Senior Product Designer (Conversational & Service Design)

TL;DR

Senior Product Designer (Conversational & Service Design) (AI/Travel): Designing complex customer support, retention, and agent-service ecosystems with an accent on service blueprinting, conversational AI, and operational efficiency. Focus on mapping edge cases, translating business logic into clear flows, and connecting design decisions to measurable customer and business outcomes.

Location: Barcelona, Spain; hybrid home-office model

Company

hirify.global is a global travel subscription platform operating brands including eDreams, GO Voyages, Opodo, Travellink, and Liligo, supported by an AI-powered travel service platform.

What you will do

• Design intuitive end-to-end experiences for complex processes such as automated flight changes and subscription retention.
• Improve internal agent tools and customer self-service journeys using user insights and research.
• Lead Voice AI and chatbot interaction flows, including autonomous problem resolution across phone and chat.
• Map service ecosystems with service blueprints and visualize business rules, technical constraints, edge cases, and error handling.
• Deliver functional specifications and contribute to scalable design systems in close collaboration with front-end engineers.
• Align design decisions with operational KPIs, SLAs, performance metrics, and stakeholder expectations.

Requirements

• 5+ years of product design experience, including significant work with B2B, SaaS, enterprise tools, or complex products.
• Proven experience mapping complex end-to-end user and agent journeys across digital and operational touchpoints.
• Strong systems thinking and service design skills, including service blueprinting.
• Practical and conceptual understanding of conversational AI, voice and chatbot interaction patterns, multimodal models, and prompt design.
• High proficiency in visualizing complex logic and flows with tools such as FigJam, Miro, or Lucidchart.
• Experience using qualitative and quantitative data, existing component libraries, and design systems to support design decisions and developer delivery.

Nice to have

• Experience in conversational UX or Voice User Interface design.
• Background in travel technology or booking and disruption management systems.
• Familiarity with integrating large language models into product UI and UX.

Culture & Benefits

• Competitive compensation and benefits, performance-based bonuses, flexible benefits, discounts, partnerships, and relocation support.
• Hybrid flexibility focused on outcomes and work-life balance.
• Learning resources including Coursera access, workshops, technical training, leadership development, and onboarding support.
• Personalized career paths, internal mobility, and development through the eVOLVE Program.
• Agile, diverse, open-minded environment with office events, communities, free fruit, coffee, and tea.