Service Design Consultant (m/w/d)

📍 Job Overview

Job Title: Service Design Consultant (m/w/d) Company: Etribes Connect GmbH Location: Hamburg, Germany & Berlin, Germany Job Type: FULL_TIME Category: Service Design / Digital Innovation Consulting Date Posted: November 4, 2025 Experience Level: Mid-Senior Level (5-10 years) Remote Status: Hybrid

🚀 Role Summary

• Lead the end-to-end innovation process for digital products, services, and platform ecosystems, with a strong emphasis on user-centricity from initial exploration through to prototype validation.
• Develop robust product strategies and service concepts in close collaboration with multidisciplinary, agile teams, guiding ideas from inception to successful market launch.
• Design and facilitate user research methodologies, including user interviews, usability testing, and validation sessions, to derive actionable insights for solution development.
• Analyze user needs, create detailed personas, value propositions, and comprehensive customer journey maps to systematically enhance the overall user experience.
• Act as a trusted advisor and sparring partner for clients, actively contributing to change management processes and presenting compelling concepts and results to diverse stakeholder groups.
• Integrate into agile product teams, working cross-functionally with technology, data, and business units to ensure the practical realization of user-centered solutions.

📝 Enhancement Note: This role is positioned within a digital consultancy, indicating a focus on external client projects and a strong emphasis on strategic advisory and hands-on implementation. The "Consultant" title suggests a need for strong client-facing skills, project management capabilities, and the ability to drive change within client organizations. The hybrid work model suggests a balance between collaborative in-office work and remote flexibility.

📈 Primary Responsibilities

• Own and drive the entire innovation lifecycle for digital products, services, and platform ecosystems, ensuring a consistent user-centric approach from discovery to validation.
• Define and articulate compelling product strategies and service concepts, translating complex user needs and business objectives into tangible solutions.
• Plan, execute, and analyze user research initiatives, including interviews, surveys, and usability testing, to gather critical insights that inform design and development.
• Develop key user experience artifacts such as personas, user journey maps, service blueprints, and value propositions to communicate user needs and proposed solutions effectively.
• Facilitate workshops and design sprints with cross-functional teams and client stakeholders to foster collaboration, ideation, and decision-making.
• Act as a key point of contact for clients, building strong relationships, presenting findings and recommendations, and guiding them through the innovation and implementation phases.
• Collaborate closely with development teams (Tech, Data) to ensure that user-centered designs are technically feasible and effectively implemented.
• Monitor and analyze customer-related Key Performance Indicators (KPIs) to measure the success of implemented services and identify areas for continuous improvement.
• Stay abreast of emerging technological trends, market dynamics, and new business models to ensure innovative and relevant solutions.

📝 Enhancement Note: The responsibilities highlight a blend of strategic thinking, hands-on design execution, and client management. The emphasis on "leading the innovation process" and "ownership" suggests a role requiring significant autonomy and decision-making authority. The mention of "platform ecosystems" implies a need to understand complex digital architectures and their interaction points.

🎓 Skills & Qualifications

Education:

• A completed university degree with a focus on Design, Innovation, Design Thinking, Psychology, Business Administration, or a comparable qualification.

Experience:

• Several years of practical experience in the development and implementation of innovative digital products, services, or ecosystems.
• Proven track record in leading and managing the entire innovation process from ideation to validation.

Required Skills:

• Comprehensive knowledge of modern Service Design and Design Thinking methodologies, with the ability to embed user-centricity within teams and client organizations.
• Expertise in conducting user research, market analysis, competitive analysis, and analyzing customer-related KPIs.
• Strong proficiency in developing key UX artifacts including personas, value propositions, and detailed customer journey maps.
• Experience in planning and moderating user interviews, usability tests, and validation sessions.
• Passion for agile methodologies (Scrum, Kanban) and their application in product development.
• Excellent communication and presentation skills in both German and English, with the ability to engage effectively with diverse stakeholders.
• A keen understanding of technological trends and new business models.
• Willingness to travel for client projects and workshops.

Preferred Skills:

• Experience in a digital consultancy or agency environment.
• Familiarity with service blueprinting and system mapping.
• Experience with prototyping tools and techniques.
• Understanding of data analysis and its application in informing design decisions.
• Demonstrated ability to facilitate change management processes within client organizations.

📝 Enhancement Note: The requirement for both German and English proficiency is critical given the locations in Germany and the international nature of digital consulting. The emphasis on "embedding user-centricity" suggests a need for strong change management and influencing skills, not just design expertise.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 2-3 comprehensive case studies demonstrating leadership in the innovation process of digital products or services.
• Each case study must clearly outline the problem statement, the user-centered methodologies employed (e.g., Design Thinking, Service Design), and the specific role played.
• Highlight the process of user research, insight generation, concept development, prototyping, and validation undertaken.
• Quantify the impact of the solutions presented, using relevant KPIs and metrics where possible (e.g., improvements in user satisfaction, conversion rates, efficiency gains).
• Demonstrate an understanding of how to translate user needs into viable product strategies and service concepts.

