note: While the title is "Customer Care Service Designer," the responsibilities align closely with a GTM Operations Support or Customer Operations role, focusing on the operational readiness and serviceability of Amadeus products and solutions from a customer support perspective. The role requires a blend of strategic thinking and tactical execution to ensure seamless customer interactions and efficient support processes.

📈 Primary Responsibilities

• Service Planning & Design: Plan, design, and develop new customer care services, ensuring alignment with the Customer Care Management (CCM) strategy, including digitalization and self-service goals.
• Stakeholder Management: Proactively identify, engage, and manage relationships with key stakeholders across Customer Operations, Business Domains (BD Leads, Tribe Leaders, Product Owners), Implementation, Consultancy, and external partners to foster collaboration and drive service improvements.
• Requirement Gathering & Translation: Act as a single point of contact for service requirements related to Amadeus products, solutions, and industry mandates, translating complex needs into clear, actionable service requirements.
• Serviceability Assessment: Evaluate the feasibility, cost, and potential benefits of proposed services, ensuring that new products and solutions are "serviceable" from a customer support perspective.
• Feedback Loop Management: Establish and manage product and solution feedback loops between CCM and Business Domains through mechanisms like Serviceability Reviews and Product Health Cards, ensuring continuous improvement.
• Service Readiness: Ensure that all necessary components for service readiness are in place for new solutions, including appropriate tools, optimized processes, comprehensive troubleshooting guides, and relevant KPIs.
• Cross-Functional Input: Formalize CCM's input into Business Domain processes and Internal Success Contracts (ISCs) during the solution assessment phase.
• Solution Prioritization: Contribute to the prioritization of solutions by working closely with Product Owners and R&D leads, incorporating customer feedback and pain points.
• Information Dissemination: Ensure all CCM stakeholders have access to critical information, such as product roadmaps, project plans, major milestones, and the impact of changes on CCM Agents.
• SME Network Development: Build and nurture a network of Subject Matter Experts (SMEs) within the CCM organization to enhance knowledge sharing and support capabilities.
• Performance Monitoring: Generate relevant metrics to provide visibility into expected project timelines, workload, potential risks, and opportunities for support organizations.
• Change Notification: Notify support organizations of all service additions and changes well in advance of their roll-out.

📝 Enhancement Note: The responsibilities highlight a crucial interface role between product development (Business Domains) and customer support (CCM). The emphasis on "serviceability" and "feedback loops" indicates a need for strong analytical and communication skills to bridge technical product features with practical customer support needs and operational efficiency.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in a business-oriented domain or Engineering is required.

Experience:

• 2-5 years of experience working with Amadeus Products and Solutions.
• Demonstrated experience in planning, designing, and implementing services.
• Proven ability to manage complex stakeholder relationships across different departments and external entities.
• Experience in data analysis and using structured data for decision-making.
• Experience in process improvement and workflow optimization.

Required Skills:

• Customer Care Management (CCM): Deep understanding of customer care operations, KPIs, and strategies.
• Service Design Principles: Ability to conceptualize, design, and document new services that meet customer and business needs.
• Stakeholder Management: Proven ability to build and maintain productive relationships with diverse internal and external stakeholders.
• Data Analysis & Interpretation: Strong analytical skills with proficiency in tools like Excel for data manipulation, analysis, and reporting.
• Problem-Solving: Ability to independently identify, analyze, and solve complex problems with significant latitude.
• Communication Skills: Fluent English proficiency, with strong verbal and written communication abilities to articulate ideas, present feedback, and disseminate information.
• Process Improvement: Experience in identifying inefficiencies and proposing/implementing process enhancements.
• Technical Aptitude: Functional knowledge of Amadeus Products and Solutions, understanding their serviceability.
• Collaboration: Ability to work effectively in a multicultural, matrixed environment, coordinating with various teams.
• Project Management Fundamentals: Understanding of project timelines, milestones, and impact assessment.

Preferred Skills:

• Experience with digitalization and self-service initiatives within customer support.
• Familiarity with product roadmapping and R&D processes.
• Experience in building and leveraging SME networks.
• Knowledge of Serviceability Review and Product Health Card processes.
• Familiarity with Business Domain organizational structures (e.g., BD leads, Tribe leaders).

