A leading global enterprise software organisation is seeking an experienced Lead Service Designer to join a high-profile transformation programme based in Barcelona.

This is an excellent opportunity for a hands-on service design professional who thrives in complex environments and enjoys shaping customer experiences that deliver measurable business value. Working at the intersection of customer experience, product, and implementation, the successful candidate will play a key role in improving how customers are onboarded and supported through major transformation initiatives.

Location: Barcelona, Spain (Hybrid – 3 days onsite per week)

Contract Length: 6 Months

Rate: €500 per day

Start Date: ASAP

The focus of the role is to understand complex customer and operational processes, map current and future-state service experiences, and help create scalable onboarding and implementation journeys. This position offers significant exposure to enterprise transformation programmes and the opportunity to influence services used by customers on a global scale.

Key Responsibilities

• Lead service design activities across customer implementation and transformation initiatives.
• Map customer journeys, workflows, operational processes, and service ecosystems.
• Facilitate workshops and discovery sessions with cross-functional stakeholders.
• Identify service gaps, friction points, and opportunities for improvement.
• Create service blueprints, journey maps, process flows, and other service design artefacts.
• Collaborate with Product Managers, Architects, Project Managers, and Delivery teams to define future-state service experiences.
• Support the introduction and implementation of new products and capabilities.
• Utilise AI-enabled tools and analysis techniques to accelerate understanding of complex processes and documentation.
• Translate technical and operational requirements into clear, user-centred service designs.
• Build stakeholder alignment and drive progress across multiple teams.
• Support the development of scalable customer onboarding and implementation experiences.

What They’re Looking For

Essential Experience

• Extensive experience as a Service Designer within enterprise or B2B environments.
• Proven success delivering service design work across large-scale transformation or digital programmes.
• Strong expertise in service blueprinting, customer journey mapping, workflow analysis, and process design.
• Excellent workshop facilitation and stakeholder management skills.
• Experience partnering with Product, Architecture, Programme Delivery, and Business teams.
• Ability to work independently within complex, multi-stakeholder environments.
• Strong systems-thinking approach and confidence operating in ambiguity.
• Excellent communication, documentation, and storytelling skills.
• Professional-level English.
• French language skills with the ability to engage effectively with French-speaking stakeholders.

Desirable Experience

• Experience within HR Technology, Payroll, Workforce Management, SaaS, or enterprise software environments.
• Exposure to customer onboarding, implementation, or service transformation programmes.
• Familiarity with AI tools used for research, documentation analysis, and service design activities.
• Experience working within international and distributed teams.