Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer Company: Bondora Location: Tallinn, Harju, Estonia Job Type: Full-Time Category: Service Design / Operations Strategy Date Posted: 2026-02-11 Experience Level: Mid-Senior Level (5-10 years implied) Remote Status: On-site

🚀 Role Summary

• This role focuses on designing and optimizing end-to-end customer journeys within the loan servicing domain, emphasizing a systems-level perspective for complex service ecosystems.
• Key responsibilities include translating intricate regulatory and operational constraints into intuitive customer experiences, driving operational efficiency through service design.
• Success hinges on strong systems thinking, service design methodologies, and the ability to foster cross-functional collaboration to achieve strategic business objectives.
• The position requires a candidate adept at evidence-based design, with proven experience in prototyping, testing, and iterating on service concepts and a robust understanding of UX and product design principles.

📝 Enhancement Note: While the title is "Senior Service Designer," the emphasis on "loan servicing," "operational efficiency," "regulatory requirements," and "scalability" strongly indicates a need for operations-minded thinking. The role bridges design with the practicalities of GTM and operational execution, making it highly relevant for candidates with a background in operations strategy or experience design within regulated industries. The implied experience level of 5-10 years suggests a need for strategic thinking and independent execution.

📈 Primary Responsibilities

• Service Journey Ownership: Lead the design and continuous evolution of end-to-end customer service journeys across the entire loan lifecycle, ensuring seamless transitions between digital and operational touchpoints.
• Systems Thinking Application: Apply a holistic, systems-level perspective to analyze complex service ecosystems, identifying structural improvements and root causes beyond superficial UX enhancements.
• Constraint Translation: Effectively translate complex regulatory requirements, operational workflows, and business objectives into clear, intuitive, and scalable customer-facing experiences.
• Cross-Functional Collaboration: Partner closely with Product Management, Engineering, Business Operations, and other key stakeholders to ensure service designs are both customer-desirable and technically/operationally feasible.
• Evidence-Based Design & Iteration: Design, prototype, test, and iterate on new and improved service concepts, utilizing user research, data analysis, and stakeholder feedback to validate design decisions.
• Research Synthesis: Conduct and synthesize insights from user research, market analysis, and stakeholder interviews to inform strategic design decisions and identify opportunities for service improvement.
• Service Visualization: Create comprehensive service blueprints, detailed customer journey maps, and system diagrams to clearly articulate current and future states, facilitating implementation and understanding across teams.
• Workshop Facilitation: Design and lead workshops and co-design sessions with diverse cross-functional teams to build shared understanding, align stakeholders, and collaboratively identify innovative service solutions.

📝 Enhancement Note: The responsibilities highlight a strong focus on operational execution and problem-solving within a regulated financial environment. Candidates should be prepared to demonstrate experience in translating business needs into actionable service designs that directly impact operational efficiency and customer satisfaction in a post-loan issuance context.

🎓 Skills & Qualifications

Education:

• While no specific degree is mandated, a Bachelor's or Master's degree in Design, Human-Computer Interaction (HCI), Psychology, Business, or a related field is often preferred for senior design roles. Equivalent practical experience will also be strongly considered.

Experience:

• 5-10 years of progressive experience in Service Design, UX Design, Product Design, or a related field, with a significant focus on designing complex, end-to-end customer journeys.
• Proven experience in regulated industries (e.g., FinTech, Banking, Insurance) is highly advantageous, demonstrating an understanding of compliance and operational constraints.
• Experience working within agile development environments.

Required Skills:

• Service Design Expertise: Deep understanding and practical application of service design principles, methodologies, and frameworks.
• Systems Thinking: Demonstrated ability to analyze complex systems, identify interdependencies, and design holistic solutions that address root causes.
• Communication & Visualization: Exceptional verbal, written, and visual communication skills, with proficiency in creating service blueprints, journey maps, system diagrams, and user flows.
• Prototyping & Testing: Hands-on experience with prototyping tools and methodologies (e.g., Figma, Sketch, InVision, Axure) and a strong understanding of iterative, evidence-based testing approaches.
• User-Centered Problem Solving: A structured, analytical approach to problem-solving, grounded in user research, data analysis, and a clear understanding of business objectives.
• Cross-Functional Collaboration: Proven ability to effectively engage, align, and collaborate with diverse stakeholders across Product, Engineering, Operations, Marketing, and Business functions.
• Workshop Facilitation: Experience designing and leading effective workshops and co-creation sessions with cross-functional teams.

