Service Designer pro George

📍 Job Overview

Job Title: Service Designer pro George
Company: Erste Group (erstegro01P2)
Location: Hlavní město Praha, Czech Republic
Job Type: Full-time
Category: Design / User Experience Operations
Date Posted: 2026-05-18
Experience Level: Mid-Level (2-5 years)
Remote Status: Hybrid

🚀 Role Summary

• Drive the evolution of the George application, a key digital banking platform impacting millions of users, by crafting intuitive and effective customer journeys.
• Lead the end-to-end service design process, from initial problem identification and validation using methodologies like the Opportunity Solution Tree, through to solution design, prototyping, testing, and overseeing quality during delivery.
• Foster strong collaboration with product managers and cross-functional teams to prioritize initiatives that maximize customer experience and business value.
• Enhance internal banking tools and services by working directly with bank employees to gather insights and implement improvements.
• Contribute to the strategic use of data and user research to inform discovery phases and drive impactful design decisions.

📝 Enhancement Note: This role is positioned within a "Native Labs" team, suggesting a focus on innovation and rapid development within the digital banking space. The emphasis on "George" as a key application indicates a significant impact role. The job title "Service Designer" points towards a strong UX/UI focus, but the responsibilities also touch upon product strategy and business alignment, typical of a hybrid Product Designer or UX Lead role.

📈 Primary Responsibilities

• Spearhead the development of critical features and services within the George digital banking application, ensuring real-world value for a user base of millions.
• Design and iterate on comprehensive customer journeys across various channels and product lifecycle stages, with a focus on seamless user experiences.
• Proactively identify opportunities for service enhancement by synthesizing customer insights, data analytics, and qualitative research findings.
• Lead the discovery phase of the design process, including problem identification, validation, Opportunity Solution Tree analysis, solution ideation, prototyping, user testing, and collaborating with the delivery team to ensure design integrity.
• Partner closely with Product Managers to align design priorities with business objectives and customer needs, ensuring maximum impact for both clients and the bank.
• Develop and deliver clear communication of new features and service improvements to internal stakeholders and users across the organization.
• Champion the strategic utilization of data and analytics within the discovery phase to drive informed design decisions and validate problem statements.
• Engage directly with bank employees to understand their daily workflows and challenges, co-creating improvements for the tools and services they use to serve clients.
• Actively collaborate with a diverse range of internal and group-level stakeholders across the Czech Republic and the wider Erste Group to ensure cohesive service development.

📝 Enhancement Note: The responsibilities clearly outline a lead role in the design process, extending beyond pure UI/UX to encompass strategy, discovery, and stakeholder management, which is common for senior or lead service designers in established organizations. The mention of "Opportunity Solution Tree" indicates a specific, strategic design framework is in use.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a background in Design, Human-Computer Interaction, Psychology, or a related field is beneficial. Experience: 2-5 years of hands-on experience in Service Design, UX Design, or a related user-centric role, with a proven track record of delivering impactful digital products.

Required Skills:

• Proven experience in Service Design principles and methodologies, including user research and journey mapping.
• Proficiency in design and collaboration tools such as Figma, Miro, or FigJam, with an ability to go beyond individual screen design to map entire user flows and ecosystems.
• Strong capability in problem-solving, with an analytical approach to identifying complex issues and developing sensible, holistic solutions within a broader ecosystem.
• Demonstrated ability to articulate and defend design decisions from both customer and business perspectives, coupled with a receptive attitude towards feedback.
• Experience utilizing data analytics tools like Tableau or PostHog for decision-making and validating design hypotheses.
• Excellent teamwork and collaboration skills, with a comfort level working within agile, cross-functional team environments.
• Professional proficiency in English for effective communication within the international Erste Group.

Preferred Skills:

• Experience with specific financial services products or digital banking platforms.
• Familiarity with agile development methodologies beyond general collaboration.
• Experience in stakeholder management and presenting design concepts to diverse audiences.
• Understanding of business strategy and how design contributes to overarching organizational goals.

