(Senior) Service Designer (f/m/d)

📍 Job Overview

Job Title: (Senior) Service Designer (f/m/d) Company: SAP Fioneer Location: Berlin, Germany Job Type: FULL_TIME Category: Go-to-Market Operations / Product Design Date Posted: 2025-08-18T15:27:11.946 Experience Level: Mid-Level to Senior (2-5 years) Remote Status: On-site

🚀 Role Summary

• Drive user-centric solution development by identifying user needs, behaviors, and pain points within the financial services industry.
• Design and conceptualize user journeys, personas, and usage scenarios to translate insights into tangible product features and service improvements.
• Facilitate design discussions and foster collaborative ideation sessions by leveraging data, user feedback, and design thinking methodologies.
• Act as a key liaison, bridging communication between technical and non-technical stakeholders, including internal teams and external clients, to ensure seamless service delivery and product adoption.
• Contribute to the agile development of next-generation software solutions for insurance and financial services, aligning with SAP Fioneer's mission of innovation and efficiency.

📝 Enhancement Note: While the title is "Service Designer," the context of SAP Fioneer's business (financial services software) and the emphasis on user needs, pain points, and cross-functional collaboration strongly align with Go-to-Market (GTM) and Product Operations roles. The focus on translating user insights into actionable product features and communicating with stakeholders is critical for successful GTM strategies and product adoption. This role bridges the gap between user experience and business value realization, a core function within operations.

📈 Primary Responsibilities

• Conduct in-depth user research, including interviews, surveys, and usability testing, to uncover critical user needs, behaviors, and pain points within complex financial and insurance processes.
• Develop comprehensive user personas, journey maps, and service blueprints to visualize user interactions and identify key touchpoints for improvement and innovation.
• Translate research findings and user feedback into actionable design recommendations and functional requirements for product development teams, ensuring a user-centric approach throughout the lifecycle.
• Facilitate and lead design thinking workshops and brainstorming sessions with cross-functional teams (e.g., product management, engineering, marketing, sales) to co-create innovative solutions and drive consensus.
• Communicate design concepts, user flows, and prototypes effectively to diverse audiences, including executive stakeholders, technical teams, and client-facing personnel, ensuring clear understanding and buy-in.
• Collaborate closely with product managers and engineers to ensure the successful implementation of designed solutions, providing ongoing design guidance and iterating based on feedback and performance data.
• Champion a user-first mindset across the organization, advocating for user needs and educating stakeholders on service design principles and best practices to enhance overall customer experience and product value.
• Analyze market trends and competitor offerings within the financial services technology sector to identify opportunities for differentiation and innovation in service design.

📝 Enhancement Note: The responsibilities described in the raw job description are foundational to service design. For an operations-focused enhancement, we've expanded on how these responsibilities directly impact GTM strategy and product success. The emphasis on translating insights into requirements, facilitating cross-functional workshops, and ensuring implementation aligns with business objectives highlights the operational impact of this role.

🎓 Skills & Qualifications

Education:

• A degree in Product Design, Innovation Design, Human-Computer Interaction (HCI), User Experience (UX) Design, or a closely related field.

Experience:

• Demonstrated experience (ideally 2-5 years) in Service Design, UX Design, Product Design, or a similar role, with a focus on developing user-centered solutions.
• Proven track record of working within fast-paced, evolving environments, preferably within the technology or financial services sectors.
• Experience in process optimization and workflow design, translating user needs into efficient and effective service delivery models.

Required Skills:

• Service Design & UX Expertise: Deep understanding and practical application of service design methodologies, user journey mapping, persona development, and usability testing.
• Design Thinking Proficiency: Mastery of Design Thinking tools and frameworks, including ideation, prototyping, and iterative testing.
• User-Centric Mindset: A strong ability to empathize with users, understand their motivations, and translate these insights into compelling user experiences.
• Cross-Functional Collaboration: Proven ability to work effectively with diverse teams, including product management, engineering, marketing, sales, and customer support, fostering a collaborative and productive environment.
• Moderation & Facilitation Skills: Excellent capabilities in moderating workshops, leading design sprints, and facilitating productive discussions among stakeholders with varying technical backgrounds.
• Communication Proficiency: Exceptional verbal and written communication skills, with the ability to articulate complex design concepts clearly and persuasively to both technical and non-technical audiences.
• Language Fluency: Fluent in both German and English, essential for effective communication within the team and with clients.

