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Staff Service Designer

2 hours, 40 minutes ago
United States
Full-time
Lead
Product Designer (UI/UX)
Design and User Experience
Apply Now
Airbnb

Airbnb

Airbnb is the world's largest community-driven hospitality company, offering homes and experiences in 191 countries. It is an online marketplace connecting people to unique accommodations and experiences globally.

Hotels, Restaurants & Leisure
5K-10K
Founded 2008
View All Jobs 134

Description

  • Lead service design efforts across major initiatives, from current-state mapping to future-state modeling.
  • Collaborate with product managers, experience designers, operations experts, engineers, researchers, support, and policy teams to design coherent multi-touchpoint experiences.
  • Design and facilitate workshops and other rituals to align stakeholders and build shared understanding of service challenges and opportunities.
  • Produce service blueprints, journey maps, process models, and frameworks that connect platform capabilities with offline experience delivery.
  • Build relationships with field and support teams to understand how services are delivered and identify opportunities to improve clarity, reliability, and quality.
  • Influence strategic decisions by identifying how roles, policies, and business processes affect the end-to-end experience.
  • Drive alignment and clarity in ambiguous spaces by helping teams prioritize with shared intent.
  • Contribute to evolving the craft of service design at Airbnb through practice excellence, collaboration, and evangelism.

Requirements

  • Bachelor's degree or equivalent combination of education and progressive experience.
  • 10+ years of experience in service design or systems-oriented experience design.
  • Deep fluency in service design methods, including journey mapping, blueprinting, experience prototyping, ecosystem modeling, facilitation, and storyboarding.
  • Experience designing and scaling services that rely on both digital tools and offline delivery, including operational teams, physical spaces, and human interactions.
  • Expert-level collaboration skills and ability to build shared understanding across business functions with diverse goals and vocabulary.
  • Proven ability to define service models and capability requirements that span product, operations, and business teams.
  • Confident leading through ambiguity and working at varying levels of abstraction, from high-level service strategy to front-line delivery mechanics.
  • Excellent visual, verbal, and written communication skills, including compelling storytelling and stakeholder engagement.
  • Experience with 0→1 service launches or leading major service transformation efforts spanning multiple business functions.
  • US - Remote Eligible, with occasional work at an Airbnb office or attendance at offsites as agreed with your manager; must live in a state where Airbnb, Inc. has a registered entity.

Benefits

  • Base pay range of $200,000 to $238,000 USD.
  • Eligible for bonus.
  • Eligible for equity.
  • Eligible for benefits.
  • Eligible for Employee Travel Credits.
  • US - Remote Eligible work arrangement.
  • Accommodation support available during the application and interview process for candidates with disabilities.

Interested in this position?

Apply directly on the company website

Apply Now

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