📝 Enhancement Note: The requirement for "working experience and functional knowledge on Amadeus Products and Solutions" is crucial. Candidates should be prepared to demonstrate this knowledge, potentially through specific project examples or deep dives into how they've interacted with or improved services related to Amadeus offerings. The "structured mindset and used to work with tools like Excel or other databases" suggests a need for strong organizational and data handling capabilities.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Service Design Case Studies: Showcase examples of services you have designed or significantly improved, detailing the problem, your design approach, implementation steps, and measurable outcomes.
• Stakeholder Management Examples: Provide instances where you successfully managed complex stakeholder relationships to achieve a specific operational or service improvement.
• Process Optimization Documentation: Present documentation or examples of processes you have analyzed, optimized, and implemented, highlighting efficiency gains or KPI improvements.
• Data Analysis Reports: Include samples of data analyses performed using tools like Excel, demonstrating your ability to derive actionable insights that influenced service design or operational decisions.

Process Documentation:

• Candidates should be prepared to discuss their approach to documenting service requirements, process workflows, and troubleshooting guides.
• Understanding of how to formalize input from different departments into standardized processes and contracts will be assessed.
• Familiarity with creating documentation that supports service readiness for new solutions is expected.

📝 Enhancement Note: Given the role's focus on design and implementation, a portfolio demonstrating tangible outputs related to service improvements, process documentation, and stakeholder engagement will be highly advantageous. The emphasis on data-driven decision-making means showcasing how data was used to justify designs or measure impact is critical.

💵 Compensation & Benefits

Salary Range:

• Based on industry benchmarks for a Customer Care Service Designer with 2-5 years of experience in Barcelona, Spain, the estimated annual salary range is €35,000 - €50,000. This estimate considers the cost of living in Barcelona, the typical experience level for this role, and the specialized nature of service design within a large tech company.

Benefits:

• Comprehensive Health Insurance: Medical, dental, and vision coverage.
• Retirement Savings Plan: Contributions to a pension scheme.
• Paid Time Off: Generous vacation days, public holidays, and sick leave allowances.
• Professional Development: Opportunities for training, workshops, and certifications relevant to service design, customer care, and Amadeus technologies.
• Employee Assistance Program: Support services for personal and professional well-being.
• Travel Opportunities: Potential for international collaboration and exposure to different Amadeus locations.
• Flexible Working Policies: While this role is on-site, Amadeus may offer some flexibility in working hours.

Working Hours:

• Standard full-time working hours are expected, typically around 40 hours per week. Specific daily schedules may be subject to team and departmental needs, with potential for some flexibility.

📝 Enhancement Note: The salary range is an estimate for the Barcelona location. Actual compensation may vary based on the candidate's specific experience, qualifications, and the final negotiation. Amadeus is a global company, and benefits packages can be quite comprehensive.

🎯 Team & Company Context

🏢 Company Culture

Industry: Travel Technology. Amadeus is a leading provider of IT solutions for the global travel industry, connecting airlines, hotels, car rental companies, and travel agencies. Company Size: Large Enterprise (10,000+ employees). This indicates a structured organization with established processes, extensive resources, and opportunities for career growth. Founded: 1987. Amadeus has a long-standing history and significant experience in the travel technology sector, suggesting stability and deep industry expertise.

Team Structure:

• Customer Care Management (CCM): This is the primary operational team the role supports and interfaces with. It likely consists of various specialized groups focused on customer support, technical assistance, and service delivery.
• Business Domains (BDs): These are the product and solution development arms of Amadeus. The Service Designer will work closely with BD leads, Product Owners, and R&D teams.
• Cross-Functional Collaboration: The role explicitly requires interaction with Implementation, Consultancy, and potentially external industry stakeholders, highlighting a highly collaborative and matrixed environment.

