Senior Service Designer

Overview

We are looking for a Senior Service Designer to be part of our Nestlé Nespresso Digital and Tech Team, based in Barcelona. The Senior Service Designer will shape and optimize end-to-end service experiences that align user needs with business objectives across B2C and B2B touchpoints, blending digital and physical interactions to deliver human-centered experiences.

Type of Contract : Permanent. Type of work : Hybrid. Work Language : Fluent Business English.

The Role

The Senior Service Designer collaborates with cross-functional teams to refine customer journeys, develop service blueprints, and improve operational efficiencies. The role requires strong problem-solving, leadership and mentoring of other service designers and researchers, stakeholder engagement, and a user-centered approach to drive service innovation within the organization. The goal is to create impactful service experiences that enhance customer satisfaction, engagement, operational efficiency, and business success.

In this role you will :

• Service & Experience Design Execution

Develop customer journey maps, service & process blueprints, and experience frameworks to enhance user engagement and satisfaction.

Conduct qualitative and quantitative research to uncover user needs, pain points, and opportunities for service enhancements.

Partner with product, technology, marketing, and business teams to align service design with business goals.

Define and track key service experience metrics (e.g., NPS, CSAT, usability scores) to assess effectiveness.

What we’re looking for :

Extra Skills That Set You Apart :

We Offer You

We offer more than just a job. We put people first and aim to help you become the best version of yourself.

Benefits include competitive salary and a comprehensive social benefits package, including pension plans, health insurance, restaurant card, mobility plan, and tax-advantaged benefits.

Opportunities for personal and professional growth through ongoing training and career development. Hybrid working environment with a flexible scheme; the Barcelona campus is dog-friendly with a medical center, canteen, and collaborative spaces. Activities include yoga, Zumba, and volunteering opportunities.

The Hiring Process

Your Application : Submit your application; CV should be in English as the hiring team is international.

Interviews : Three stages (Talent Acquisition, Hiring Manager, and Stakeholder Interview).

Feedback : Feedback provided to all candidates after interviews.

Job Offer : Successful candidates will receive a formal offer.

Onboarding : Onboarding journey and welcome on your first day at Nespresso.

About Nespresso

The Nespresso story began with the idea of enabling anyone to create the perfect cup of espresso. Since 1986, Nespresso has redefined how millions enjoy coffee. We are committed to climate action and aim to achieve carbon neutrality and net-zero GHG emissions by 2050. In 2019, we created the digital hub in Barcelona to offer the best customer experience and innovation for B2C and B2B channels.

We value diversity and inclusion, and we are committed to equal opportunities for all individuals regardless of age, ethnicity, nationality, sexual orientation, gender identity, religion, disability, or belief. We actively cultivate diversity, inclusion, and belonging in the workplace.

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