Preferred Skills:

• Experience with CRM systems (e.g., Salesforce) and their impact on customer journey mapping.
• Familiarity with agile development methodologies (Scrum, Kanban) and experience integrating design processes within these frameworks.
• Knowledge of financial services or insurance industry processes and customer needs.
• Experience in A/B testing and data analysis to inform design decisions and measure impact.
• Proficiency in design and prototyping tools such as Figma, Sketch, Adobe XD, or similar.

📝 Enhancement Note: The "Senior" aspect of the title suggests a need for strategic thinking and leadership in design processes. We've included skills like CRM familiarity, agile integration, and data analysis, which are crucial for operations-focused roles that bridge design with business execution. Fluency in German and English is a key requirement for this role in Berlin, impacting cross-border collaboration and client engagement.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A curated portfolio showcasing a strong track record in service design, product design, or UX design, demonstrating a clear understanding of user needs and problem-solving capabilities.
• Detailed case studies that highlight your process from initial research and ideation through to solution design and implementation, emphasizing your role and contributions.
• Demonstrations of how you have utilized design thinking methodologies and user-centric approaches to create tangible value and improve user experiences.
• Examples of how you have effectively communicated design concepts and facilitated collaboration with cross-functional teams and stakeholders.
• Evidence of your ability to translate complex business requirements and user insights into intuitive and efficient service designs and product features.

Process Documentation:

• Ability to document service design processes, user workflows, and design decisions clearly and concisely.
• Experience in creating user journey maps, service blueprints, and wireframes that effectively communicate design intent and operational considerations.
• Demonstrated ability to iterate on designs based on feedback, data analysis, and evolving project requirements, maintaining a clear record of changes and rationale.

📝 Enhancement Note: For an operations-focused role, the portfolio must go beyond aesthetics. It needs to demonstrate a structured, repeatable process for identifying, designing, and validating solutions, with a clear link to business outcomes. The emphasis on process documentation and iteration reflects the need for efficiency and continuous improvement in an operational context.

💵 Compensation & Benefits

Salary Range:

• As a guideline for a (Senior) Service Designer in Berlin, Germany with 2-5 years of experience, a competitive salary range is estimated to be between €55,000 and €75,000 annually. This estimate is based on industry benchmarks for similar roles in major German tech hubs, considering factors like cost of living, market demand for design and operations talent, and the typical compensation structure for mid-to-senior level positions within established technology companies.

Benefits:

• Retirement Plan: Comprehensive company-sponsored retirement savings options.
• Health and Wellness Support: Programs and resources dedicated to employee well-being, potentially including health insurance contributions, wellness stipends, or access to fitness facilities.
• Mobility Options: Flexible transportation solutions, such as bicycle leasing programs and commuter allowances, to support sustainable and convenient travel to the office.
• Meal Programs: Subsidized or provided meal options, such as canteen services or meal vouchers, to support employee nutrition and convenience.
• Anniversary Bonuses: Recognition and rewards for employee loyalty and tenure, celebrating milestones with financial bonuses.
• Relocation Cost Reimbursement: Assistance for individuals relocating to Berlin, covering eligible moving expenses to facilitate a smooth transition.
• Flexible Working Environment: An agile and creative atmosphere that encourages new ideas and challenging the status quo.
• Competitive Compensation Packages: Attractive salary and potential for performance-based bonuses.
• Career Advancement Opportunities: Clear paths for professional growth and development within the organization.

Working Hours:

• The role is full-time, with an expected commitment of approximately 40 hours per week. The company emphasizes a flexible working environment, allowing for adaptability in scheduling while ensuring core business needs and collaborative sessions are met.

📝 Enhancement Note: The salary estimate is based on publicly available data for comparable roles in Berlin, Germany. The benefits listed are explicitly mentioned in the job description and are typical for a company of SAP Fioneer's standing, offering a holistic employee value proposition that appeals to operations professionals seeking stability and support.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services Technology (FinTech) Software. SAP Fioneer operates at the intersection of established enterprise technology and the dynamic financial services sector, aiming to digitize and modernize banking and insurance operations. Company Size: SAP Fioneer is a growing global company. While specific employee numbers aren't detailed, its spin-off from SAP suggests a foundation of significant resources, established processes, and a substantial market presence, combined with the agility and focus of a more specialized entity. Founded: SAP Fioneer emerged from SAP's extensive experience in enterprise software, specifically focusing on financial services solutions. This heritage implies a culture that values deep industry knowledge, robust technology, and a commitment to long-term customer relationships, while fostering agility and innovation.