Preferred Skills:

• Experience with specific CRM/loan management systems or FinTech platforms.
• Familiarity with user research methodologies, including qualitative and quantitative data analysis.
• Understanding of product management principles and agile development processes.
• Experience in designing for international markets and diverse customer segments.
• Knowledge of business process re-engineering and operational efficiency frameworks.

📝 Enhancement Note: The "Required Skills" are crucial for operations candidates. Emphasizing "Systems Thinking," "Constraint Translation," and "Operational Efficiency" within a service design context aligns directly with operational roles. The ability to create "Service Blueprints" and "Journey Maps" is a key skill for visualizing and optimizing operational workflows.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• End-to-End Journey Design: Showcase at least one significant project demonstrating the design and optimization of a complex, multi-touchpoint customer journey, ideally within a regulated or operational context.
• Systems Thinking Case Study: Include a project where systems thinking was applied to solve a complex problem, illustrating the analysis of interconnected components and the resulting systemic improvements.
• Visualization Examples: Provide clear examples of service blueprints, journey maps, or system diagrams that effectively communicate complex service flows and operational processes.
• Iterative Design Process: Demonstrate a clear process of prototyping, user testing, and iteration, highlighting how feedback and data informed design decisions and led to measurable outcomes.
• Stakeholder Alignment: Evidence of successfully aligning diverse stakeholders (Product, Engineering, Operations, Business) around a shared vision and design solution.

Process Documentation:

• Workflow Mapping & Optimization: Showcase examples of mapping existing workflows, identifying bottlenecks, and designing optimized future-state processes.
• Implementation Support: Illustrate how your designs have been translated into actionable implementation plans and supported cross-functional teams during execution.
• Performance Measurement: Detail how you have defined and tracked key performance indicators (KPIs) to measure the success and impact of your service design initiatives, particularly concerning operational efficiency and customer experience.

📝 Enhancement Note: A strong portfolio is critical for this role. Candidates should focus on demonstrating their ability to analyze, map, and improve complex operational workflows and customer journeys, showcasing tangible results in efficiency, scalability, or customer satisfaction.

💵 Compensation & Benefits

Salary Range:

• Based on industry benchmarks for Senior Service Designers in Tallinn, Estonia, with 5-10 years of experience, a competitive salary range is estimated to be between €45,000 - €65,000 annually. This range can vary based on the candidate's specific experience, skills, and the company's compensation philosophy.

Benefits:

• Generous Vacation: 5 weeks of paid annual leave, offering ample time for rest and rejuvenation.
• Private Healthcare Compensation: Support for private healthcare services, ensuring access to quality medical care.
• Hobby Grant: An allowance to support personal interests and hobbies, promoting work-life balance and employee well-being.
• Mental Healthcare Support: Resources and support systems to promote mental well-being and resilience.
• Share Options: Opportunity to own a part of Bondora's success through employee share options, aligning individual growth with company performance.
• Professional Development Budget: Access to a budget for continuous learning, training, and skill development, crucial for staying ahead in design and operations.
• Relocation Assistance: Potential support for candidates relocating to Tallinn.

Working Hours:

• Standard full-time working hours, typically around 40 hours per week. The company culture suggests flexibility and a focus on impact, so specific daily schedules may be adaptable with manager approval, facilitating efficient work practices and collaboration.

📝 Enhancement Note: The salary range is an estimate based on general market data for senior design roles in Estonia. It's crucial for candidates to research current local market rates and be prepared to negotiate based on their experience and the specific responsibilities of the role. The benefits package is comprehensive and highlights a strong commitment to employee well-being and growth.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Technology (FinTech) Company Size: Growing, with a stated mission to acquire a banking license and expand pan-European operations. This suggests a dynamic, scale-up environment with ambitions for significant growth and regulatory oversight. Founded: 2008, indicating a mature company with over 16 years of operational history and customer service experience.

Team Structure:

• Cross-Functional Collaboration: The role emphasizes close collaboration with Product, Engineering, Operations, and Business stakeholders, indicating a matrixed or agile team structure where cross-functional alignment is paramount for success.
• Reporting to Product Design Leadership: The hiring manager is Halina, Head of Product Design, suggesting that service design is integrated within the product development lifecycle and viewed as a strategic component of user experience.
• Operations Integration: The "Loan Servicing" domain is explicitly mentioned as owning the post-loan experience, implying that the service designer will work closely with or within an operations-centric function, bridging design and operational execution.