Methodology:

• Data-Driven Decision Making: The role emphasizes using data analysis (e.g., KPIs, customer feedback, performance metrics) to inform service design and operational improvements.
• Agile/Iterative Processes: While not explicitly stated, the mention of Product Owners, Tribe Leaders, and feedback loops suggests an environment that likely embraces agile or iterative methodologies for product and service development.
• Process Optimization: A core methodology involves identifying and implementing improvements to existing processes to enhance efficiency and customer satisfaction.

Company Website: https://www.amadeus.com/

📝 Enhancement Note: Amadeus's position as a global leader in travel technology means the operations environment is complex, highly regulated, and requires a deep understanding of industry nuances. The company's size and history imply a professional, process-oriented culture with a strong emphasis on innovation and customer success.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a mid-level, acting as a specialist designer and coordinator. It requires independent problem-solving and significant latitude but still operates within a defined strategic framework set by senior management. It's a key contributor role, bridging product development and customer support operations. Reporting Structure: The role reports within Customer Care Management (CCM) and has significant dotted-line reporting or collaborative relationships with various Business Domains (BDs). This matrixed structure means influencing without direct authority will be a key skill. The explicit mention of reporting to a "Senior Manager" suggests a clear hierarchy within CCM. Operations Impact: The Customer Care Service Designer directly impacts revenue by ensuring that Amadeus's products and solutions are not only technically sound but also well-supported, leading to higher customer satisfaction, retention, and potentially increased adoption or upsell opportunities. By improving serviceability and customer experience, they contribute to reduced churn and enhanced brand reputation.

Growth Opportunities:

• Specialization: Deepen expertise in specific Amadeus product lines or service design methodologies within the travel tech industry.
• Leadership: Progress to a Senior Service Designer role, leading more complex projects or mentoring junior designers.
• Cross-Functional Transition: Move into Product Management, Business Development, or Implementation roles within Amadeus, leveraging their deep understanding of both product and customer support.
• Process Excellence: Become a subject matter expert in process optimization and operational efficiency for customer-facing functions.
• Global Exposure: Gain experience working on global initiatives and collaborating with teams across different regions.

📝 Enhancement Note: The growth potential in this role is significant due to its central position between product and customer operations. Amadeus's global presence offers diverse career paths for individuals who demonstrate strong analytical, design, and stakeholder management skills.

🌐 Work Environment

Office Type: On-site. The role is based in an Amadeus office in Barcelona. Office Location(s): Barcelona, Catalonia, Spain. This location offers a vibrant urban environment and access to a strong talent pool within the travel tech sector. Workspace Context:

• Collaborative Hub: The office environment is expected to facilitate collaboration, with shared spaces for meetings, brainstorming sessions, and cross-functional team interactions.
• Technology-Rich: Amadeus likely provides employees with access to modern IT tools, software, and infrastructure necessary for their roles, including robust systems for data analysis and communication.
• Global Connectivity: As a global company, the Barcelona office will be well-connected to other Amadeus locations, enabling seamless communication and collaboration with international teams.

Work Schedule:

• The primary schedule will be standard business hours, likely Monday to Friday, approximately 40 hours per week. The nature of the role, involving stakeholder management and project coordination, may require some flexibility to accommodate different time zones or urgent project needs.

📝 Enhancement Note: The on-site requirement in Barcelona suggests an environment that values in-person collaboration, team synergy, and direct engagement with colleagues. Candidates should be prepared for a structured office setting that supports Amadeus's operational needs.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review your application and resume, focusing on relevant experience with Amadeus products, service design, and stakeholder management.
• Technical/Behavioral Interview: Expect interviews with hiring managers and potential team members. These will likely cover your understanding of customer care operations, service design principles, problem-solving methodologies, and how you handle complex stakeholder situations. Expect questions on how you've used data and Excel.
• Case Study/Presentation: You may be asked to prepare a case study or present an example from your portfolio demonstrating your ability to design a service, improve a process, or analyze data to solve a customer care challenge.
• Final Interview: This may involve a more senior leader to assess cultural fit, strategic thinking, and overall suitability for the role and Amadeus.

