Service Designer (d/f/m)

📍 Job Overview

Job Title: Service Designer (d/f/m)

Company: Kleinanzeigen.de GmbH

Location: Berlin, Germany

Job Type: Regular / Full-Time

Category: Customer Experience / Service Operations

Date Posted: August 10, 2026

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• Drive the strategic design and execution of customer service experiences across all support channels, focusing on a balance between exceptional customer satisfaction and robust operational efficiency.

• Lead the development and implementation of AI and automation initiatives within customer service, ensuring seamless user journeys and a consistent brand voice.

• Leverage deep data analysis of customer feedback, CSAT, NPS, and contact metrics to identify root causes of issues and spearhead impactful service improvements.

• Own and optimize key performance indicators (KPIs) related to cost-to-serve, cost per contact, and cost per resolution, directly impacting the company's P&L.

• Serve as the primary advocate for the customer voice at the leadership level, building cross-functional alignment and presenting data-driven business cases for customer experience investments.

📝 Enhancement Note: This role is positioned as a strategic leadership opportunity within Customer Service, focusing on designing scalable and commercially viable customer interactions. The emphasis on "cost-to-serve P&L" and "unit economics" suggests a strong business acumen requirement, aligning this role with GTM and Revenue Operations principles rather than purely UX design.

📈 Primary Responsibilities

• Own the end-to-end Customer Experience (CX) strategy for all Customer Service (CS) channels, from initial customer contact through to final resolution, ensuring a cohesive and positive journey.

• Co-own the cost-to-serve Profit & Loss (P&L) statement, defining, tracking, and optimizing critical KPIs such as cost per contact, cost per resolution, and the overall commercial impact of CX initiatives.

• Lead the definition of customer segmentation and channel strategy, determining appropriate service tiers and the optimal mix of self-service, AI-powered support, and human agent interactions for distinct customer groups.

• Drive the AI and automation experience within customer service, ensuring consistent interaction design, a unified tone of voice, and benchmarking Kleinanzeigen's service offerings against industry best-in-class standards.

• Translate customer insights into actionable improvements by analyzing CSAT, NPS, operational data, and direct feedback to identify root causes, prioritize enhancements, and rigorously measure the Return on Investment (ROI) of CX initiatives.

• Champion cross-functional CX initiatives by collaborating closely with Product, Data, Technology, UX, Project Management (PRO), and Customer Service teams to embed customer experience principles into product development and automation strategies.

• Represent the customer voice at the leadership level, fostering alignment among diverse stakeholders and presenting compelling, data-driven business cases to secure investment in CX improvements.

📝 Enhancement Note: The responsibilities highlight a blend of strategic design, operational management, and financial accountability. The emphasis on "co-own the cost-to-serve P&L" and "commercial impact of CX initiatives" indicates a need for strong business case development and a deep understanding of how customer experience drives revenue and profitability, a key aspect of revenue operations.

🎓 Skills & Qualifications

Education: A Bachelor's or Master's degree in a relevant field such as Business Administration, Design, Human-Computer Interaction, Psychology, or a related discipline is preferred, though equivalent practical experience will be strongly considered.

Experience: A minimum of 5+ years of progressive experience in Service Design, Customer Experience Strategy, or a closely related field, with a significant portion of this experience ideally gained within a marketplace, platform, or high-volume customer service environment.

Required Skills:

• Proven expertise in Service Design methodologies and Customer Experience Strategy development.

• Demonstrated track record of translating CX initiatives into measurable commercial outcomes and understanding of unit economics.

• Experience in defining customer segmentation, developing channel strategies, and designing AI- and automation-enabled service experiences.

• Strong analytical capabilities, with proficiency in using customer feedback, CSAT, NPS, contact data, and funnel analytics to inform strategy.

• Excellent communication and strategic collaboration skills, with the ability to influence cross-functional stakeholders effectively.

• Fluent proficiency in both German and English, both written and spoken.

• Experience presenting to senior leadership and articulating complex ideas clearly.

• Ability to combine big-picture strategic thinking with meticulous attention to design detail. Preferred Skills:

• Experience specifically within a digital marketplace or e-commerce platform.

• Familiarity with P&L management and cost-to-serve optimization.

• Hands-on experience with AI and chatbot design principles for customer service.

• Proficiency in data visualization tools for presenting insights.

• Experience in agile development environments and cross-functional team collaboration.

