Service Designer*in Festnetz (m/w/d/-) - congstar GmbH

📍 Job Overview

Job Title: Service Designer*in Festnetz (m/w/d/-)

Company: congstar GmbH (part of Deutsche Telekom)

Location: Cologne, Germany

Job Type: FULL_TIME

Category: Service Operations & Customer Experience Design

Date Posted: 2025-11-03

Experience Level: 5-10 Years (Mid to Senior Level)

Remote Status: Hybrid (up to 70% Remote possible)

🚀 Role Summary

• Spearhead the design and continuous optimization of internal service processes for fixed-line (Festnetz) services, ensuring optimal customer and agent experiences.

• Drive the evolution of digital and assisted service channels, leveraging technology to elevate customer journeys and operational efficiency.

• Define, monitor, and analyze key process and quality KPIs, translating data-driven insights into actionable improvement strategies.

• Foster strong cross-functional collaboration with Fixed Network teams, Training, Quality Management, and Key Account Management to align service initiatives with business objectives.

📝 Enhancement Note: While the title is "Service Designer," the responsibilities clearly indicate a strong focus on operational process design and optimization within a customer service context, particularly for fixed-line services. This role bridges service design principles with practical, hands-on operations management. The emphasis on internal processes impacting external customer and agent experiences positions this as a critical role within the Service Operations or Customer Experience Operations domain.

📈 Primary Responsibilities

• Service Process Design & Optimization: Architect and refine end-to-end service workflows for fixed-line products, focusing on seamless customer interactions and agent efficacy. This includes mapping current states, identifying pain points, and designing future-state processes that enhance service delivery.

• Digital & Assisted Channel Development: Lead the strategic development and enhancement of digital self-service platforms (e.g., app, web portal) and assisted channels (e.g., call center, chat) to improve accessibility, efficiency, and overall customer satisfaction.

• KPI Definition & Performance Monitoring: Establish critical process and quality metrics (e.g., First Contact Resolution, Average Handling Time, Customer Satisfaction Scores, Agent Satisfaction Scores) for the fixed-line service domain. Regularly track performance against these KPIs and generate comprehensive reports.

• Data-Driven Improvement Initiatives: Analyze performance data, customer feedback, and agent input to identify root causes of service issues and opportunities for improvement. Develop and champion data-backed proposals for process enhancements, system upgrades, or new service offerings.

• Cross-Functional Alignment & Stakeholder Management: Collaborate closely with internal departments such as Fixed Network Product Management, Customer Care Operations, Training & Development, Quality Assurance, and Key Account Management to ensure service process designs are aligned with business strategy, product roadmaps, and operational capabilities.

• Customer Journey Mapping & Enhancement: Create and maintain detailed customer journey maps for fixed-line services, identifying key touchpoints, potential friction points, and opportunities to enhance the overall customer experience at every stage.

• Innovation & Best Practice Integration: Stay abreast of industry trends, emerging technologies, and best practices in service design, customer experience, and telecommunications operations. Proactively propose and pilot innovative solutions to enhance service delivery and operational efficiency.

📝 Enhancement Note: The responsibilities highlight a blend of strategic design thinking and operational execution. The emphasis on "internal service processes for Fixed" and "excellence before customers and at agents" indicates a focus on improving the operational backbone that directly supports customer-facing interactions. This requires a deep understanding of how operational processes translate into tangible customer outcomes.

🎓 Skills & Qualifications

Education:

Experience:

• Several years of progressive professional experience (5-10 years recommended for this level) within a customer service, customer experience (Cx), or service operations environment.

• Demonstrated experience in designing, documenting, and implementing service processes, preferably within the telecommunications sector.

Required Skills:

• Service Process Design: Expertise in methodologies for mapping, analyzing, and redesigning complex service workflows.

• Customer Experience (Cx) Principles: Deep understanding of customer journey mapping, user-centered design, and strategies for enhancing customer satisfaction and loyalty.

• Process Optimization: Strong analytical and problem-solving skills to identify inefficiencies and implement effective improvements.

• Digital Service Channels: Familiarity with the design and operation of online self-service portals, mobile apps, and digital communication tools.

• Analytical Skills: Ability to interpret data, identify trends, and use metrics to drive decision-making. Proficiency in defining and monitoring Key Performance Indicators (KPIs).