📝 Enhancement Note: The requirements emphasize a blend of creative design skills, analytical capabilities, and strong interpersonal skills. The specific mention of tools like Figma, Miro, and data analytics platforms highlights the practical, hands-on nature of the role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 2-3 comprehensive case studies demonstrating a full service design lifecycle, from initial problem discovery to final implemented solution.
• Clearly articulate your role and contributions within each project, highlighting your specific design process, methodologies applied, and challenges overcome.
• Illustrate your ability to translate user needs and business goals into tangible design outcomes, supported by user research, data insights, and testing results.
• Demonstrate proficiency in using tools such as Figma, Miro, and data analytics platforms (e.g., Tableau, PostHog) within your case studies.
• Submissions should emphasize not just the final designs but the strategic thinking, problem-solving approach, and iterative nature of your design process.

Process Documentation:

• Detail your approach to user research, including methods for gathering insights, synthesizing findings, and translating them into actionable design requirements.
• Provide examples of how you map and analyze customer journeys, identifying pain points and opportunities for improvement across multiple touchpoints.
• Showcase your experience with prototyping and user testing, including how you iterate on designs based on feedback and performance data.
• Explain your process for collaborating with product managers, developers, and other stakeholders to ensure successful design implementation and adoption.

📝 Enhancement Note: For a Service Designer role, the portfolio is paramount. It should not just be a collection of screens but a narrative of problem-solving, strategic thinking, and demonstrable impact on user experience and business outcomes.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for a Mid-Level Service Designer in Prague with 2-5 years of experience, the estimated annual salary range is 700,000 - 1,100,000 CZK gross. This estimate accounts for the specific responsibilities, the use of advanced design and data tools, and the strategic impact of the role within a major financial institution.

Benefits:

• Generous Time Off: 42 days total, including 25 vacation days, 5 sick days, one additional day off per month, and 2 days for volunteering.
• Flexible Work Environment: Hybrid work arrangement combining office and home office flexibility.
• Professional Development: Ample opportunities for growth through mentoring, continuous education, participation in design communities, attending conferences, and expert lectures.
• Engaging Team Culture: A supportive team that actively participates in social events and team-building activities outside of work.
• Personalized Benefit Budget: An annual budget of 74,100 CZK to be allocated by the employee for their individual needs and benefits.
• Impactful Work: The satisfaction of contributing to a digital banking platform that positively impacts the financial lives of hundreds of thousands of clients.

Working Hours: A standard 40-hour work week is expected, with flexibility offered through the hybrid work arrangement to accommodate personal needs and optimize productivity.

📝 Enhancement Note: The salary estimate is based on publicly available data for similar roles in Prague, considering the required experience level and the specialized skill set. The benefit of 74,100 CZK is significant and should be highlighted as a key differentiator.

🎯 Team & Company Context

🏢 Company Culture

Industry: Banking & Financial Services / Fintech. Erste Group is a leading financial services provider in Central and Eastern Europe, with a strong focus on digital transformation, exemplified by its "George" digital banking platform. This industry context means a high degree of regulatory awareness, a focus on security, and a drive for innovation to remain competitive in the evolving fintech landscape. Company Size: Large Enterprise. Erste Group is a major financial institution with a significant global presence, offering stability and extensive resources. For operations professionals, this typically means structured processes, opportunities for specialization, and the potential to influence large-scale initiatives. Founded: 1819. With a long history, Erste Group combines tradition with a forward-looking approach, particularly evident in its digital ventures like George. This longevity suggests a stable environment with established operational frameworks, but also a commitment to modernization.

Team Structure:

• The role is within the "Native Labs" team, part of the "George" digital platform initiative. This suggests an agile, cross-functional structure, likely composed of Product Managers, Service Designers, Developers, Data Analysts, and potentially Marketing or Business Specialists.
• Reporting is likely to a Design Lead or Head of Product within the George division, with strong collaboration lines to Product Management and other engineering/business units.
• Cross-functional collaboration is central, with frequent interaction with product owners, business stakeholders, and other designers to ensure a holistic approach to service development.