📝 Enhancement Note: The requirement for 5+ years of experience, coupled with the emphasis on commercial outcomes, P&L, and unit economics, positions this role at a mid-to-senior level, requiring a strategic and business-oriented approach to service design. Fluency in both German and English is a critical requirement due to the company's primary market.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 3-5 comprehensive case studies demonstrating end-to-end service design projects from conception to measurable outcome.

• Highlight projects that involved translating customer insights into tangible service improvements, detailing the problem, your solution, and the resulting impact.

• Include examples of experience in designing or optimizing customer service channels, including self-service, AI-driven interactions, and human agent support models.

• Present evidence of work that has directly influenced commercial results, such as improved cost-to-serve metrics, increased customer satisfaction, or enhanced operational efficiency.

• Demonstrate an understanding of how to integrate customer experience strategies with broader business objectives and technology platforms. Process Documentation:

• Provide documentation or case studies illustrating your process for analyzing customer feedback and operational data to identify key pain points and opportunities for improvement.

• Showcase examples of workflow design or optimization for customer service processes, focusing on efficiency gains and enhanced customer journeys.

• Detail your approach to implementing and measuring the impact of AI or automation solutions within a customer service context.

• Present how you have collaborated with cross-functional teams (Product, Tech, UX) to embed CX considerations into product development and operational systems.

📝 Enhancement Note: For a Service Designer role with a strong commercial and operational focus, a portfolio is crucial. It should not only demonstrate design thinking but also the ability to quantify impact and align service design with business objectives, particularly in areas like cost optimization and revenue enablement through improved customer journeys.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for Service Designers with 5-10 years of experience in Berlin, Germany, a competitive salary range is estimated between €65,000 - €85,000 annually. This estimate considers the role's strategic importance, the focus on commercial outcomes and P&L co-ownership, and the cost of living in Berlin.

Benefits:

• Flexibility: Flexible working hours, hybrid work model, 20 days of "work from anywhere" policy, paid additional parental leave for both parents, and extra paid days off for special occasions (e.g., wedding, moving).

• Wellbeing & Support: Confidential support and coaching services for employees and their loved ones, annual company sports events, comprehensive pension and life insurance.

• Growth & Development: A personal development budget for continuous learning, and ample learning opportunities to foster skill enhancement and career progression.

• Perks & Everyday Benefits: Access to corporate benefits and exclusive discounts, an attractive employee referral program, transportation allowance, and free shipping on Kleinanzeigen Direktkauf.

Working Hours: Standard full-time working hours are expected, with flexibility offered through the hybrid model and flexible working time arrangements. The role is based on a 40-hour work week.

📝 Enhancement Note: The salary range is an estimate based on typical compensation for senior-level Service Designers in a major German city like Berlin, considering the specialized nature of the role and its direct impact on business metrics. The comprehensive benefits package underscores Kleinanzeigen's commitment to employee well-being and professional development.

🎯 Team & Company Context

🏢 Company Culture

Industry: Online Classifieds / E-commerce Marketplace. Kleinanzeigen operates as a leading online classifieds platform in Germany, facilitating the buying and selling of primarily second-hand goods, contributing to sustainability. It also serves as an online presence for small and medium-sized businesses.

Company Size: Kleinanzeigen is a significant player in the German digital landscape, with an estimated employee count that would typically fall into the "Medium to Large Enterprise" category (often 250-1000+ employees), especially considering its integration into the global Adevinta network. This size implies structured processes, dedicated departments, and opportunities for cross-functional collaboration.

Founded: Kleinanzeigen was launched in September 2009 as eBay Kleinanzeigen and rebranded to simply Kleinanzeigen in May 2023. It has been part of Adevinta since June 2021, a global leader in online classifieds, suggesting a culture that balances established market presence with global innovation and growth strategies.

Team Structure:

• The Service Designer will report to the Director Customer Service, indicating a clear reporting line within the Customer Service department.

• The role requires close collaboration with Product, Data, Technology (Tech), User Experience (UX), Project Management (PRO), and other Customer Service teams, highlighting a matrixed and cross-functional operational structure.

• The team likely comprises specialists in various areas of customer interaction, data analysis, and technology implementation, fostering an environment of shared expertise. Methodology:

• Data-driven decision-making: Emphasis on using customer feedback, CSAT, NPS, contact data, and funnel analytics to inform strategy and measure impact.

• Customer-centric process design: Designing services and experiences with the customer journey at the forefront, balancing their needs with operational realities.

• Agile collaboration: Working in partnership with Product, Tech, and UX teams suggests an agile or iterative approach to developing and deploying new service features and automations.