• Concept Development & Solutioning: Aptitude for translating business requirements and user needs into practical, actionable concepts and solutions.

• Telecommunications Domain Knowledge: Specific and deep knowledge of the fixed-line (Festnetz) and broadband telecommunications market, including common products, services, and customer challenges.

• Cross-Functional Collaboration: Excellent interpersonal and communication skills to effectively work with diverse teams and stakeholders.

Preferred Skills:

• Experience with Agile methodologies (Scrum, Kanban) in a service operations context.

• Familiarity with Customer Relationship Management (CRM) systems and their role in service delivery.

• Knowledge of Quality Management frameworks and continuous improvement methodologies (e.g., Lean, Six Sigma).

• Experience in managing change initiatives related to service process or technology implementations.

📝 Enhancement Note: The requirement for "tiefe Kenntnisse im Festnetz- und Breitbandbereich" is critical and signals that candidates must have specific industry expertise, not just general service design skills. The "Konzeptionsstärke" and "Analytische Skills" point towards a need for structured thinking and data-driven approaches, common in operations roles.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Service Process Redesign Case Studies: Demonstrate your ability to analyze existing service processes, identify key inefficiencies or pain points, and present a clear, well-documented plan for redesign and optimization. Include the expected outcomes and metrics for success.

• Customer Journey Enhancement Projects: Showcase projects where you've mapped customer journeys, identified critical touchpoints, and implemented changes to improve the customer experience. Quantify the impact of these changes (e.g., increased NPS, reduced churn, improved conversion).

• Digital Channel Optimization Examples: Provide examples of how you have contributed to the design or improvement of digital self-service tools or assisted digital channels, highlighting user experience improvements and operational efficiency gains.

• Stakeholder Alignment & Implementation: Include examples of projects requiring collaboration with multiple departments (e.g., Product, IT, Operations, Sales) where you successfully aligned diverse interests to achieve a common service goal. Detail your role in driving implementation.

Process Documentation:

• Workflow Diagrams & SOPs: Evidence of creating clear, detailed workflow diagrams and Standard Operating Procedures (SOPs) for service processes. These should illustrate logical flow, decision points, and responsibilities.

• Process Improvement Proposals: Samples of proposals outlining recommended process changes, justification based on data (KPIs, customer feedback), expected benefits, and implementation plans.

• Performance Measurement Frameworks: Examples of how you have defined and implemented frameworks for measuring service process performance, including the selection of relevant KPIs and reporting mechanisms.

📝 Enhancement Note: For a role focused on "Service Design" with strong operational components, a portfolio is crucial. It should demonstrate the candidate's ability to translate design concepts into tangible operational improvements. The emphasis here is on practical output and measurable impact, not just theoretical design.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Flexible Working Hours: Adaptable work schedules to accommodate personal needs and optimize productivity.

• Hybrid Work Model: A flexible approach allowing up to 70% remote work, promoting work-life balance and autonomy.

• Workation: Opportunity to work from abroad within the EU for up to 20 days per year, fostering a global perspective and personal enrichment.

• Mental Health Platform Access: Comprehensive support including individual and group sessions, and webinars with psychological experts and coaches.

• Extensive Health Offers: A range of additional health and wellness programs.

• Attractive Employee Discounts: Special pricing on congstar and Deutsche Telekom products and services.

• Subsidized Deutschlandticket: Financial support for public transportation, promoting sustainable commuting.

• Bicycle Leasing: Program to encourage cycling as a mode of transport.

• Flexible Vacation Days & Variable Salary: Choice in the number of vacation days and flexibility in the variable salary component, allowing for personalized compensation packages.

• Individual Development Opportunities: Targeted and personalized training and development programs to support career growth.

Working Hours:

• Standard 40-hour work week. The role offers flexibility through hybrid work and flexible working hours, allowing for adaptation to personal needs while ensuring operational coverage and task completion.

📝 Enhancement Note: The provided benefits are extensive and align with a modern, employee-centric organization like congstar/Deutsche Telekom. The inclusion of "Workation," mental health support, and flexible work arrangements are significant draws for professionals seeking a balanced and supportive work environment. The salary estimate is a crucial addition for candidates in Germany, where transparent salary discussions are common.

🎯 Team & Company Context

🏢 Company Culture

Industry: Telecommunications (Mobile and Fixed-line Services), Digital Services.