Team Structure:

• The Service Design team is described as "sympathetic" and operating in a "casual atmosphere," working with "some of the biggest and most important banks and insurance providers." This indicates a collaborative, client-focused environment where knowledge sharing and mutual support are encouraged.
• The team works on the "next generation of software solutions," suggesting a forward-thinking approach and a focus on innovation. It’s an agile environment that continuously refines processes to maximize customer value.
• The team is passionate and experienced, eager to share knowledge and learn from new members, pointing towards a mentorship-driven culture and a commitment to continuous professional development.

Methodology:

• Data-Driven Design: The role emphasizes using data, insights, and user feedback to inform design decisions and facilitate discussions, indicating a methodological approach to problem-solving.
• User-Centricity: A core tenet is identifying user needs, behaviors, and pain points to develop solutions with genuine value, placing the user at the center of the design process.
• Agile Process Improvement: The company is described as "agile" and "constantly refining its processes" to deliver maximum customer benefit, suggesting a culture of continuous improvement and adaptation.

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

📝 Enhancement Note: Understanding SAP Fioneer's position as a specialized FinTech entity spun off from SAP is crucial. It suggests a unique blend of established enterprise practices and startup agility. The team's collaborative, knowledge-sharing culture is a significant draw for operations professionals who thrive in environments that value expertise and continuous learning.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a Mid-Level to Senior level, requiring a solid foundation in service design principles and practical application. It offers the opportunity to influence product strategy and user experience within the crucial financial services sector.

Reporting Structure: The specific reporting structure is not detailed, but it's implied that the Service Designer will work closely with product management, engineering, and client-facing teams. This suggests a collaborative matrix structure where influence and communication are key drivers of success, common in agile operations environments.

Operations Impact: The Service Designer directly impacts the company's GTM success by ensuring that software solutions are user-friendly, meet market needs, and provide demonstrable value to financial institutions. By optimizing the user experience and service delivery, this role contributes to customer satisfaction, adoption rates, and ultimately, revenue growth and market differentiation for SAP Fioneer's offerings.

Growth Opportunities:

• Specialization in FinTech Design: Deepen expertise in designing for complex financial and insurance processes, becoming a subject matter expert in a high-demand niche.
• Leadership in Design Thinking: Progress to leading design initiatives, mentoring junior designers, and shaping the overall service design strategy for SAP Fioneer's product portfolio.
• Cross-Functional Career Paths: Transition into roles within Product Management, UX Research, GTM Strategy, or even client-facing roles where design expertise is highly valued.
• Skill Development: Opportunities to learn new design tools, methodologies, and gain deeper insights into the financial services technology landscape through internal training, workshops, and potentially industry conferences.

📝 Enhancement Note: The growth potential is significant, especially for someone looking to bridge design with operational execution in the FinTech space. The emphasis on expertise in financial services and leadership in design thinking offers clear career progression opportunities that align with operational excellence and strategic impact.

🌐 Work Environment

Office Type: The role is based in Berlin and is described as "On-site" with a "flexible working environment." This suggests a modern office setting designed to foster collaboration, creativity, and innovation, typical of tech companies. Office Location(s): Berlin, Germany. Specific office address details are not provided, but Berlin is a major hub for technology and innovation in Europe.

Workspace Context:

• The office environment is characterized by a "casual atmosphere" and a "sympathetic team," promoting a supportive and collaborative workspace.
• It's a place where employees are encouraged to "challenge the status quo" and "think outside the box," fostering an environment conducive to creative problem-solving and user-centric innovation.
• Access to a diverse and global team provides opportunities for cross-cultural collaboration and exposure to different perspectives, enriching the design process and operational execution.

Work Schedule:

• The standard work schedule is full-time, around 40 hours per week. The company promotes a flexible work environment, allowing for some degree of autonomy in managing work hours to balance personal needs with project demands and collaborative requirements.