Methodology:

• Data-driven decision-making is a core operational principle, utilizing tools like Tableau and PostHog to inform design and product strategy.
• Agile methodologies are employed, fostering iterative development, continuous feedback loops, and rapid adaptation to user needs and market changes.
• A strong focus on user-centricity and customer journey mapping guides the design and development process, ensuring solutions are practical and valuable.
• Continuous improvement and experimentation are encouraged, with regular testing and validation of new features and services.

Company Website: https://erstegroup.com/ and https://www.george-app.com/

📝 Enhancement Note: Understanding Erste Group's commitment to digital innovation through George is key. The "Native Labs" team likely operates with a degree of autonomy and a startup-like mindset within the larger corporate structure, emphasizing agility and impact.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a Mid-Level Service Designer. It requires independent contribution to significant projects, leadership in specific design phases (discovery), and the ability to mentor or guide junior team members indirectly through collaboration and best practice sharing. The scope includes influencing product strategy and collaborating with senior stakeholders.

Reporting Structure: The Service Designer will report to a Design Lead or Product Lead within the Native Labs team. They will work closely with Product Managers, Engineers, Data Analysts, and potentially other designers. Collaboration is expected to be horizontal across teams and vertical with management.

Operations Impact: The Service Designer's work directly impacts the usability, effectiveness, and adoption of the George digital banking application, which serves millions of clients. Their contributions are crucial for enhancing customer satisfaction, driving engagement, and ultimately supporting the bank's strategic objectives in digital financial services. They also influence internal operational efficiency by improving tools used by bank staff.

Growth Opportunities:

• Service Design Specialization: Deepen expertise in advanced service design methodologies, user research techniques, and strategic frameworks.
• Product Leadership: Transition into a Product Manager or Lead Designer role by developing a stronger understanding of business strategy, product roadmapping, and stakeholder management.
• Cross-functional Skill Development: Gain experience in areas like product management, data analysis, or business strategy through collaboration and internal training programs.
• Mentorship & Community: Become a mentor to junior designers and actively contribute to the internal design community, sharing knowledge and best practices.
• Industry Exposure: Opportunities to attend conferences, workshops, and potentially gain certifications relevant to design, UX, and digital transformation.

📝 Enhancement Note: The role offers a clear path for growth within a large, digitally-focused organization. The emphasis on both individual contribution and collaborative impact suggests opportunities to develop leadership skills.

🌐 Work Environment

Office Type: The company offers a hybrid work model, indicating a blend of in-office collaboration and remote work. The office environment is likely designed to foster collaboration, innovation, and team cohesion. Office Location(s): The primary location is Hlavní město Praha, Czech Republic. This suggests access to a vibrant tech and design community within the capital city.

Workspace Context:

• Collaborative Spaces: The office is expected to feature modern, collaborative workspaces designed to facilitate brainstorming, workshops, and team meetings.
• Technology & Tools: Access to industry-standard design software (Figma, Miro), data analytics platforms, and other necessary technological resources will be provided.
• Team Interaction: Regular opportunities for face-to-face interaction with colleagues in the Native Labs team and other departments, fostering a strong sense of community and shared purpose.

Work Schedule: The standard work week is 40 hours. The hybrid model provides flexibility, allowing employees to balance in-office and remote work days, which can be beneficial for focused work or personal commitments.