Company Size: congstar is part of Deutsche Telekom, a large corporation, but operates with the agility and culture of a fast-growing, innovative company. congstar itself has over 280 employees.

Founded: congstar was founded in 2007. As part of Deutsche Telekom, it benefits from the stability and resources of a global leader established in 1995.

Team Structure:

• Operations Focus: The role is embedded within a team responsible for the operational excellence of congstar's fixed-line services. This team likely comprises specialists in process management, customer service operations, quality assurance, and potentially digital product management.

• Reporting: The Service Designer will report into a management role within the Service Delivery or Customer Experience function, likely a Head of Service Operations or CX Manager, within the fixed-line division.

• Collaboration: High degree of cross-functional interaction is expected with Product Development, IT (for system implementations), Marketing, Sales, and Customer Support teams.

Methodology:

• Agile & Customer-Centric: congstar emphasizes an agile, customer-centric approach, encouraging questioning of existing processes and fostering innovation.

• Data-Driven Decision Making: The role requires a strong reliance on data and KPIs to inform process improvements and strategic decisions.

• Collaborative Environment: The culture promotes open communication, flat hierarchies, and active participation in shaping processes and products.

Company Website: https://www.congstar.de/ and https://growthhub.telekom.com/

📝 Enhancement Note: Highlighting congstar's positioning as a "startup with the security of a corporation" is key. This suggests a dynamic environment that values innovation and employee initiative, while offering the stability of Deutsche Telekom. The emphasis on "bunt" (diverse) and "kreativ" (creative) suggests an inclusive and open culture.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a Mid-to-Senior level specialist. It requires a blend of strategic thinking (design) and operational execution (optimization, KPI monitoring). It's a key contributor role that can influence significant aspects of the fixed-line service delivery.

Reporting Structure: The Service Designer will report to a manager within the Service Operations or Customer Experience domain, likely with dotted-line responsibilities or strong collaborative ties to Fixed Network product teams, Quality Management, and Training departments. This structure allows for direct operational influence and strategic alignment.

Operations Impact: The role has a direct impact on both customer satisfaction and operational efficiency. By optimizing service processes and channels, the Service Designer contributes to:

• Reduced operational costs through streamlined workflows and automation.

• Increased customer loyalty and retention due to improved service experiences.

• Enhanced agent productivity and satisfaction by providing better tools and processes.

Growth Opportunities:

• Specialization: Deepen expertise in fixed-line service operations, digital channel optimization, or customer journey design.

• Leadership: Progress into roles like Service Operations Manager, Head of Customer Experience, or Team Lead for process improvement initiatives.

• Cross-Functional Moves: Transition into product management, project management, or strategic roles within Deutsche Telekom.

• Skill Development: Leverage the company's investment in individual development, further training, and potentially certifications in service design, process management, or Agile methodologies.

📝 Enhancement Note: Emphasizing the growth potential within both congstar and the broader Deutsche Telekom group is a strong selling point. The role offers a clear path from specialized individual contributor to potential leadership positions, aligning with typical career aspirations in operations and CX fields.

🌐 Work Environment

Office Type: Hybrid work model with a primary base at the congstar office in Cologne's Rheinauhafen. The office is described as modern and located in a desirable area.

Office Location(s): Cologne, Germany (specifically in the Rheinauhafen district). Remote work is heavily supported (up to 70%).

Workspace Context:

• Collaborative Spaces: The office environment likely features open-plan areas, meeting rooms, and breakout spaces designed to foster collaboration and innovation, aligning with the company's culture.

• Technology & Tools: Access to modern technology and the necessary tools for service design, process mapping, data analysis, and communication will be provided. This includes company laptops, software licenses, and internal collaboration platforms.

• Team Interaction: While remote work is encouraged, opportunities for in-person interaction with the team and cross-functional colleagues are available and likely encouraged for key brainstorming sessions, strategic planning, and team building.

Work Schedule:

• A 40-hour work week is standard, but the role offers significant flexibility through "Flexible Arbeitszeiten" and the hybrid model. This allows operations professionals to structure their workdays effectively, balancing focused individual work (often best done remotely) with collaborative team activities (potentially in-office).