Process Documentation:

• Evidence of designing and implementing structured innovation processes within cross-functional teams.
• Examples of creating and utilizing service blueprints, customer journey maps, and user personas to guide development.
• Documentation of how user feedback and validation results were incorporated into iterative design and development cycles.
• Showcase the ability to articulate complex processes and findings clearly to both technical and non-technical audiences.

📝 Enhancement Note: For a Service Design Consultant role, the portfolio is paramount. It should not just display finished products but the process of design and innovation. Candidates should be prepared to walk through their thought process, methodologies, and how they navigated challenges, specifically emphasizing their role in driving user-centricity and business outcomes.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for Service Design Consultants with 5-10 years of experience in major German cities like Hamburg and Berlin, the estimated annual gross salary range is €65,000 - €90,000. This range can vary based on the candidate's specific experience, the complexity of projects, and the final negotiation.

Benefits:

• DeutschlandTicket Subsidy: Contribution towards a public transportation pass for nationwide travel.
• Urban Sports Club Membership: Subsidized access to a wide network of fitness and wellness facilities.
• Company Pension Scheme (Betriebliche Altersvorsorge): Employer-supported retirement savings plan.
• Flexible Work Environment: Options for hybrid work, balancing office presence with remote work flexibility.
• Regular Training and Workshops: Access to continuous learning opportunities, including monthly "E-Day" sessions with keynote speeches and workshops.
• Team Events: Regular company-organized events to foster team cohesion and collaboration.
• Pet-Friendly Office: Offices are equipped to welcome employees' dogs.

Working Hours:

• Standard full-time working hours are approximately 40 hours per week, with flexibility offered through the hybrid work model.

📝 Enhancement Note: The salary estimate is based on typical compensation structures for consulting roles in Germany, taking into account experience level and location. The benefits package emphasizes work-life balance, professional development, and employee well-being, which are attractive to operations and consulting professionals.

🎯 Team & Company Context

🏢 Company Culture

Industry: Digital Consulting / Technology Services. Etribes Connect GmbH operates at the intersection of digital transformation, innovation, and consulting, helping established companies reimagine their products and services in the digital age. Company Size: Etribes Connect GmbH is part of the Etribes group, which is a growing digital consultancy. While specific numbers for Etribes Connect GmbH aren't provided, the parent group is likely to be mid-sized, offering a dynamic environment with opportunities for impact without being overly bureaucratic. Founded: Etribes was founded in 2016, indicating a relatively established but still agile company with a modern approach to digital business.

Team Structure:

• The Service Design Consultant will be part of agile, multidisciplinary product teams, working alongside specialists in technology, data analysis, and business strategy.
• These teams are likely structured to be cross-functional and empowered, reporting upwards through project leads or practice managers within the Etribes Connect structure.
• Collaboration is highly emphasized, with a focus on shared ownership and iterative development cycles.

Methodology:

• Data-Driven Innovation: Utilizing user data, market research, and performance metrics to inform strategic decisions and validate solutions.
• Agile Product Development: Employing frameworks like Scrum and Kanban to manage projects, foster flexibility, and ensure rapid iteration.
• User-Centric Design: Placing the user at the core of all design and development processes, from initial concept to final implementation.
• Collaborative Workshops: Facilitating interactive sessions to drive ideation, problem-solving, and stakeholder alignment.

Company Website: etribes.com (Note: The provided URL was null. This is a general Etribes website. Etribes Connect GmbH is likely a specific division or entity within this group.)

📝 Enhancement Note: The company's focus on "implementation-oriented digital consulting" suggests a practical, results-driven culture. The emphasis on "flat hierarchies" and "team-oriented corporate culture" points towards an environment where individual contributions are valued and collaboration is key.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a Mid-Senior Level, requiring 5-10 years of experience. It signifies a move beyond junior execution to leading initiatives, mentoring others, and influencing client strategy. The "Consultant" title implies a role that interfaces directly with clients and is responsible for driving project outcomes. Reporting Structure: The Service Design Consultant will likely report to a Senior Manager, Practice Lead, or Head of Innovation within Etribes Connect GmbH. They will work within agile product teams, collaborating closely with peers and potentially mentoring junior designers. Operations Impact: The role has a direct impact on client success by helping them innovate and improve their digital products and services. This translates into tangible business outcomes such as increased customer satisfaction, improved conversion rates, enhanced operational efficiency, and the development of new revenue streams for clients. The consultant's work is instrumental in shaping the client's digital future.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of Service Design, such as UX research, interaction design, or platform strategy.
• Leadership: Progress into Senior Consultant, Principal Consultant, or even team lead/practice management roles, overseeing projects and mentoring teams.
• Client Relationship Management: Develop advanced skills in client engagement, strategic advisory, and business development.
• Industry Expertise: Gain exposure to a wide range of industries and business models, broadening strategic perspective.
• Continuous Learning: Participate in ongoing workshops, training, and potentially industry certifications to stay at the forefront of design and innovation trends.

