Senior Product Designer - Customer Success

About the Role

We are recruiting on behalf of a partner company based in Germany seeking a Senior Product Designer specializing in Customer Success. This fully remote position offers the chance to influence the future of customer journey experiences beyond the point of purchase, focusing on delivery, returns, repairs, replacements, and customer support. The role involves collaborating with cross-functional teams including product managers and engineers to evolve AI-enhanced service experiences and shape long-term product strategies.

Key Responsibilities

• Lead design for comprehensive post-purchase processes such as order tracking, delivery management, returns, repairs, replacements, and customer support workflows.
• Create seamless user experiences for AI-augmented customer service, integrating conversational interfaces and human support touchpoints.
• Utilize customer insights, data, and experimentation to identify and prioritize impactful product opportunities beyond predefined plans.
• Work closely with multiple squads across the organization to ensure uniform and smooth customer experiences across the service ecosystem.
• Design solutions that coordinate interactions among customers, operational partners, logistics providers, and related stakeholders, balancing technical and business constraints with user needs.
• Champion user-centric design approaches by continuously testing assumptions, validating concepts, and refining designs based on measurable results.

Required Qualifications

• A minimum of five years' experience in digital product design, owning major product areas throughout discovery to delivery phases.
• Proven success in ambiguous contexts by validating ideas through iterative design, experimentation, and user feedback.
• Expertise in leveraging AI tools to enhance design processes and a strong interest in applying emerging AI technologies to improve user experiences.
• Experience managing design across complex systems involving various teams and external partners, maintaining cohesive end-to-end user journeys.
• Ability to challenge established procedures, influence stakeholders effectively, and balance operational realities with customer needs.
• Analytical proficiency using research, customer insights, and product metrics to inform design choices.
• Excellent communication and collaboration skills to work equally with product managers and engineering teams.
• Experience with customer support, post-purchase, e-commerce, conversational, or AI-powered designs is advantageous.
• Candidate must be based in Europe with legal authorization to work and demonstrate professional English proficiency; German language skills are a plus but not essential.

Benefits and Work Environment

• Fully remote position with the freedom to work from anywhere within Europe.
• Optional access to modern office spaces for those interested in hybrid teamwork.
• Flexible schedules promoting autonomy and a healthy work-life balance.
• Allocated budget for continuous learning through courses, conferences, and other professional development avenues.
• Access to mental health and personal growth support including professional coaching.
• Participation in regular workshops, knowledge-sharing, and cross-team learning sessions.
• Company-wide events and office weeks multiple times a year focusing on collaboration, team building, and workshops.
• An inclusive culture that values feedback, innovation, ownership, continuous learning, and diversity.

Additional Information

This recruitment is facilitated through an AI-supported matching system that ensures objective, fast, and fair application evaluations. While AI assists in reviewing and shortlisting candidates, the ultimate hiring decisions rest with human teams. Candidates' personal data is handled in compliance with relevant data protection laws (including GDPR), and applicants can exercise their rights regarding their information at any time.