• Commercial impact focus: A strong emphasis on understanding and optimizing cost-to-serve metrics and unit economics, linking CX initiatives directly to business performance.

Company Website: Kleinanzeigen.de

📝 Enhancement Note: The company's focus on sustainability and its position as a leading marketplace suggest a dynamic and user-centric operational environment. The integration with Adevinta implies access to global best practices and resources, while the recent rebranding indicates a focus on establishing its independent identity and future growth.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a mid-to-senior level, specifically focusing on Service Design within the broader Customer Operations and GTM strategy. It requires a strategic thinker who can not only design exceptional customer experiences but also understand and influence the commercial and operational levers that drive business success. The "5+ years of experience" and "co-own the cost-to-serve P&L" aspects indicate a significant level of responsibility and expected impact.

Reporting Structure: The Service Designer reports directly to the Director Customer Service. This structure places the role at a strategic level within the customer service function, with direct access to departmental leadership and the ability to influence high-level decisions regarding customer interaction strategy and operational efficiency.

Operations Impact: The Service Designer's impact is direct and significant, influencing millions of users. By optimizing customer service channels, implementing AI/automation, and ensuring customer satisfaction, the role contributes to:

• Revenue Enablement: Improved customer experiences can lead to increased user retention, higher transaction volumes, and greater platform loyalty.

• Cost Optimization: Efficiently designed service processes and effective use of AI/automation directly reduce the cost-to-serve, improving profitability.

• Brand Reputation: Exceptional customer service builds trust and positive word-of-mouth, enhancing Kleinanzeigen's brand image in a competitive marketplace.

• Product Development: Insights gathered from customer interactions can feed directly into product improvements, making the platform more user-friendly and effective.

Growth Opportunities:

• Specialization: Deepen expertise in AI-driven service design, advanced customer segmentation, or operational P&L management within a large-scale marketplace.

• Leadership: Potential progression to a Senior Service Designer, Head of Customer Experience, or Director-level roles within Customer Operations or GTM functions.

• Cross-functional Mobility: Opportunities to move into Product Management, UX Strategy, or broader GTM Strategy roles, leveraging a strong understanding of user needs and business drivers.

• Continuous Learning: Access to a personal development budget and learning opportunities to stay abreast of the latest trends in CX, AI, and service operations.

📝 Enhancement Note: The role offers a compelling blend of strategic design and operational accountability, providing a strong foundation for career advancement in customer-centric operations and GTM strategy. The emphasis on commercial impact and cross-functional collaboration makes it attractive for individuals looking to bridge design and business outcomes.

🌐 Work Environment

Office Type: Kleinanzeigen operates with a hybrid work model, indicating a blend of in-office collaboration and remote work flexibility. The office is located in Berlin-Charlottenburg.

Office Location(s): The primary office location is Berlin-Charlottenburg, Germany. This area is a well-established business district in Berlin, offering good accessibility via public transport and a vibrant urban environment.

Workspace Context:

• Collaborative Environment: The hybrid model encourages in-office days for team meetings, workshops, and brainstorming sessions, fostering direct collaboration with colleagues across various departments (Product, Data, Tech, UX, Customer Service).

• Tools & Technology: As a tech-driven company, expect access to modern collaboration tools, design software, analytics platforms, and customer service technology stacks necessary for effective service design and operational management.

• Team Interaction: Regular interactions with the Director Customer Service, fellow service designers (if any), customer service agents, and cross-functional teams are expected, promoting a dynamic and communicative work atmosphere.

Work Schedule: A standard 40-hour work week is implied, with flexible working time arrangements available. The hybrid setup allows for a balance between structured workdays and personal flexibility, accommodating the need for focused design work and collaborative project phases.

📝 Enhancement Note: The hybrid model in a prominent Berlin location suggests a modern work environment that values both focused individual work and collaborative team synergy. This setup is typical for companies aiming to attract top talent by offering work-life balance and flexibility.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your application, CV, and portfolio to assess alignment with the role's requirements.

• Hiring Manager Interview: An in-depth discussion with the Director Customer Service to explore your experience, strategic thinking, and fit for the role and team. This may include behavioral questions and high-level scenario discussions.

• Portfolio Presentation & Case Study: A dedicated session where you will present your portfolio, likely focusing on 1-2 key projects that demonstrate your service design expertise, commercial impact, and analytical capabilities. Expect to be asked about your process, challenges, and outcomes.

