Service Designer

About the Role

As a Service Designer in the Fulfilment Vertical, you will design and optimize the end-to-end post-purchase experience across payments, shipping and customer support. You will look beyond screens and features—focusing on the service ecosystem, the workflows and tools used by internal teams, third-party logistics partners, and the end-to-end user experience flows. 

While the role has a strong service design focus, you will also contribute hands-on with product design where it matters most.

You will create and maintain end-to-end customer experience maps that capture both happy paths and unhappy paths across the post-purchase journey. These maps will serve as a single source of truth for how buyers and sellers experience fulfillment—linking customer-facing flows with internal workflows, policies, and operational realities. By making complexity visible and shared, you will help multiple teams align on priorities, identify friction and failure points, and design improvements that balance customer trust with operational efficiency.

Key Responsibilities

• Design and evolve end-to-end post-purchase experiences across payments, shipping and customer support.
• Lead service design initiatives, mapping happy and unhappy paths and connecting customer journeys with internal workflows, tools, and policies.
• Create and maintain experience maps and service blueprints as a single source of truth for cross-functional teams.
• Translate complex operational and logistical processes into clear, intuitive customer and internal-facing experiences.
• Analyse how internal tools, policies, workflows, and customer-service procedures intersect with the product experience.
• Partner closely with Product Managers, Product Designers, CS & Shipping Ops to shape problem definitions, identify friction, prevent issues and improve resolution flows.  
• Ensure that user-facing design, communications, support flows, and operational processes form a cohesive and consistent experience.
• Advocate for customer-centric thinking, ensuring design decisions are grounded in real customer needs and business outcomes.

Experience & Skills 

• 7+ years of experience as a Product Designer, with significant (min 4 years) hands-on experience in service design.
• Proven track record designing complex end-to-end services in e-commerce, marketplaces, logistics, or operations-heavy environments.
• Strong ability to map and design happy & unhappy paths, and recovery flows.
• Experience working closely with operations & customer support teams. 
• Comfortable doing hands-on product and interaction design, not only conceptual service work.
• Skilled at translating policies, constraints, and workflows into clear customer experiences.
• Strong collaboration and communication skills, able to align diverse stakeholders around shared artifacts.
• Experience using research and data to inform and validate design decisions.
• Ability to operate effectively in ambiguous, cross-functional problem spaces.