📝 Enhancement Note: The growth path for a consultant often involves deepening expertise within their discipline, moving into client leadership, or transitioning into management roles. The "E-Day" and workshop opportunities suggest a structured approach to professional development within the company.

🌐 Work Environment

Office Type: The company offers hybrid work options from its offices in Hamburg and Berlin, suggesting modern, collaborative office spaces designed to facilitate teamwork and client interactions. Office Location(s):

• Hamburg: Rödingsmarkt 20, 20459 Hamburg
• Berlin: Heidestraße 10, 10557 Berlin These locations are central and accessible, facilitating easy commutes for employees and client visits.

Workspace Context:

• Collaborative Spaces: Offices are likely equipped with meeting rooms, breakout areas, and open-plan workstations conducive to teamwork and brainstorming sessions.
• Tools & Technology: Access to standard office technology, high-speed internet, and potentially specialized design and prototyping software.
• Team Interaction: The hybrid model encourages in-office days for high-collaboration activities, team meetings, and fostering company culture, while remote days allow for focused, individual work.

Work Schedule:

• A standard 40-hour work week is typical, with flexibility in how these hours are structured due to the hybrid arrangement. This allows for focused work on complex design challenges and client engagements.

📝 Enhancement Note: The hybrid model with 2 days per week in the office (inferred from ai_work_arrangement_office_days: 2) indicates a structured approach to balancing remote and in-person collaboration, ideal for the project-based nature of consulting.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV and portfolio to assess qualifications and alignment with the role's requirements.
• First Interview (Hiring Manager/Team Lead): A discussion focusing on your experience, motivation, understanding of service design principles, and specific examples from your background. Expect questions about your approach to user research, strategy development, and client interaction.
• Portfolio Presentation & Case Study: A session where you present 1-2 key projects from your portfolio. Be prepared to detail your role, the methodologies used, the challenges faced, and the outcomes achieved. This is often a critical step to assess practical skills and communication ability.
• Team/Cultural Fit Interview: An opportunity to meet with potential future colleagues. This interview assesses your collaboration style, how you handle feedback, and your fit within the company's agile and team-oriented culture.
• Final Interview (Senior Leadership): Potentially a final discussion with a senior leader to confirm strategic alignment and overall fit for the consultancy.

Portfolio Review Tips:

• Focus on Process: Clearly articulate your thought process, from problem identification to solution validation. Emphasize how you arrived at your conclusions.
• Quantify Impact: Wherever possible, use data and metrics to demonstrate the success and business value of your projects.
• Highlight Collaboration: Showcase how you worked with cross-functional teams and stakeholders, including clients.
• Structure for Clarity: Organize your portfolio logically. For each project, clearly state the objective, your role, the methods used, key insights, the solution, and the results.
• Tailor to the Role: Select projects that best demonstrate your experience in digital product/service innovation, user-centricity, and consulting.

Challenge Preparation:

• Be prepared for potential case study exercises, either during the interview or as a pre-interview assignment. These might involve analyzing a hypothetical business problem, outlining a research approach, or sketching out a service concept.
• Practice articulating your design rationale concisely and persuasively.
• Research Etribes Connect GmbH and its work to understand their approach and client base. Think about how your skills and experience can add value to their specific context.

📝 Enhancement Note: The emphasis on a portfolio presentation and potential case study highlights the practical, results-oriented nature of this consulting role. Candidates should be ready to demonstrate their strategic thinking and execution capabilities.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & UX Tools: Figma, Sketch, Adobe XD (for prototyping and UI design). Miro, Mural (for collaborative whiteboarding, journey mapping, ideation).
• User Research Platforms: Tools for conducting remote interviews, surveys (e.g., Typeform, SurveyMonkey), and usability testing (e.g., UserTesting.com, Lookback).
• Project Management & Collaboration: Jira, Confluence (for agile team workflows, documentation). Slack, Microsoft Teams (for daily communication).

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics (to understand user behavior on digital platforms).
• Data Visualization: Tableau, Power BI (for creating dashboards and reporting on KPIs).
• CRM/Customer Data Platforms: Salesforce, HubSpot (understanding customer data and journey touchpoints).

CRM & Automation:

• While not explicitly stated as a primary focus for the consultant, an understanding of how CRM systems and marketing automation platforms (e.g., Marketo, Pardot) integrate with customer journeys and data is beneficial.

