Senior Product Designer - Conversational & Service Design (Hybrid)

📍 Job Overview

Job Title: Senior Product Designer - Conversational & Service Design (Hybrid)

Company: Edreams

Location: Barcelona, Catalonia, Spain

Job Type: Full-time

Category: Product Design / Service Design / Conversational AI Design

Date Posted: August 06, 2026

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• Design intuitive, end-to-end solutions for complex customer support and retention ecosystems within a B2B, SaaS, or complex systems environment.

• Enhance both customer experience (CX) and agent experience (AX) by improving internal tools and self-service platforms, leveraging user insights.

• Lead the design and implementation of conversational AI (Chatbot, Voice AI) flows, focusing on autonomous problem-solving for users.

• Apply service design methodologies, such as Service Blueprinting, to understand and optimize the interconnectedness of service levels, internal processes, and tools.

📝 Enhancement Note: This role is positioned within a "travel subscription platform" that leverages AI. The emphasis on complex systems, B2B/SaaS, and conversational AI suggests a focus on operational efficiency and customer retention strategies, particularly within the customer support and subscription management domains.

📈 Primary Responsibilities

• Craft intuitive and efficient solutions for complex end-to-end processes, including automated flight changes, subscription management, and customer retention initiatives, focusing on reducing cognitive load for agents and friction for users.

• Elevate the internal tools utilized by support agents (AX) and customer self-service platforms (CX) by incorporating user insights to empower both user groups.

• Conduct and leverage qualitative and quantitative user research, analyze market trends, and apply best practices to inform and validate design decisions.

• Utilize a deep understanding of business goals, Key Performance Indicators (KPIs), and relevant metrics to connect design strategies to measurable business outcomes and demonstrate ROI.

• Employ Service Blueprinting to map and design the intricate interactions between service levels, internal operational processes, and supporting tools, ensuring a holistic service design.

• Lead the design of Voice AI and Chatbot conversational flows, defining how AI interacts with users via phone and chat to autonomously resolve issues and inquiries.

• Translate intricate business rules, technical constraints, and operational logic into clear, elegant visual flows and diagrams for technical and non-technical stakeholders.

• Proactively design for edge cases, error handling, and complex scenarios common in travel operations to ensure robust and resilient user experiences.

• Collaborate closely with Front-end engineers to deliver detailed functional specifications and contribute to the company's Design System to ensure scalability and code consistency.

• Strategically align with operations and product leadership to connect design decisions with operational KPIs, Service Level Agreements (SLAs), and performance metrics, managing expectations and communicating design value.

📝 Enhancement Note: The responsibilities highlight a strong emphasis on operational efficiency, agent enablement, and automated customer self-service, all within the context of a complex travel ecosystem. The role requires a blend of traditional product design skills with specialized expertise in service design and conversational AI.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a Bachelor's or Master's degree in Design (e.g., Interaction Design, UX Design, Graphic Design), Human-Computer Interaction, or a related field is often preferred for Senior Product Designer roles. Equivalent practical experience will also be strongly considered.

Experience: Minimum of 5 years of progressive experience in Product Design, with a substantial portion focused on B2B, SaaS, Enterprise Tools, or complex Fintech/Logistics products.

Required Skills:

• Proven experience in mapping complex, end-to-end user and agent journeys across digital and operational touchpoints.

• Strong systems thinking ability to understand the interconnectedness of systems and the impact of design changes across the entire ecosystem.

• Practical and conceptual understanding of Voice AI and Chatbot interaction patterns, including multimodal models and prompt design principles.

• High proficiency in flow visualization tools (e.g., FigJam, Miro, Lucidchart) for conceptualizing and communicating complex logic before UI design.

• Ability to use qualitative and quantitative data to justify design choices that drive efficiency and improve resolution rates.

• Experience working with and contributing to existing component libraries and design systems, providing clear technical specifications for developers.