• Cross-functional Panel Interview: Interviews with key stakeholders from Product, Data, Tech, or UX teams to assess your collaborative skills, understanding of technical constraints, and ability to influence across departments.

• Final Interview/Cultural Fit: Potentially a final conversation with senior leadership to ensure alignment with company values and culture.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 projects that best showcase your experience in service design, customer experience strategy, AI/automation, and commercial impact. Prioritize projects with quantifiable results.

• Structure Your Narrative: For each case study, clearly outline the problem statement, your role and methodology, the solutions you designed, the challenges encountered, and the measurable outcomes (e.g., CSAT improvement, cost reduction, efficiency gains).

• Highlight Commercial Acumen: Explicitly demonstrate how your designs contributed to business objectives, cost-to-serve optimization, or unit economics. Use data and metrics effectively.

• Showcase Collaboration: Illustrate how you partnered with cross-functional teams (Product, Tech, UX, Data) to bring your designs to life.

• Be Prepared for Deep Dives: Anticipate detailed questions about your design choices, decision-making process, and how you would approach specific challenges at Kleinanzeigen.

Challenge Preparation:

• Service Design Challenge: You may be given a hypothetical scenario related to Kleinanzeigen's customer service or user journey and asked to outline your approach to designing an improved experience. Focus on your methodology, data utilization, and expected impact.

• Data Interpretation: Be ready to analyze a sample dataset or discuss how you would use data (CSAT, NPS, contact volume) to identify a problem and propose a solution.

• Stakeholder Management Scenarios: Prepare to discuss how you would gain buy-in for your design proposals from different departments and senior leadership.

📝 Enhancement Note: The interview process is designed to assess not only design skills but also strategic thinking, business impact, and cross-functional collaboration capabilities. A strong, results-oriented portfolio is paramount for this role.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping Tools: Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop), InVision, or similar for creating user flows, wireframes, and interactive prototypes.

• Customer Service Platforms: Experience with or understanding of platforms like Zendesk, Intercom, Salesforce Service Cloud, or similar CRM/CX platforms used for managing customer interactions.

• AI & Automation Tools: Familiarity with chatbot platforms (e.g., Dialogflow, Rasa), AI-powered customer service solutions, or workflow automation tools.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics, or similar for understanding user behavior and funnel performance.

• Customer Feedback Tools: Platforms for collecting and analyzing CSAT, NPS, and direct customer feedback (e.g., SurveyMonkey, Qualtrics, or integrated CRM features).

• Business Intelligence (BI) Tools: Tableau, Power BI, Looker, or similar for data visualization, dashboard creation, and performance tracking of key operational and CX metrics.

CRM & Automation:

• CRM Systems: Experience with Salesforce, HubSpot, or similar CRM systems that integrate customer data and service interactions.

• Project Management Software: Tools like Jira, Asana, Trello, or Monday.com for managing projects, tasks, and cross-functional workflows.

• Collaboration Suites: Microsoft 365 or Google Workspace for communication, document sharing, and team collaboration.

📝 Enhancement Note: While specific tools aren't listed, the role's responsibilities imply proficiency with a range of design, analytics, CRM, and AI/automation technologies common in modern GTM and operations environments. The ability to integrate insights from these tools into service design is key.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep commitment to understanding and serving the needs of millions of users, ensuring positive and effective interactions.

• Data-Driven Decision Making: Relying on analytics, customer feedback, and KPIs to guide strategy, prioritize initiatives, and measure success.

• Efficiency & Scalability: Designing solutions that are not only effective for customers but also operationally efficient and scalable to meet high-volume demands.

• Innovation & Sustainability: Embracing new technologies like AI and automation to enhance services, while also contributing to the company's sustainability mission through the platform's core function.

• Collaboration & Transparency: Working effectively across departments, sharing insights, and maintaining open communication to achieve shared goals.

Collaboration Style:

• Cross-functional Partnership: Actively engaging with Product, Tech, UX, Data, and Customer Service teams to ensure a holistic approach to customer experience design and implementation.

• Data-Informed Dialogue: Using data and insights to inform discussions and build consensus among stakeholders with diverse perspectives.

• Proactive Communication: Regularly sharing progress, challenges, and learnings to keep all relevant parties informed and aligned.

• Iterative Improvement: Fostering a culture of continuous learning and improvement, where feedback is welcomed and used to refine processes and designs.