Methodology:

• Systems Thinking & Holistic Design: A core operational philosophy that looks beyond surface-level issues to address systemic problems and optimize entire service ecosystems.
• Evidence-Based Decision Making: Design decisions are informed by user research, data analysis, and iterative testing, ensuring that solutions are validated and impactful.
• Agile & Iterative Development: Implied through collaboration with Product and Engineering, suggesting a rapid development cycle focused on continuous improvement and adaptation.
• Customer-Centricity: A foundational principle driving the design of intuitive and seamless customer experiences, balanced with operational efficiency and regulatory compliance.

Company Website: https://bondora.com/

📝 Enhancement Note: Bondora's ambition to acquire a banking license signifies a move towards a more regulated and robust operational framework. This will require the Senior Service Designer to have a keen understanding of compliance, risk management, and scalable operational processes, in addition to design excellence.

📈 Career & Growth Analysis

Operations Career Level:

• This is a Senior-level Service Design role, implying a significant degree of autonomy, strategic input, and responsibility for complex projects. It sits at the intersection of design, product, and operations, offering a unique career path for those looking to influence both user experience and operational effectiveness. The role is expected to lead initiatives and mentor others.

Reporting Structure:

• The role reports to the Head of Product Design, indicating a strategic placement within the design function. However, the daily work will involve close collaboration with Product Managers, Engineers, and importantly, Operations stakeholders, particularly within the Loan Servicing domain.

Operations Impact:

• The Senior Service Designer will directly impact the company's growth trajectory by optimizing the post-loan customer experience, which is critical for customer retention, operational efficiency, and regulatory compliance. By improving service journeys, the role contributes to reducing operational costs, minimizing customer friction, and enhancing overall customer lifetime value, thereby supporting Bondora's ambitious revenue goals.

Growth Opportunities:

• Leadership in Service Design: Potential to grow into a lead service designer role, managing a team or function, and shaping the overall service design strategy for Bondora.
• Operational Strategy Specialization: Deepen expertise in financial services operations and regulatory design, becoming a subject matter expert in complex service ecosystems.
• Cross-Functional Advancement: Opportunities to move into Product Management, Operations Strategy, or Business Process Improvement roles, leveraging a strong understanding of both user needs and business operations.
• Continuous Learning & Development: Access to a budget for skill expansion, industry conferences, and certifications, supporting career progression in a rapidly evolving FinTech landscape.

📝 Enhancement Note: This role offers a unique blend of design and operations. Growth opportunities lie in specializing further in FinTech service design, transitioning into operational leadership, or moving into product strategy where a deep understanding of customer journeys and operational execution is key.

🌐 Work Environment

Office Type: On-site in Tallinn, Estonia. This suggests a traditional office-based work environment that fosters in-person collaboration and team cohesion. Office Location(s): Tallinn, Estonia. This provides a base in a vibrant capital city known for its tech scene and European connectivity.

Workspace Context:

• Collaborative Atmosphere: Bondora emphasizes building the future of finance together, implying a collaborative environment where ideas are shared freely. The on-site nature will facilitate spontaneous discussions and team problem-solving sessions.
• Tools & Technology: As a FinTech company, expect access to modern design and collaboration tools. The role will likely involve working with digital design software, project management tools, and potentially internal operational systems.
• Cross-Functional Interaction: The role is designed for extensive interaction with various departments, offering ample opportunities to understand different facets of the business and build a strong internal network.

Work Schedule:

• A standard 40-hour work week is expected, with potential for flexibility. The emphasis on impact over strict hours suggests a results-oriented culture, where efficient work practices are valued. This allows operations professionals to manage their time effectively while ensuring critical service design and operational tasks are completed.

📝 Enhancement Note: The on-site requirement in Tallinn is key. For operations professionals who thrive on in-person collaboration, team synergy, and a structured work environment, this will be an attractive aspect. It also implies a company culture that values direct interaction and team cohesion.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening (Kerli, Talent Acquisition Partner): A preliminary conversation to assess basic qualifications, cultural fit, and alignment with Bondora's mission and values. Be prepared to discuss your career aspirations and why Bondora appeals to you.
• Hiring Manager Interview (Halina, Head of Product Design): A deeper dive into your service design experience, systems thinking capabilities, and approach to solving complex problems. Expect discussions about your portfolio and how you've handled similar challenges.
• Case Study & Personality Survey: A practical assessment designed to evaluate your problem-solving skills, design thinking process, and ability to apply concepts to real-world scenarios. This is a crucial step for demonstrating your operational and design acumen.
• Stakeholder Engagement: Interviews with key stakeholders from Product, Engineering, and Operations. This stage assesses your ability to collaborate, communicate effectively, and align diverse perspectives. Be ready to discuss how you've managed stakeholder relationships and driven consensus.
• Offer: A final offer extended to successful candidates.