• A proactive and enthusiastic attitude towards leveraging AI tools, particularly Generative AI, to automate requests and drive innovation. Preferred Skills:

• Specific experience in Conversational UX or Voice User Interface (VUI) design.

• Background in travel technology, complex booking systems, or disruption management.

• Familiarity with the integration of AI models (e.g., Large Language Models - LLMs) into product user interfaces and user experiences.

📝 Enhancement Note: The requirements emphasize practical experience in complex B2B/SaaS environments and a forward-thinking approach to AI integration. The preferred qualifications suggest a company that is at the forefront of AI adoption in its operational domains.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 2-3 detailed case studies demonstrating experience in designing for complex B2B/SaaS or enterprise systems, highlighting problem definition, process mapping, and solution design.

• Include examples of service design blueprints or journey maps that illustrate the end-to-end service delivery for a complex process.

• Present designs for conversational interfaces (chatbots, voice assistants) that effectively handle user queries and automate tasks, detailing the interaction logic and prompt design.

• Demonstrate the application of systems thinking, explaining how your designs integrate with existing systems and impact broader operational workflows.

• Highlight projects where you have explicitly focused on improving agent efficiency (AX) or customer self-service (CX) through design interventions. Process Documentation:

• Evidence of creating detailed functional specifications and technical documentation for developers, ensuring clarity and ease of implementation.

• Examples of how you have used flowcharts, wireframes, or prototypes to communicate complex logic and user flows to cross-functional teams and stakeholders.

• Documentation of user research methodologies and insights used to inform design decisions, including how data (qualitative and quantitative) was leveraged.

• Demonstrations of contributions to or utilization of design systems and component libraries, showcasing an understanding of scalability and consistency.

📝 Enhancement Note: A strong portfolio is critical. Candidates should prioritize case studies that clearly articulate the complexity of the problem, the systematic approach taken, the specific operations or service design methodologies employed, and the measurable impact of their design solutions.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for Senior Product Designers with 5-10 years of experience in a major European city like Barcelona, and considering the specialized skills in Service Design and Conversational AI, the estimated annual salary range would be €55,000 - €75,000. This range is an estimate and may vary based on the candidate's specific qualifications, experience, and negotiation.

Benefits:

• Prime Plus membership (company-specific benefit).

• Competitive salary and performance-based bonuses.

• Flexible benefits package.

• Birthday day off.

• Discounts and partnerships.

• Relocation support for international candidates.

• Option to choose and keep company-provided equipment after 3 years.

• Continuous learning opportunities: Free Coursera access, soft skills workshops, tech training, leadership development programs.

• Great onboarding program.

• Opportunities for career growth, including personalized career paths and internal mobility.

• Hybrid home-office model with a focus on outcomes.

• Access to various company social events, tournaments, and parties.

• Communities based on shared passions (sports, music).

• No dress code policy.

• On-site amenities: Free fruit, coffee, and tea.

Working Hours: Standard full-time working hours (estimated 40 hours per week), with a hybrid work model offering flexibility and a focus on outcomes rather than strict time-in-seat.

📝 Enhancement Note: The salary estimate is based on general market data for senior design roles in Spain and incorporates a premium for specialized skills like Conversational AI and Service Design. The extensive list of benefits indicates a strong emphasis on employee well-being and professional development.

🎯 Team & Company Context

🏢 Company Culture

Industry: Online Travel Agency (OTA) & Travel Subscription Platform. eDreams ODIGEO operates within the competitive online travel market, differentiating itself through its subscription model (Prime) powered by AI. This context implies a fast-paced, data-driven environment focused on customer acquisition, retention, and operational efficiency.

Company Size: Large (likely 1,000-5,000+ employees, based on the scale of operations and multiple brands). A large organization structure suggests established processes, potential for cross-functional collaboration, and opportunities for career advancement.

Founded: eDreams was founded in 2000, with the ODIGEO group formed later. The company has a significant history in the online travel sector, indicating stability and evolution. The pioneering of the Prime subscription program since 2017 highlights a culture of innovation and strategic market positioning.