📝 Enhancement Note: As a Service Design Consultant, proficiency in collaboration and visualization tools (Miro, Figma) is crucial. Familiarity with user research platforms and an understanding of how to interpret data from analytics tools are also key to driving user-centric decisions.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and serving user needs in all aspects of product and service design.
• Innovation: A drive to explore new ideas, technologies, and business models to create cutting-edge solutions for clients.
• Collaboration: A belief in the power of teamwork, working effectively across disciplines and with clients to achieve shared goals.
• Impact-Driven: A focus on delivering tangible business results and measurable value for clients through effective design and implementation.
• Agility & Adaptability: Embracing agile methodologies and a flexible mindset to navigate complex projects and evolving market demands.

Collaboration Style:

• Cross-Functional Integration: Actively working with developers, data analysts, strategists, and business stakeholders to ensure holistic solutions.
• Client Partnership: Building strong, trust-based relationships with clients, acting as a collaborative partner rather than just a service provider.
• Open Communication: Encouraging transparent and honest feedback within teams and with clients to foster continuous improvement.
• Knowledge Sharing: A culture of sharing best practices, learnings, and insights across teams and projects.

📝 Enhancement Note: The company culture appears to be modern, agile, and focused on delivering tangible results through collaborative innovation. The emphasis on "flat hierarchies" suggests an environment where contributions from all levels are valued and encouraged.

⚡ Challenges & Growth Opportunities

Challenges:

• Driving Client Adoption: Convincing clients to adopt new user-centric approaches and potentially disruptive innovations, overcoming resistance to change.
• Balancing Stakeholder Needs: Navigating diverse and sometimes conflicting requirements from various client stakeholders (business, IT, users).
• Measuring ROI of Design: Demonstrating the direct financial impact and return on investment of service design initiatives, especially in the early stages.
• Keeping Pace with Technology: Continuously learning and adapting to rapidly evolving digital technologies and their implications for service design.

Learning & Development Opportunities:

• Advanced Service Design & UX Training: Access to specialized courses and workshops to deepen expertise.
• Industry Conferences & Events: Opportunities to attend leading conferences in design, innovation, and digital transformation.
• Mentorship Programs: Learning from experienced consultants and leaders within Etribes.
• Cross-Disciplinary Exposure: Gaining practical experience with adjacent fields like data science, product management, and business strategy.

📝 Enhancement Note: The challenges inherent in a consulting role often involve influencing external stakeholders and demonstrating value. The growth opportunities are geared towards continuous skill enhancement and career progression within the consulting field.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you successfully led a digital product innovation process from ideation to validation. What was your role, what methodologies did you use, and what was the outcome?"
• "How do you approach understanding and synthesizing complex user needs from diverse sources? Can you provide an example of how user insights directly shaped a product strategy?"
• "Imagine a client is hesitant to adopt a new, user-centric approach. How would you build consensus and advocate for your proposed service design solutions?"
• "How do you measure the success of a service design initiative, and what KPIs do you typically focus on?"

Company & Culture Questions:

• "What interests you about Etribes Connect GmbH and our approach to digital consulting?"
• "How do you envision contributing to our team and company culture, given our emphasis on collaboration and agility?"
• "Describe your experience working in agile product teams and collaborating with technical and business counterparts."

Portfolio Presentation Strategy:

• Select 2-3 Strong Case Studies: Choose projects that best highlight your end-to-end service design capabilities, client-facing experience, and impact.
• Structure Your Narrative: For each case study, follow a clear story arc: problem/opportunity, your approach/methodology, key challenges, your solutions/designs, and the measurable results/impact.
• Be Ready for Deep Dives: Anticipate detailed questions about your design decisions, research methods, and how you handled specific project constraints or stakeholder feedback.
• Demonstrate Strategic Thinking: Show how your design work aligns with broader business objectives and contributes to client success.

📝 Enhancement Note: Interview questions will likely probe your ability to think strategically, apply design thinking principles, manage client relationships, and drive tangible outcomes. A strong portfolio presentation is key to demonstrating these skills.

📌 Application Steps

To apply for this Service Design Consultant position:

• Submit your application through the provided application link on the Personio platform.
• Curate Your Portfolio: Ensure your portfolio prominently features case studies that showcase your end-to-end service design process, client interaction, and measurable impact. Tailor the selection to highlight experience in digital product and service innovation.
• Optimize Your CV: Highlight keywords from the job description such as "Service Design," "Design Thinking," "User Research," "Product Strategy," "Agile," and "Client Management." Quantify your achievements with metrics wherever possible.
• Prepare Your Presentation: Practice walking through your portfolio case studies, focusing on clear storytelling, your specific contributions, and the business value delivered. Be ready to articulate your design rationale and problem-solving approach.
• Research Etribes Connect GmbH: Understand their mission, client work, and company culture. Consider how your skills and experience align with their focus on implementation-oriented digital consulting and user-centric innovation.

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