Portfolio Review Tips:

• Focus on Impact: For each project, clearly articulate the problem, your role, the process you followed, the solutions you designed, and most importantly, the measurable impact (e.g., improved efficiency, reduced errors, higher customer satisfaction, cost savings).
• Showcase Systems Thinking: Highlight projects where you analyzed complex systems, identified interdependencies, and designed solutions that addressed systemic issues rather than isolated symptoms. Use service blueprints and system diagrams effectively here.
• Demonstrate Operational Understanding: If possible, include projects that involved navigating regulatory constraints, optimizing operational workflows, or improving efficiency in a process-driven environment.
• Structure for Clarity: Organize your portfolio logically, perhaps by project type or by showcasing a range of skills. Ensure each case study tells a compelling story with clear visuals and concise explanations.
• Prepare for Walkthrough: Be ready to walk through your portfolio with interviewers, explaining your design choices and the rationale behind them. Anticipate questions about your process, challenges, and outcomes.

Challenge Preparation:

• Understand the Context: Review Bondora's business, particularly its loan servicing operations, and the challenges of operating in the FinTech space.
• Apply the Framework: Practice applying service design and systems thinking methodologies to a hypothetical or real-world problem related to loan servicing, customer onboarding, or payment processing.
• Focus on Deliverables: Be prepared to produce specific deliverables (e.g., a journey map, a service blueprint, a proposed solution concept) within a given timeframe.
• Communicate Your Process: Clearly articulate your thought process, assumptions, and decisions throughout the case study. Demonstrate how you would involve stakeholders and use data to inform your work.

📝 Enhancement Note: The interview process is structured to assess practical skills and operational thinking. Candidates should prepare to demonstrate their ability to translate design principles into tangible operational improvements and effectively communicate complex ideas to diverse stakeholders.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, InVision, Axure (or similar industry-standard tools for creating user interfaces, prototypes, and service blueprints).
• Diagramming & Visualization: Miro, Lucidchart, Visio (for creating service blueprints, journey maps, system diagrams, and workshop outputs).
• User Research Platforms: Tools for conducting user interviews, surveys, and usability testing (specific tools may vary, but familiarity with the principles is key).

Analytics & Reporting:

• Data Analysis Tools: Familiarity with data analysis principles is crucial. While not explicitly stated as a design tool, the ability to interpret data from tools like Google Analytics, Amplitude, Mixpanel, or internal BI dashboards will be essential for evidence-based design.
• Reporting Dashboards: Experience interpreting data presented in dashboards (e.g., Tableau, Power BI) to understand user behavior and operational performance.

CRM & Automation:

• CRM Systems: Understanding of how CRMs (e.g., Salesforce, HubSpot) function and integrate with customer journeys, particularly in managing customer interactions and data.
• Loan Management Systems: Familiarity with or ability to quickly learn the intricacies of loan servicing and management platforms, understanding their operational workflows and constraints.
• Process Automation Concepts: While not a direct automation tool, an understanding of how automation impacts service design and operational efficiency is beneficial.

📝 Enhancement Note: For operations professionals, understanding the tools used for visualization and process mapping (like Miro or Lucidchart) is critical. Familiarity with how design tools integrate with operational data and CRM systems will be a significant advantage, showing an understanding of the end-to-end process.

👥 Team Culture & Values

Operations Values:

• Customer Focus: A commitment to understanding and meeting customer needs, even within complex operational and regulatory frameworks.
• Efficiency & Scalability: A drive to optimize processes, reduce waste, and design services that can scale with business growth and evolving market demands.
• Data-Driven Decision Making: Valuing insights derived from data and user research to inform strategy and design choices, ensuring a rigorous approach to problem-solving.
• Collaboration & Transparency: Encouraging open communication, knowledge sharing, and teamwork across departments to achieve shared goals.
• Continuous Improvement: A mindset of always looking for ways to enhance services, processes, and customer experiences through iteration and innovation.