Team Structure:

• The role is within the Product Design Team, which likely collaborates closely with Product Management, Engineering, Data Science, and Customer Operations teams.

• As a Senior Designer, you will likely work on specific product areas or initiatives, reporting to a Design Lead or Head of Product Design.

• Cross-functional collaboration is essential, particularly with operations leads and product managers to align design with operational KPIs and business goals. Methodology:

• Data-driven decision-making, leveraging qualitative and quantitative research, user insights, and business metrics.

• Agile Mindset environment, indicating iterative development, flexibility, and continuous improvement.

• Emphasis on systems thinking and service design to manage complex E2E processes.

• Proactive adoption of AI and Generative AI technologies to enhance user experiences and operational efficiency.

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

📝 Enhancement Note: The company's focus on AI, subscription models, and complex travel operations suggests a culture that values innovation, data analysis, and efficiency. The "eDOer" identity and emphasis on diversity point to an inclusive and collaborative work environment.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level Product Design role, indicating significant autonomy, responsibility for complex projects, and the expectation to mentor junior designers. The focus on Service Design and Conversational AI places it at the intersection of user experience, operational strategy, and emerging AI technologies.

Reporting Structure: The Senior Product Designer will likely report to a Design Lead or Head of Product Design, with close collaboration with Product Managers, Operations Leads, and Engineering teams. This structure allows for strategic alignment and direct impact on business objectives.

Operations Impact: The role is pivotal in optimizing operational efficiency and enhancing customer retention through improved user experiences. By simplifying complex processes, automating support, and designing intelligent conversational interfaces, this role directly contributes to cost reduction, increased customer satisfaction, and revenue growth through subscription renewals and upsells.

Growth Opportunities:

• Specialization: Deepen expertise in Conversational AI design, Voice User Interface (VUI) design, and advanced Service Design methodologies.

• Leadership: Transition into a Design Lead or Managerial role, overseeing design teams and strategic initiatives.

• Cross-Functional Movement: Potentially move into Product Management, focusing on AI-driven products or operational efficiency initiatives.

• Skill Development: Continuous learning through provided training, workshops, and exposure to cutting-edge AI technologies and design practices.

📝 Enhancement Note: The "Senior" title combined with the specialized skills suggests this role is a significant step in a design career, offering opportunities to lead complex projects and shape the future of AI-driven customer interactions and operational efficiency.

🌐 Work Environment

Office Type: Hybrid model, combining remote work flexibility with in-office collaboration. The office in Barcelona is described as dynamic and healthy, with amenities like free fruit, coffee, and tea.

Office Location(s): Bailén, 67-69, Barcelona, Spain. This location is likely in a central area, offering good accessibility for employees commuting from various parts of the city.

Workspace Context:

• A collaborative environment where ideas are shared freely, fostering innovation and risk-taking.

• Access to necessary tools and technology, including support for choosing and keeping equipment.

• Opportunities for interaction with diverse, open-minded teams, promoting a high-performance culture.

• Agile Mindset environment encourages adaptability and continuous improvement.

Work Schedule: Flexible working hours within the hybrid model, emphasizing outcomes over strict adherence to time spent in the office. This allows for better work-life balance and accommodates individual productivity peaks.

📝 Enhancement Note: The hybrid model and emphasis on outcomes suggest a modern work environment that values employee autonomy and well-being, while still fostering collaboration and team connection through in-office days.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review your application and resume, focusing on alignment with the core requirements.

• Portfolio Presentation & Discussion: Expect to present your portfolio, detailing 2-3 key case studies. This will involve explaining your design process, problem-solving approach, systems thinking, and the impact of your solutions, particularly for complex systems or conversational AI. Be prepared to discuss your role in each project, the methodologies used, and how you collaborated with stakeholders.

• Technical/Skills Interview: Deeper dive into your experience with Service Design, Conversational AI design principles, flow visualization tools, and your understanding of AI/Generative AI. You might be asked to walk through a specific design challenge or problem.

