Senior Product Designer (SaaS)

TL;DR

Senior Product Designer (SaaS): Mapping, simplifying, and automating complex customer support and retention ecosystems, creating seamless experiences for both customers and internal agents with an accent on reducing cognitive load for agents and friction for users. Focus on designing Voice AI and Chatbot flows, improving internal tools used by agents, and aligning design decisions with operational KPIs and SLAs.

Location: Hybrid home-office model focused on outcome, not time-in-seat, in Barcelona.

Company

hirify.global is the world’s leading travel subscription platform.

What you will do

• Craft intuitive solutions for complex E2E processes, from automated flight changes to subscription retention.
• Improve the internal tools used by agents, and the tools used by customers to self-serve, ensuring they are empowered with user insights.
• Leverage research and insights to inform design decisions, participating in user research activities and usability studies to define data-based design solutions.
• Leverage a deep understanding of business goals, KPIs, and metrics to inform and guide design decisions, connecting design strategies to measurable outcomes.
• Use Service Blueprinting to understand and design how service levels, internal processes, and tools interconnect.
• Lead the design of Voice AI and Chatbot flows, defining how our AI interacts with users over the phone and chat to solve problems autonomously.

Requirements

• 5+ years in Product Design, with a significant part of that time spent on B2B, SaaS, Enterprise Tools, or complex Fintech/Logistics products.
• Proven experience in mapping complex user/agent journeys.
• Ability to see the “big picture” and understand how a change in one part of the flow affects the entire ecosystem.
• High proficiency in flow visualization (using tools like FigJam, Miro, or Lucidchart) to explain complex logic before moving to high-fidelity UI.
• A genuine “hype” and proactive attitude towards AI tools and Generative AI opportunities; ready to lead the change in how the company handles automated requests.
• Ability to use qualitative and quantitative data to justify design choices that improve efficiency and resolution rates.

Nice to have

• Experience in Conversational UX or Voice User Interface (VUI) design.
• Background in travel tech or complex booking/disruption management systems.
• Familiarity with how AI models (LLMs) are integrated into product UI/UX.

Culture & Benefits

• Prime Plus membership, competitive salary and benefits package, including flexible benefits, performance-based bonuses, birthday day off, discounts and partnerships, relocation support and the possibility of choosing your equipment and, even better, keeping it for free after 3 years.
• Continuous learning with free Coursera access, soft skills workshops, tech training, leadership development, and a great onboarding program.
• Personalised career paths and the eVOLVE Program to help you discover, grow, and thrive. Internal mobility opportunities for horizontal career changes and promotions.
• Hybrid home-office model focused on outcome, not time-in-seat, valuing flexibility, employee care, and transparency.
• After-work events, padel tournaments, parties, and more. Communities based on your passions, like sports and music. No dress code, and free fruit, coffee, and tea at the offices.
• Agile Mindset environment with recognition at our core, supporting high performance, learning, and growth.