Portfolio Review Tips:

• Quantify Impact: For every project or example, clearly state the problem, your solution, and the quantifiable results (e.g., % improvement in KPIs, cost savings, efficiency gains).
• Showcase Process: Detail your process for gathering requirements, designing solutions, and managing stakeholders. Use flowcharts or diagrams if helpful.
• Highlight Data Usage: Demonstrate how you used data (especially Excel) to inform your decisions, analyze performance, or justify your recommendations.
• Tailor to Amadeus: Connect your experience and portfolio examples to Amadeus's business and the travel industry where possible.
• Structure for Clarity: Organize your portfolio logically, perhaps by skill area or project type, making it easy for reviewers to navigate.

Challenge Preparation:

• Service Design Scenario: Be ready to discuss how you would approach designing a new service for a specific Amadeus product or addressing a known customer pain point.
• Problem-Solving Exercise: Prepare to tackle a hypothetical operational challenge related to customer support, requiring you to outline your analytical approach and proposed solutions.
• Stakeholder Conflict Resolution: Think about how you would manage conflicting priorities or opinions among different stakeholders (e.g., Product vs. Support).

📝 Enhancement Note: The emphasis on Amadeus products and data analysis (Excel) suggests interviewers will probe for practical, hands-on experience. A strong portfolio that visually represents your design thinking and analytical capabilities will be a significant asset.

🛠 Tools & Technology Stack

Primary Tools:

• Microsoft Excel: Essential for data analysis, reporting, and potentially creating process documentation or models. Proficiency at an advanced level is expected.
• Amadeus Products & Solutions: Deep functional knowledge is required. Candidates should be prepared to discuss specific Amadeus systems they have worked with or understand.
• CRM Systems (e.g., Salesforce, internal Amadeus CRM): While not explicitly mentioned, familiarity with CRM functionalities for managing customer interactions and data is likely beneficial.
• Project Management Software (e.g., Jira, Asana, internal tools): Useful for tracking service development, implementation timelines, and task management.

Analytics & Reporting:

• BI Tools (e.g., Tableau, Power BI, QlikView): While Excel is highlighted, familiarity with Business Intelligence tools for more advanced data visualization and dashboard creation would be a plus.
• Internal Amadeus Reporting Tools: Candidates may need to adapt to Amadeus's proprietary reporting and analytics platforms.

CRM & Automation:

• Service Management Tools (e.g., ServiceNow, Zendesk): Understanding of how customer support tickets are managed and the workflows involved.
• Process Automation Tools: Familiarity with concepts of workflow automation and digitalization as mentioned in the role description.

📝 Enhancement Note: The explicit mention of Excel indicates it's a core tool. Candidates should be prepared to demonstrate advanced Excel skills, including pivot tables, VLOOKUPs, complex formulas, and data visualization. Understanding how these tools integrate with broader CRM and service management platforms is key.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A strong focus on understanding and meeting customer needs through well-designed and efficiently delivered services.
• Collaboration: A commitment to working harmoniously across different departments and with external partners to achieve shared goals.
• Data-Driven Approach: Valuing evidence-based decision-making, relying on data analysis to guide strategy and measure success.
• Innovation & Improvement: A drive to continuously enhance processes, services, and operational efficiency, embracing digitalization and self-service.
• Accountability: Taking ownership of commitments and delivering high-quality work, contributing to the overall success of Customer Care Management.

Collaboration Style:

• Proactive Engagement: Actively seeking out stakeholders, building relationships, and initiating communication to gather information and drive alignment.
• Cross-Functional Synergy: Fostering an environment where different teams (Product, Support, Implementation) work together seamlessly, sharing knowledge and resources.
• Feedback-Oriented: Encouraging open communication and constructive feedback to refine services and processes, ensuring continuous improvement.
• Influence & Persuasion: Effectively communicating the value and rationale behind service designs to gain buy-in from diverse stakeholders.