📝 Enhancement Note: The "up to 70% Remote-Arbeit möglich" is a significant detail for work-life balance and autonomy. The description of the Rheinauhafen office suggests a modern, appealing workspace that contributes to the overall employee experience.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your application, resume, and potentially a brief introductory call with HR or a recruiter to assess basic qualifications and cultural fit.

• Hiring Manager Interview: A detailed discussion with the hiring manager (likely focusing on your experience in service design, fixed-line knowledge, and operational process understanding). This is where your understanding of KPIs and process optimization will be probed.

• Team/Cross-Functional Interview: An interview with potential colleagues or stakeholders from related departments (e.g., Fixed Network team, Quality Management). This assesses your collaborative abilities and how you would integrate into the team.

• Case Study/Presentation (Potential): Depending on the process, you might be asked to prepare a case study related to service process improvement or present a portfolio piece. This would allow you to demonstrate your practical skills and strategic thinking.

• Final Interview: A potential final discussion with a senior leader to confirm fit and align on expectations.

Portfolio Review Tips:

• Focus on Impact: For each project presented, clearly articulate the problem, your role, the solution you designed/implemented, and the measurable results (e.g., % improvement in customer satisfaction, % reduction in handling time, % increase in digital adoption).

• Process-Centricity: Highlight your methodology for process analysis and design. Use flowcharts, diagrams, and clear descriptions to illustrate your thought process and the operational impact.

• Domain Relevance: Emphasize your experience and knowledge within the fixed-line and broadband telecommunications sector. Showcase how you've applied service design principles to unique challenges in this industry.

• Data-Driven Justification: When presenting improvements, clearly link them to specific KPIs and data points. Show that your designs are grounded in analytical insights and aimed at achieving defined operational or customer experience goals.

• Conciseness & Clarity: Prepare a concise presentation that highlights your most relevant achievements. Be ready to elaborate on any aspect of your portfolio during the interview.

Challenge Preparation:

• Process Improvement Scenario: Be prepared to discuss how you would approach optimizing a specific service process (e.g., handling a broadband installation issue, managing a customer complaint about service quality). Think about data sources, stakeholder engagement, and potential solutions.

• KPI Discussion: Understand common KPIs in customer service and telecommunications operations and be ready to explain which ones are most critical for fixed-line services and why.

• Stakeholder Management: Prepare examples of how you've managed conflicting priorities or gained buy-in from different departments for your service design initiatives.

📝 Enhancement Note: The inclusion of a potential case study or portfolio presentation is highly probable for a "Service Designer" role, especially one with strong operational components. Candidates should be ready to showcase tangible work and results.

🛠 Tools & Technology Stack

Primary Tools:

• Process Mapping Software: Tools like Lucidchart, Miro, Visio, or similar for creating detailed workflow diagrams, customer journey maps, and service blueprints.

• Collaboration Platforms: Tools such as Microsoft Teams, Slack, or Confluence for internal communication, documentation, and team collaboration.

• Project Management Tools: Familiarity with tools like Jira, Asana, or Trello for managing process improvement projects and tracking tasks.

Analytics & Reporting:

• BI/Analytics Tools: Experience with business intelligence platforms (e.g., Tableau, Power BI, QlikView) for analyzing performance data and creating dashboards.

• CRM Systems: Proficiency in using CRM systems (e.g., Salesforce, Microsoft Dynamics, or industry-specific platforms) to understand customer interactions and service data.

• Data Analysis Tools: Ability to use tools like Excel or Google Sheets for data manipulation and analysis, and potentially SQL for querying databases.

CRM & Automation:

• Customer Service Platforms: Familiarity with ticketing systems or customer service management software used for tracking and resolving customer issues.

• Digital Service Tools: Experience with content management systems (CMS) for web portals, mobile app development platforms, or chatbot/virtual assistant technologies.

📝 Enhancement Note: While specific tools aren't listed, the responsibilities imply a need for proficiency in process visualization, data analysis, and collaboration tools. Candidates should highlight their experience with any tools that facilitate these functions.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep commitment to understanding and exceeding customer expectations in every service interaction.

• Innovation & Agility: A proactive approach to identifying and implementing new ideas and adapting to market changes, embodying the "startup" spirit within a large corporation.

• Collaboration & Transparency: Open communication, mutual respect, and a willingness to share knowledge and work together across teams.

• Data-Driven Excellence: Relying on data and measurable outcomes to guide decisions and drive continuous improvement in service quality and efficiency.