📝 Enhancement Note: The company culture likely emphasizes a blend of innovation, user focus, and operational excellence, characteristic of successful online marketplaces. The values align with the role's focus on data, efficiency, and customer advocacy.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing CX and Cost-to-Serve: The primary challenge will be designing customer experiences that are both exceptional for users and financially sustainable, requiring a keen understanding of operational costs and business impact.

• AI Integration Complexity: Effectively integrating AI and automation into existing customer service workflows while maintaining a human touch and ensuring seamless user journeys can be complex.

• Cross-functional Alignment: Gaining buy-in and driving initiatives across multiple departments (Product, Tech, Data, CS) with potentially competing priorities requires strong stakeholder management and influencing skills.

• Scaling with Growth: As Kleinanzeigen continues to grow, ensuring that customer service strategies and systems can scale efficiently to handle increasing user volumes will be an ongoing challenge.

Learning & Development Opportunities:

• Advanced CX Strategy: Opportunities to deepen expertise in complex customer journey mapping, service blueprinting, and advanced CX metrics.

• AI & Automation Specialization: Gaining hands-on experience with cutting-edge AI technologies and automation strategies in a large-scale operational context.

• Business Acumen Development: Sharpening skills in financial management, P&L ownership, and business case development through direct involvement in cost-to-serve optimization.

• Leadership Skills: Developing leadership capabilities through cross-functional project management, stakeholder influence, and potential mentorship roles.

• Industry Trends: Staying current with the rapidly evolving landscape of customer service technology, AI, and marketplace operations through company-sponsored training, conferences, and personal development budgets.

📝 Enhancement Note: This role presents a significant opportunity for professional growth by tackling complex operational and strategic challenges in a high-impact environment. The company's commitment to development ensures continuous learning and career progression.

💡 Interview Preparation

Strategy Questions:

• "How would you approach designing a new self-service portal for Kleinanzeigen users, considering both user needs and operational cost reduction?" (Focus on methodology, data inputs, key features, and success metrics).

• "Describe a time you had to influence senior stakeholders to adopt a new customer experience initiative. What was your strategy, and what was the outcome?" (Highlight your influencing skills, data-driven approach, and stakeholder management).

• "Given our focus on cost-to-serve and unit economics, how would you prioritize between investing in AI automation versus human agent training for our customer service channels?" (Demonstrate your analytical thinking and ability to weigh trade-offs). Company & Culture Questions:

• "What excites you most about Kleinanzeigen's mission and its position as a leading marketplace in Germany?" (Show your research and genuine interest in the company).

• "How do you see the Service Designer role contributing to Kleinanzeigen's overall business strategy and sustainability goals?" (Connect your role to broader company objectives).

• "Describe your ideal collaborative environment. How do you ensure alignment when working with diverse teams like Product, Tech, and Customer Service?" (Assess your teamwork and communication style). Portfolio Presentation Strategy:

• Tell a Story: Structure your case studies as compelling narratives, beginning with the problem, detailing your unique approach and solutions, and culminating in the measurable impact.

• Quantify Everything: Wherever possible, use data and metrics to demonstrate the success of your projects. Focus on KPIs related to customer satisfaction, operational efficiency, and commercial outcomes.

• Showcase Your Process: Clearly articulate your design thinking process, from research and ideation to prototyping, testing, and implementation.

• Highlight Collaboration: Emphasize how you worked with different teams and stakeholders to achieve your goals.

• Tailor to Kleinanzeigen: Briefly explain how your past experiences and skills would be directly applicable to the challenges and opportunities at Kleinanzeigen.

📝 Enhancement Note: Preparation should focus on demonstrating a strategic, data-driven, and commercially-minded approach to service design, with a clear understanding of how customer experience impacts business operations and revenue.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided application link on the Kleinanzeigen careers portal.

• Tailor your Resume: Customize your resume to highlight experience in Service Design, Customer Experience Strategy, marketplace operations, AI/automation in customer service, and any experience with cost-to-serve metrics or P&L impact. Use keywords from the job description.

• Prepare Your Portfolio: Ensure your portfolio is up-to-date, well-organized, and showcases 3-5 strong case studies that demonstrate your ability to drive commercial outcomes through service design. Be ready to present your most relevant projects.

• Research Kleinanzeigen: Familiarize yourself with Kleinanzeigen's platform, its market position, recent news (like the rebranding), and its commitment to sustainability and customer service. Understand their user base and business model.

• Practice Interview Responses: Prepare answers to common interview questions related to strategy, problem-solving, collaboration, and your portfolio, focusing on demonstrating your analytical skills and commercial acumen.

⚠️ 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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