Collaboration Style:

• Cross-Functional Partnership: The role is built on strong partnerships with Product, Engineering, and Operations, requiring effective communication, active listening, and the ability to build consensus among diverse stakeholders.
• Workshop-Driven Ideation: A collaborative approach that leverages workshops and co-design sessions to foster shared understanding and generate innovative solutions.
• Feedback Integration: An open culture for receiving and providing constructive feedback, essential for iterative design and continuous improvement in both design and operational processes.
• Impact-Oriented: Teams are likely focused on delivering tangible business outcomes and measurable improvements, aligning individual contributions with company objectives.

📝 Enhancement Note: Bondora's culture appears to value a blend of customer-centricity, operational pragmatism, and collaborative innovation. Operations candidates will find resonance in the emphasis on efficiency, scalability, and data-driven decision-making.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Needs: Navigating the inherent tension between customer desires, stringent regulatory requirements, and the need for operational efficiency and scalability in a FinTech environment.
• Complexity of Loan Servicing: Designing intuitive experiences for a lifecycle that can involve complex financial transactions, potential delinquencies, and diverse customer situations.
• Cross-Departmental Alignment: Achieving consensus and driving adoption of new service designs across multiple departments with potentially competing priorities.
• Rapid Growth Environment: Adapting service designs and processes to support rapid business expansion into new markets and product offerings.

Learning & Development Opportunities:

• Deep Dive into FinTech Operations: Gain unparalleled experience in the operational intricacies of a growing FinTech company, especially one pursuing a banking license.
• Advanced Service Design Techniques: Hone skills in complex journey mapping, service blueprinting, and systems thinking within a high-impact context.
• Cross-Functional Expertise: Develop a strong understanding of product development, engineering principles, and operational management through close collaboration.
• Industry Conferences & Training: Utilize the provided budget to attend relevant conferences (e.g., design, FinTech, operations) and pursue certifications to enhance skill sets.
• Mentorship: Opportunities to learn from senior leaders in Product Design and potentially Operations, gaining insights into strategic decision-making and career progression.

📝 Enhancement Note: The challenges presented are typical for operations-focused roles in regulated industries. The growth opportunities highlight the potential for deep specialization in FinTech operations and strategic design leadership.

💡 Interview Preparation

Strategy Questions:

• Prepare to discuss how you would approach designing a new customer onboarding flow for a loan product, considering regulatory compliance, operational capacity, and user experience.
• Explain your process for identifying and addressing friction points in the existing loan repayment journey, detailing how you would use data and user feedback.
• How would you design a service to handle customer inquiries related to loan modifications or difficulties in making payments, ensuring both customer satisfaction and operational efficiency?

Company & Culture Questions:

• Research Bondora's mission, values, and recent business developments (e.g., pursuit of a banking license). Be ready to articulate why you are a good cultural fit for a dynamic FinTech company.
• Discuss your experience working in collaborative, cross-functional teams and how you manage differing opinions or priorities.
• How do you measure the success of your service design initiatives, particularly in terms of operational impact and customer lifetime value?

Portfolio Presentation Strategy:

• Problem-Solution-Impact Narrative: Structure each case study around a clear problem statement, the innovative solutions you designed, and the quantifiable impact achieved.
• Visual Storytelling: Use your service blueprints, journey maps, and prototypes to visually communicate your process and findings. Explain the "why" behind your design choices.
• Focus on Operational Relevance: Highlight aspects of your projects that demonstrate an understanding of operational constraints, efficiency improvements, or regulatory considerations.
• Be Prepared for Deep Dives: Anticipate detailed questions about your methodology, the trade-offs you made, and how you would adapt your solutions to different contexts.

📝 Enhancement Note: Candidates should frame their answers and portfolio examples through an operational lens, emphasizing efficiency, scalability, and process optimization alongside user experience.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your application through the provided link on Greenhouse.
• Tailor your Resume: Highlight experience in service design, systems thinking, customer journey mapping, and any relevant work in FinTech or regulated industries. Quantify achievements whenever possible (e.g., "Reduced customer service inquiries by X% through improved self-service journey").
• Curate Your Portfolio: Select projects that best showcase your skills in designing complex journeys, applying systems thinking, visualizing processes, and achieving measurable impact. Ensure it's easily accessible (e.g., a personal website or PDF).
• Prepare for the Case Study: Understand the typical structure of case studies in design and operations. Practice articulating your thought process clearly and concisely, focusing on how you would approach a problem within Bondora's context.
• Research Bondora: Familiarize yourself with their products, mission, and recent news. Understand their strategic goals, particularly the banking license acquisition, and think about how service design contributes to those objectives.

⚠️ 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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