📝 Enhancement Note: Amadeus's values likely emphasize global teamwork, innovation, and a commitment to the travel industry. The operations team will likely reflect a professional, results-oriented culture that values efficiency and continuous learning.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Matrixed Organization: Effectively influencing and collaborating with stakeholders across multiple departments and reporting lines without direct authority.
• Balancing Product Needs with Support Realities: Translating complex technical product features into user-friendly and supportable customer services.
• Managing Evolving Technology: Keeping pace with Amadeus's product roadmap and industry trends to ensure services remain relevant and effective.
• Data Integration & Analysis: Consolidating data from various sources to gain comprehensive insights and justify service design decisions.
• Global Standardization vs. Local Needs: Designing services that can be globally applicable while accommodating regional variations or specific market needs.

Learning & Development Opportunities:

• Amadeus Product Expertise: Gaining in-depth knowledge of Amadeus's extensive suite of travel technology solutions.
• Advanced Service Design: Developing skills in user experience (UX) design, service blueprinting, and journey mapping.
• Data Analytics & BI Tools: Enhancing proficiency in data analysis, visualization, and reporting tools beyond Excel.
• Project & Program Management: Acquiring formal certifications or experience in managing larger, more complex operational initiatives.
• Industry Certifications: Pursuing relevant certifications in customer experience, service management, or project management.

📝 Enhancement Note: The challenges are inherent to a large, global tech company operating in a dynamic industry. Successfully navigating these will provide significant opportunities for professional growth and skill development.

💡 Interview Preparation

Strategy Questions:

• Service Design Approach: "Describe your process for designing a new customer service for a complex software product. How do you ensure it's both user-friendly and operationally efficient?" (Focus on methodology, stakeholder input, and data usage).
• Stakeholder Engagement: "Tell me about a time you had to gain buy-in for a new service or process from stakeholders with conflicting priorities. How did you manage this?" (Highlight communication, negotiation, and data-driven persuasion).
• Problem Solving & Data Analysis: "Imagine our customer support volume for Product X has increased by 20% this quarter. How would you analyze this situation, and what steps would you take to design a solution?" (Emphasize analytical framework, data sources, and solution ideation).

Company & Culture Questions:

• Amadeus Understanding: "What interests you about Amadeus and the travel technology industry? How do you see your role contributing to our mission?" (Research Amadeus's mission, values, and recent news).
• Team Collaboration: "How do you approach working with technical teams (like R&D) and operational teams (like Customer Care) simultaneously?" (Discuss your matrixed environment experience and communication strategies).
• Impact Measurement: "How would you measure the success of a new service you designed? What KPIs would you track?" (Focus on quantifiable results and alignment with business objectives).

Portfolio Presentation Strategy:

• The STAR Method: Structure your portfolio examples using the Situation, Task, Action, Result (STAR) method to clearly articulate your contributions and their impact.
• Visual Aids: Use diagrams, flowcharts, or screenshots to visually represent service designs, processes, or data analysis outcomes.
• Quantify Everything: For each example, ensure you have clear, measurable results. If exact numbers are not available, explain the qualitative impact and how you would measure it.
• Focus on Problem-Solving: Frame your projects as solutions to specific problems, highlighting your analytical and design thinking process.
• Connect to Amadeus: Be prepared to explain how your past experiences and skills are directly transferable to Amadeus's specific context and challenges.

📝 Enhancement Note: The interview process will likely assess your ability to think strategically, communicate effectively, and apply analytical skills to real-world operational challenges within the travel tech domain. Demonstrating familiarity with Amadeus products and a data-driven mindset will be crucial.

📌 Application Steps

To apply for this Customer Care Service Designer position:

• Submit your application through the Amadeus careers portal via the provided link.
• Tailor Your Resume: Highlight keywords from the job description such as "Service Design," "Customer Care Management," "Stakeholder Management," "Amadeus Products," "Data Analysis," and "Process Improvement." Quantify achievements where possible.
• Prepare Your Portfolio: Curate 2-3 key projects that showcase your service design, stakeholder management, and data analysis skills. Be ready to discuss them in detail, focusing on your process and the measurable impact achieved.
• Research Amadeus: Understand Amadeus's role in the travel industry, its key products, and its stated values regarding Diversity & Inclusion.
• Practice Interview Questions: Rehearse answers to common behavioral and situational questions, particularly those related to problem-solving, stakeholder management, and data-driven decision-making. Prepare to discuss your experience with Amadeus products and Excel.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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