📝 Enhancement Note: The hybrid model is a significant aspect of the work environment, appealing to professionals seeking flexibility while still valuing in-person collaboration and team connection.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your application and portfolio by the recruitment team to assess basic qualifications and alignment with the role.
• Hiring Manager/Team Interview: A discussion with the hiring manager and potentially a team member to delve deeper into your experience, design philosophy, and technical skills. Be prepared to walk through your portfolio.
• Design Challenge/Case Study Presentation: You may be asked to complete a short design exercise or present a detailed case study from your portfolio, focusing on your problem-solving approach, methodologies, and impact.
• Cross-functional/Stakeholder Interview: An interview with key stakeholders (e.g., Product Manager, Business Lead) to evaluate your ability to collaborate, communicate, and align design with business objectives.
• Final Interview: A concluding conversation to assess cultural fit, career aspirations, and finalize any remaining details.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 of your strongest projects that best showcase your service design skills, problem-solving abilities, and impact. Ensure they align with the responsibilities outlined in the job description.
• Tell a Story: For each project, clearly articulate the problem, your role, the process you followed (discovery, research, ideation, design, testing), the challenges you faced, your solutions, and the measurable outcomes.
• Highlight Process: Emphasize your design methodology, including user research techniques, journey mapping, prototyping, and how you leveraged data (Tableau, PostHog) and collaboration tools (Figma, Miro).
• Quantify Impact: Whenever possible, use metrics and data to demonstrate the success of your designs (e.g., improved conversion rates, increased user satisfaction, reduced task completion time).
• Showcase Collaboration: Illustrate how you worked with cross-functional teams, product managers, and stakeholders.

Challenge Preparation:

• Understand the Context: If given a case study or challenge, thoroughly research Erste Group, George, and the digital banking landscape to inform your approach.
• Focus on Process: Demonstrate a structured problem-solving process, even if you don't have all the answers. Clearly articulate your assumptions and how you would validate them.
• Practice Presentation: Rehearse your presentation delivery, ensuring clarity, conciseness, and confidence. Be prepared to answer questions about your decisions and trade-offs.
• Emphasize User & Business Value: Frame your solutions in terms of both customer benefit and business impact.

📝 Enhancement Note: The interview process is likely to be thorough, assessing not only design skills but also strategic thinking, collaborative ability, and cultural fit within an agile, data-driven environment.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma (primary design tool), Miro, FigJam (collaboration and ideation).
• User Research: Tools for conducting user interviews, surveys, usability testing (specific tools not listed but expected to be used).
• Data Analysis & Insights: Tableau, PostHog (for analyzing user behavior, product performance, and informing design decisions).

Analytics & Reporting:

• Proficiency in interpreting data from analytics platforms to identify trends, user pain points, and opportunities for improvement.
• Ability to translate data insights into actionable design recommendations.

CRM & Automation:

• While not directly a CRM role, an understanding of how customer data flows and impacts service design within a banking context is beneficial.

📝 Enhancement Note: The explicit mention of Figma, Miro, Tableau, and PostHog indicates a modern tech stack and a strong reliance on data for design decisions. Candidates should be comfortable with these specific tools.

👥 Team Culture & Values

Operations Values:

• Impact-Driven: A strong emphasis on creating services that provide tangible value to both clients and the bank, with a focus on measurable outcomes.
• Customer-Centricity: Placing the client at the heart of all design and development efforts, ensuring solutions are intuitive, useful, and meet real needs.
• Collaboration & Teamwork: Fostering a supportive environment where cross-functional teams work together effectively, sharing knowledge and ideas openly.
• Data-Informed Decision Making: Utilizing data and research to guide strategic choices, validate hypotheses, and measure success, rather than relying solely on intuition.
• Continuous Improvement: A commitment to iterating, learning, and refining services based on feedback, testing, and evolving user expectations.

Collaboration Style:

• Agile & Cross-functional: The team operates in an agile framework, encouraging close collaboration between design, product, development, and business units.
• Open Communication: A culture that values open dialogue, constructive feedback, and the sharing of diverse perspectives to achieve common goals.
• Knowledge Sharing: Actively encouraged through design communities, internal presentations, and peer reviews to elevate the collective skill set.
• Experimentation: A willingness to explore new ideas and approaches, with a pragmatic mindset focused on learning from both successes and failures.

