Service Designer (d/f/m)

Kleinanzeigen is the leading online classifieds market in Germany. Users buy and sell on Germany's No. 1 for classifieds mainly second-hand. In this way they make an active contribution to more sustainability. On average, more than 55 million ads are available in numerous categories – from children's supplies to electronics and real estate. Kleinanzeigen also offers small and medium-sized businesses the opportunity to present their services online. Around 35 million users per month make Kleinanzeigen one of the most widely used websites in Germany. Kleinanzeigen was launched in September 2009 as eBay Kleinanzeigen. Since June 2021, the company has been part of Adevinta, a global provider of online classified ads. In May 2023, the name was changed to Kleinanzeigen. The Job: As our Service Designer, you will shape the future of Customer Service at Kleinanzeigen by designing seamless, scalable, and commercially impactful customer experiences. Sitting at the intersection of Customer Experience, AI, and business strategy, you will define how millions of customers interact with our support channels while balancing exceptional experiences with operational efficiency. This is a hybrid role, our office is in Berlin-Charlottenburg. You report to the Director Customer Service. Who You Are: You bring 5+ years of experience in Service Design, Customer Experience Strategy, or a related field, ideally within a marketplace, platform, or high-volume Customer Service environment. You have a proven track record of translating customer experience initiatives into measurable commercial outcomes, with a strong understanding of cost-to-serve metrics and unit economics. You have experience defining customer segmentation, channel strategies, and AI- and automation-enabled service experiences, balancing customer needs with operational efficiency. You are data-driven and analytical, using customer feedback, CSAT, contact data, and funnel analytics to identify opportunities and shape service improvements. You are an excellent communicator and strategic collaborator with fluent German and English language skills, comfortable influencing cross-functional stakeholders, presenting to senior leaders, and combining big-picture thinking with attention to design detail. What You’ll Do: Own the end-to-end Customer Experience strategy across all CS channels, balancing customer satisfaction with operational efficiency from first contact to resolution. Co-own the cost-to-serve P&L, defining and tracking KPIs to optimize cost per contact, cost per resolution, and the commercial impact of CX initiatives. Lead customer segmentation and channel strategy, defining service tiers and the optimal mix of self-service, AI, and human support for each customer segment. Own the AI and automation experience, ensuring a consistent interaction design, tone of voice, and benchmarking Kleinanzeigen's service against best-in-class standards. Turn customer insights into action by analyzing CSAT, NPS, operational data, and feedback to identify root causes, prioritize improvements, and measure ROI. Drive cross-functional CX initiatives by partnering with Product, Data, Tech, UX, PRO, and Customer Service teams to embed customer experience into products and automation. Represent the customer voice at leadership level, building alignment across stakeholders and presenting data-driven business cases for CX investments. At Kleinanzeigen, we care about our people — their wellbeing, growth, and life beyond work. Our benefits are designed to support you holistically, giving you flexibility and opportunities to thrive. ✨ Flexibility Flexible working time (hybrid) 20 days “work from anywhere” Paid additional parental leave for both parents Extra paid days off for special occasions (e.g. your wedding or a move) ❤️‍🩹 Wellbeing & Support Confidential support & coaching for you and your loved ones Annual company sports events Pension and life insurance 📚 Growth & Development Personal development budget Learning opportunities to grow your skills and career 🛍️ Perks & Everyday benefits Corporate benefits and exclusive discounts An attractive referral program Transportation allowance Free shipping on Kleinanzeigen Direktkauf Kleinanzeigen is an equal opportunity employer that values diversity and inclusion. We welcome people of all backgrounds, races, religions, colours, national origins, gender identities, sexual orientation, ages, marital status, or disability. If this role sparks your interest but you’re not sure you meet every single requirement, we’d still love to hear from you anyway.