• Team/Cultural Fit Interview: Discussions with potential team members and stakeholders (e.g., Product Managers, Operations Leads) to assess collaboration style, communication skills, and alignment with eDreams ODIGEO's values.

• Final Interview: Typically with a senior leader to discuss overall fit, career aspirations, and confirm mutual interest.

Portfolio Review Tips:

• Focus on Complexity: Showcase projects that demonstrate your ability to tackle intricate E2E processes, complex systems, or challenging user scenarios.

• Highlight Systems Thinking: Clearly articulate how your designs integrate into larger systems and impact operational workflows. Use diagrams or blueprints to illustrate this.

• Detail Conversational AI Design: For relevant projects, explain your approach to designing chatbot or voice AI flows, including prompt design, error handling, and user journey mapping.

• Quantify Impact: Wherever possible, present measurable outcomes (e.g., reduction in agent time, increase in self-service resolution rates, improved customer satisfaction scores) and explain how your design contributed to them.

• Showcase Process: Clearly outline your design process, from research and ideation to prototyping, testing, and developer handoff.

Challenge Preparation:

• Service Design Challenge: Be ready to analyze a complex service scenario and propose design solutions using service blueprinting or journey mapping.

• Conversational AI Prompt: You might be asked to design a conversational flow for a specific travel-related scenario or optimize an existing one.

• Systems Thinking Exercise: Prepare to discuss how a change in one part of a travel booking or support system might affect other components and user experiences.

📝 Enhancement Note: The interview process heavily emphasizes practical application of skills, particularly in handling complexity and leveraging AI. A well-curated portfolio that showcases these specific capabilities will be crucial for success.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe Creative Suite (as standard design tools).

• Flow Visualization: FigJam, Miro, Lucidchart (essential for Service Design and mapping complex logic).

• User Research & Testing: Tools like UserTesting.com, Maze, or internal platforms for usability studies and feedback collection.

• Design System Management: Familiarity with working within and contributing to established design systems.

Analytics & Reporting:

• Experience with analytics platforms (e.g., Google Analytics, Amplitude, Mixpanel) to gather quantitative data for design decisions.

• Ability to interpret A/B testing results and performance metrics related to user engagement and conversion. CRM & Automation:

• Understanding of how designs integrate with CRM systems (e.g., Salesforce, HubSpot) and customer support platforms.

• Familiarity with automation tools and workflows relevant to customer service and operational processes.

• Experience designing for AI-driven features, including chatbots and voice assistants.

📝 Enhancement Note: Proficiency in flow visualization tools like Miro or FigJam is explicitly called out, suggesting these are central to the team's collaborative and conceptual design process. Experience with AI integration tools and platforms is also highly valued.

👥 Team Culture & Values

Operations Values:

• Efficiency & Automation: A strong drive to simplify complex processes, reduce manual effort, and leverage technology (especially AI) for automation.

• Data-Driven Decision Making: Reliance on qualitative and quantitative data to inform design choices, measure impact, and justify strategies.

• Customer Centricity (CX/AX): A commitment to creating seamless and empowering experiences for both external customers and internal agents.

• Innovation & Adaptability: Embracing new technologies like Generative AI and adapting to evolving market trends in the travel industry.

• Collaboration & Transparency: Working effectively across teams, sharing knowledge, and maintaining open communication.

Collaboration Style:

• Cross-functional Integration: Actively partnering with Product Management, Engineering, Data Science, and Customer Operations to ensure designs are technically feasible, strategically aligned, and operationally effective.

• Iterative Feedback Loops: Engaging in regular feedback sessions with stakeholders and team members to refine designs and ensure alignment with business goals and user needs.

• Knowledge Sharing: Contributing to the design system, sharing best practices, and mentoring junior designers to foster a learning culture.