📝 Enhancement Note: The team culture appears to be a dynamic blend of agile execution, data-driven strategy, and a strong focus on user impact, all within a collaborative and supportive environment.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Stakeholder Needs: Navigating the diverse requirements and priorities of multiple stakeholders across different departments and the wider group.
• Complexity of Digital Banking: Designing for a complex ecosystem with stringent regulatory requirements, security considerations, and a wide range of user needs.
• Data Synthesis: Effectively integrating qualitative user insights with quantitative data from various sources to form a cohesive understanding of user behavior and needs.
• Rapid Technological Evolution: Staying abreast of new design tools, methodologies, and emerging technologies in the fintech space.

Learning & Development Opportunities:

• Advanced Design Techniques: Opportunities to explore and master cutting-edge service design, UX research, and interaction design methodologies.
• Fintech Domain Expertise: Deepen knowledge of the financial services industry, digital banking trends, and customer financial behaviors.
• Leadership & Mentorship: Develop skills in leading design initiatives, influencing product direction, and mentoring junior colleagues.
• Cross-functional Exposure: Gain broader business acumen by working closely with product management, marketing, and business strategy teams.

📝 Enhancement Note: The challenges presented are typical for senior roles in established, innovative companies, offering significant opportunities for professional development and skill enhancement.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service design challenge you faced and how you approached it using the Opportunity Solution Tree. What was the outcome?" (Focus on process, problem framing, and impact.)
• "How do you balance the needs of different stakeholders (e.g., product managers, engineers, business leads, end-users) when designing a new feature or service?" (Demonstrate collaboration, communication, and negotiation skills.)
• "Walk me through a project where you used data (e.g., from Tableau or PostHog) to inform your design decisions during the discovery phase. What insights did you gain, and how did they change your approach?" (Highlight data-driven decision-making.)

Company & Culture Questions:

• "What do you admire about the George app or Erste Group's digital strategy, and how would your service design approach contribute to its success?" (Showcase research and strategic alignment.)
• "How do you thrive in an agile, cross-functional team environment? Provide an example of a time you effectively collaborated with developers or product managers." (Assess teamwork and adaptability.)
• "How do you measure the success of a service design initiative? What KPIs are most important to you?" (Focus on impact measurement and business understanding.)

Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly define the problem, your role, the process, your solutions, and the results. Use visuals effectively to illustrate your points.
• Emphasize Your 'Why': Explain the rationale behind your design choices and the specific methodologies you employed (e.g., journey mapping, user interviews, A/B testing).
• Highlight Collaboration: Showcase how you worked with others and incorporated feedback from various sources.
• Be Ready for Deep Dives: Prepare to answer detailed questions about specific aspects of your projects, your design decisions, and the challenges you encountered.
• Connect to the Role: Explicitly link your experience and skills to the requirements and responsibilities of this Service Designer position at Erste Group.

📝 Enhancement Note: Interview preparation should focus on demonstrating a strong understanding of service design principles, a data-informed approach, excellent collaboration skills, and the ability to articulate impact within a complex financial services environment.

📌 Application Steps

To apply for this Service Designer position:

• Submit your application through the "Ozvat se" (Contact Us) button on the job posting.
• Portfolio Customization: Tailor your portfolio to highlight projects that demonstrate your experience with customer journey mapping, service design, user research, and data utilization (Tableau, PostHog). Ensure case studies clearly articulate your process and impact.
• Resume Optimization: Update your resume to prominently feature keywords such as "Service Design," "UX Research," "Customer Journey Mapping," "Figma," "Miro," "Agile," and any relevant data analytics tools. Quantify your achievements wherever possible.
• Interview Preparation: Practice articulating your design process, problem-solving approach, and how you leverage data. Prepare to discuss specific projects from your portfolio and how they align with Erste Group's goals.
• Company Research: Familiarize yourself with Erste Group's digital strategy, the George app, and their commitment to customer experience. Understand their values and how your design philosophy aligns with their culture.

⚠️ 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.