📝 Enhancement Note: The "on-site" requirement in Berlin, combined with a flexible environment, indicates a company that values in-person collaboration for critical design and ideation processes while offering a degree of work-life balance. This setting is beneficial for operations roles that require close team interaction and brainstorming.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Application review, focusing on resume and portfolio alignment with role requirements. Expect a call from HR or a recruiter to discuss your background and interest.
• Design Challenge/Portfolio Presentation: Candidates will likely be asked to present their portfolio, walking through 1-2 key case studies. This may involve a specific design challenge designed to assess your problem-solving approach, design thinking skills, and ability to articulate your process and rationale.
• Hiring Manager/Team Interview: Interviews with the hiring manager and potential team members to assess technical skills, cultural fit, collaboration style, and understanding of the financial services domain.
• Stakeholder Interview (Potentially): Depending on the seniority, interviews with key cross-functional stakeholders (e.g., Product Management Lead, Engineering Lead) may occur to evaluate collaboration and communication capabilities.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 of your strongest, most relevant case studies that showcase your end-to-end service design process, from research to implementation and impact. Prioritize projects that demonstrate complex problem-solving and user-centric solutions within a business context.
• Highlight Your Process: Clearly articulate your methodology for each project. Use visuals like journey maps, personas, wireframes, and prototypes to illustrate your thinking. Explain why you made certain design decisions.
• Quantify Impact: Whenever possible, include metrics or qualitative feedback that demonstrate the positive impact of your designs on users and the business (e.g., improved conversion rates, reduced task completion time, increased user satisfaction).
• Emphasize Collaboration: Showcase instances where you successfully collaborated with cross-functional teams and managed stakeholder expectations. Explain how you facilitated communication and consensus.
• Tailor to SAP Fioneer: Research SAP Fioneer's products and target market. If possible, subtly tailor your presentation to align with their business goals and challenges in the financial services sector.

Challenge Preparation:

• Understand Design Thinking: Be ready to discuss and potentially apply Design Thinking principles to a given problem. Practice thinking systematically through empathy, ideation, prototyping, and testing.
• User Research Methods: Be prepared to discuss various user research techniques and how you've applied them to gather insights.
• Communication: Practice articulating your thoughts clearly and concisely. Be ready to explain technical concepts in simple terms and defend your design choices with sound reasoning.
• Company Research: Familiarize yourself with SAP Fioneer's mission, products, and the current landscape of financial technology.

📝 Enhancement Note: The interview process for a Service Designer, especially at SAP Fioneer, will heavily weigh the portfolio. Candidates should prepare to not only present their work but also to articulate the business value and operational efficiency their designs bring, demonstrating a strategic understanding beyond pure aesthetics.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Proficiency in industry-standard tools such as Figma, Sketch, Adobe XD, InVision, or similar for creating wireframes, prototypes, and high-fidelity mockups.
• User Research & Analytics: Experience with tools for user interviews, surveys (e.g., SurveyMonkey, Typeform), usability testing platforms, and potentially web analytics tools (e.g., Google Analytics) to gather and analyze user data.
• Collaboration & Project Management: Familiarity with tools like Jira, Confluence, Trello, or Asana for managing design tasks, workflows, and collaborating with development teams.

Analytics & Reporting:

• Ability to interpret data from analytics platforms to inform design decisions and measure the impact of implemented solutions.
• Experience in creating reports or dashboards that visualize user behavior and design performance metrics.

CRM & Automation:

• Familiarity with CRM systems (e.g., Salesforce) for understanding customer data and journey mapping. While not a primary tool for design, understanding how design integrates with CRM processes is beneficial.
• Knowledge of automation tools within design or workflow management can be advantageous for optimizing design processes.

📝 Enhancement Note: The emphasis for this role is on design tools, but understanding how design outputs integrate with broader operational systems like CRMs and project management software is key. This highlights the operational aspect of translating design into actionable business processes and product features.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A fundamental belief in prioritizing the user's needs and experience in all aspects of design and development, ensuring solutions deliver genuine value.
• Innovation & Agility: A commitment to exploring new technologies and methodologies, embracing change, and continuously refining processes to adapt to market demands and improve efficiency.
• Collaboration & Knowledge Sharing: A culture that fosters teamwork, open communication, and the sharing of expertise, creating a supportive environment where everyone can learn and grow.
• Data-Driven Decision Making: Utilizing insights from data, user feedback, and analytics to inform design choices and measure the impact of solutions, ensuring a strategic and results-oriented approach.
• Customer Focus: A dedication to understanding and serving the needs of financial services clients, building strong relationships through effective and valuable software solutions.

Collaboration Style:

• Cross-Functional Integration: The team actively collaborates with product management, engineering, marketing, and sales to ensure a holistic approach to solution development and go-to-market strategy.
• Open Feedback Loops: An environment where constructive feedback is encouraged and valued, facilitating continuous improvement in both individual performance and team processes.
• Knowledge Exchange: Team members are encouraged to share their expertise and learn from one another, creating a dynamic learning environment that accelerates skill development and problem-solving.