📝 Enhancement Note: The company culture appears to value a blend of innovation, operational excellence, and a strong focus on data. The emphasis on "eDOers" and diversity suggests an inclusive environment where collaboration is key to success.

⚡ Challenges & Growth Opportunities

Challenges:

• Designing for Complexity: Simplifying highly intricate, multi-touchpoint customer support and retention processes within the travel industry.

• AI Integration: Leading the design of novel conversational AI experiences and ensuring their seamless integration into existing user journeys and operational workflows.

• Balancing CX/AX: Simultaneously optimizing experiences for both end-customers and internal support agents, often with competing needs.

• Measuring Impact: Quantifying the ROI of design interventions, especially for AI-driven features and complex operational improvements.

Learning & Development Opportunities:

• AI & Conversational Design Mastery: Opportunities to become a leader in designing AI-powered customer interactions and automating complex services.

• Service Design Leadership: Developing expertise in end-to-end service blueprinting and optimizing entire service ecosystems.

• Cross-Functional Exposure: Gaining deep insights into travel operations, AI platforms, and subscription business models.

• Mentorship & Growth Programs: Access to structured career development paths, leadership training, and mentorship within the organization.

📝 Enhancement Note: This role presents a significant opportunity to tackle complex operational challenges using cutting-edge AI and design methodologies, offering substantial professional growth in a rapidly evolving industry.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you designed a complex E2E process. What methodologies did you use, and what was the outcome?" (Focus on Service Design, systems thinking, and quantifiable results).

• "How would you approach designing a conversational AI flow for [specific travel scenario, e.g., flight disruption management]?" (Prepare to discuss prompt design, error handling, user journeys, and AI capabilities).

• "How do you ensure your designs align with operational KPIs and SLAs, especially in a B2B or enterprise context?" (Highlight your experience with stakeholder management and data-driven design). Company & Culture Questions:

• "What excites you about eDreams ODIGEO's approach to AI and subscription travel?" (Research their AI platform, Prime program, and company mission).

• "How do you see your role contributing to both customer experience (CX) and agent experience (AX)?" (Emphasize your understanding of internal tools and self-service platforms).

• "Describe a time you had to influence stakeholders with a design decision that was not initially popular." (Prepare to showcase your communication and persuasion skills). Portfolio Presentation Strategy:

• Structure: Organize your presentation logically: problem, your role, process, solutions, and impact.

• Visuals: Use high-quality visuals, including flow diagrams, service blueprints, wireframes, and mockups.

• Storytelling: Narrate your design journey, highlighting challenges, your thought process, and key decisions.

• Quantify: Whenever possible, present metrics and data to demonstrate the tangible impact of your work.

• AI Focus: If applicable, clearly articulate your contributions to AI-driven features and conversational design.

📝 Enhancement Note: Candidates should prepare to demonstrate not just design skills, but also a strategic understanding of business operations, AI potential, and how design can drive tangible results in a complex, service-oriented industry.

📌 Application Steps

To apply for this Senior Product Designer position:

• Submit your application through the provided link on the eDreams ODIGEO careers site.

• Portfolio Customization: Curate your portfolio to prominently feature 2-3 case studies that best showcase your experience in complex systems, service design, conversational AI, and B2B/SaaS environments. Tailor your case study descriptions to highlight your role and the impact of your work on operational efficiency and user experience.

• Resume Optimization: Ensure your resume clearly outlines your 5+ years of relevant experience, specifically mentioning B2B, SaaS, complex systems, service design, and AI/conversational design. Use keywords from the job description, such as "systems thinking," "service blueprinting," and "conversational AI."

• Interview Preparation: Practice articulating your design process, methodologies, and the impact of your work. Prepare to discuss specific examples of how you've used data, managed stakeholders, and designed for complex operational scenarios. Rehearse your portfolio walkthrough.

• Company Research: Familiarize yourself with eDreams ODIGEO's business model, their AI platform, the Prime subscription program, and their values. Understand how your role contributes to their overall strategy in the travel tech industry.

⚠️ 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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