• Ownership & Accountability: Taking responsibility for one's work and contributing actively to the team's and company's success.

Collaboration Style:

• Cross-Functional Integration: The role requires active collaboration with diverse teams, necessitating strong communication and negotiation skills to align on service objectives.

• Feedback Culture: An environment where constructive feedback is welcomed and used for personal and process development.

• Empowerment: Employees are encouraged to take initiative and contribute to shaping processes and products, fostering a sense of shared ownership.

📝 Enhancement Note: The emphasis on "bunt, kreativ und Bock" (diverse, creative, and eager) points to an energetic and inclusive team culture. Candidates should be prepared to demonstrate how they align with these values in their approach to problem-solving and teamwork.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Innovation with Stability: Integrating new service design concepts and technologies within the established operational framework of a large telecommunications company.

• Complex Stakeholder Landscape: Navigating the needs and priorities of various departments (product, IT, operations, sales) to achieve consensus on service improvements.

• Data Interpretation & Action: Translating complex performance data into actionable insights and securing buy-in for proposed changes.

• Pace of Change: Keeping up with evolving customer expectations and technological advancements in the fast-paced telecommunications sector.

Learning & Development Opportunities:

• Advanced Service Design Training: Opportunities to deepen expertise in CX methodologies, journey mapping, and service blueprinting.

• Telecommunications Industry Insights: Gaining deeper knowledge of fixed-line and broadband technologies, market dynamics, and regulatory environments.

• Agile & Lean Certifications: Potential for training and certification in Agile project management or Lean Six Sigma methodologies to enhance process optimization skills.

• Leadership Development Programs: Access to Deutsche Telekom's extensive leadership development programs for those aspiring to management roles.

📝 Enhancement Note: This section provides a realistic outlook on the role's demands and highlights the supportive environment for professional growth, which is a key attraction for ambitious operations professionals.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you designed or significantly optimized an internal service process. What was the challenge, your approach, and the measurable outcome?" (Focus on process mapping, data analysis, and impact quantification.)

• "How would you approach improving the customer experience for a customer experiencing issues with their fixed-line broadband service?" (Demonstrate understanding of customer journey, empathy, and operational solutions.)

• "Which KPIs are most critical for evaluating the success of fixed-line customer service operations, and why?" (Showcase analytical thinking and understanding of operational metrics.)

Company & Culture Questions:

• "What do you know about congstar's mission and values, and how do you see yourself contributing to them?" (Research their website, recent news, and cultural statements.)

• "How do you approach working in a hybrid environment, and what strategies do you use to maintain strong team collaboration remotely?" (Highlight your self-management and communication skills.)

Portfolio Presentation Strategy:

• Structure your presentation: Problem -> Your Role -> Solution -> Results (Quantified).

• Use visuals: Employ flowcharts, journey maps, and data visualizations to make your points clear and impactful.

• Focus on impact: Clearly articulate the business value and customer benefit of your work.

• Be ready for deep dives: Anticipate questions about your methodology, challenges encountered, and alternative solutions considered.

• Tailor to congstar: If possible, subtly align your examples with the telecommunications industry or the values congstar espouses.

📝 Enhancement Note: Providing specific examples of potential interview questions tailored to a Service Designer role in operations, along with strategic advice, significantly enhances the candidate's preparation.

📌 Application Steps

To apply for this operations position:

• Submit your application through the official application link provided on the congstar Growth Hub careers page.

• Curate Your Portfolio: Select 2-3 key projects that best showcase your service design, process optimization, and fixed-line/broadband expertise. Prepare concise summaries and visual aids (process maps, journey maps, KPI charts) that clearly demonstrate your impact and methodologies.

• Tailor Your Resume: Highlight keywords related to Service Design, Customer Experience, Process Optimization, KPI Management, Fixed Network, Broadband, and cross-functional collaboration. Quantify your achievements with specific metrics wherever possible.

• Prepare Your Narrative: Be ready to articulate your experience and motivations clearly. Practice explaining your portfolio projects and how your skills align with congstar's culture and the role's responsibilities. Prepare thoughtful questions for the interviewers.

• Research congstar: Understand their market position, product offerings, customer base, and company values. Familiarize yourself with their approach to customer service and digital innovation.

⚠️ 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.