📝 Enhancement Note: The team's values and collaboration style are crucial for operations professionals. They indicate an environment that rewards proactive contribution, a willingness to learn and adapt, and a focus on collective success through well-defined processes and open communication.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Financial Processes: Understanding and designing for the intricate and often highly regulated workflows within the banking and insurance sectors presents a significant intellectual challenge.
• Balancing User Needs with Technical Constraints: Effectively translating user desires into feasible solutions within the technical architecture and business objectives of SAP Fioneer's products.
• Driving Adoption of New Technologies: Educating and onboarding clients to adopt new digital solutions and service models, overcoming resistance to change in a traditionally conservative industry.
• Rapidly Evolving FinTech Landscape: Staying abreast of technological advancements, regulatory changes, and market trends in the fast-paced FinTech sector to ensure solutions remain competitive and relevant.

Learning & Development Opportunities:

• FinTech Specialization: Gain deep expertise in the specific design challenges and opportunities within the financial services technology domain.
• Leadership in Design Strategy: Opportunities to lead design initiatives, influence product roadmaps, and contribute to shaping the company's overall design philosophy and operational excellence.
• Industry Exposure: Potential to attend industry conferences, webinars, and training sessions related to FinTech, service design, and UX to stay current with best practices.
• Mentorship: Access to experienced colleagues and potentially formal mentorship programs to guide career development and skill enhancement in service design and operational strategy.

📝 Enhancement Note: The challenges highlight the need for adaptability, strategic thinking, and a proactive approach to learning, all key attributes for successful operations professionals. The growth opportunities are geared towards specialization and leadership within a critical and evolving industry.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to design a solution for a complex user workflow. What was your process, what challenges did you face, and what was the outcome?" (Focus on your methodology, problem-solving, and ability to articulate impact.)
• "How do you balance user needs with technical feasibility and business objectives when designing a product or service?" (Demonstrates your understanding of cross-functional trade-offs and operational constraints.)
• "Walk us through a project where you had to collaborate closely with engineering and product teams. How did you ensure alignment and effective communication?" (Assesses your collaboration skills and ability to integrate design into development cycles.)
• "How do you stay updated on the latest trends in service design and the FinTech industry?" (Shows your commitment to continuous learning and industry awareness.)

Company & Culture Questions:

• "What interests you about SAP Fioneer and our mission in the financial services sector?" (Research the company's values, products, and recent news.)
• "Describe your ideal team environment and how you contribute to a positive and productive workplace culture." (Align your answer with the described team atmosphere and values.)
• "How have you contributed to process improvements or operational efficiency in your previous roles?" (Connect your design work to tangible business benefits and efficiency gains.)

Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly outline the problem, your role, the process you followed, the solutions you designed, and the results achieved.
• Visual Storytelling: Use your portfolio visuals (wireframes, prototypes, journey maps) to guide the audience through your thought process.
• Quantify Results: Whenever possible, present metrics that demonstrate the success of your designs (e.g., increased user engagement, reduced error rates, improved task completion times).
• Highlight Collaboration: Mention how you worked with stakeholders, incorporated feedback, and navigated challenges as a team.
• Prepare for Q&A: Anticipate questions about your design decisions, alternative approaches, and the business impact of your work.

📝 Enhancement Note: Interview preparation should focus on demonstrating not just design skills but also an understanding of business strategy, operational impact, and collaborative effectiveness. The ability to translate design thinking into tangible business value is paramount.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on Workable.
• Portfolio Customization: Ensure your resume and portfolio are tailored to highlight your experience in service design, user research, and cross-functional collaboration within technology or financial services. Select case studies that best demonstrate your process for solving complex user problems and delivering business value.
• Resume Optimization: Craft your resume to emphasize achievements related to process improvement, user-centric solution development, and stakeholder management. Use keywords relevant to service design, UX, Design Thinking, and FinTech.
• Process Walkthrough Practice: Prepare to articulate your design process clearly and concisely, focusing on how you gather insights, ideate solutions, and iterate based on feedback. Practice presenting your portfolio with an emphasis on the "why" behind your design decisions.
• Company & Culture Research: Thoroughly research SAP Fioneer's mission, products, and culture. Understand their position in the FinTech market and be ready to articulate why you are a good fit for their team and values.

⚠️ 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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