With over 25 years’ experience, plus the same enormous passion and ambition we had on day-one, we’re trailblazers in the pet e-commerce industry. Our solutions make over 12 million customers genuinely happier – and that’s something we really care about. We work together to continually adapt; embracing change and the challenges it brings so that we can keep doing better. Join us and discover a place where your potential meets your passion for pets. That’s the power of plus.

We are seeking an Experience Designer to join our team and play a pivotal role in improving zooplus' customer experience through Strategic design work, customer journey mapping and the development of zooplus Services. In this role, you will use data-driven insights, customer research, and collaborative design techniques to enhancing the experiences we deliver across our digital touchpoints.

As an Experience Designer, you will be supporting the design of end-to-end customer experiences, aligning with key stakeholders, and ensuring that solutions meet customer needs while supporting zooplus’ strategic goals.

Key Responsibilities:
• Partner with data and research teams to drive design decisions, applying insights to Design work.
• Support and contribute to the development of Customer Journey Mapping to ensure a seamless experience across customer touchpoints.
• Lead exploration and stakeholder workshops to identify customer and stakeholder needs, translating these into actionable and tangible insights and solutions.
• Own and manage mid-sized projects/features, guiding them from concept to completion while ensuring they align with strategic goals and user needs.
• Collaborate with cross-functional stakeholders, ensuring their needs are integrated and addressed throughout the design process.
• Execute your ideas into tangible well designed prototypes for user testing.
• Contribute to and support the work within zooplus’ Customer Journey Management Tools, ensuring clear documentation and easy access to design assets and workflows.

Stakeholder Collaboration:
• Actively involve stakeholders in the design process, understanding their needs and tailoring design outputs to align with their expectations.
• Maintain alignment with stakeholders to ensure business goals are met and communicated effectively, contributing to long-term project success.

Business Acumen:
• Demonstrate a solid understanding of how design work aligns with team KPIs, contributing to business objectives and ensuring that customer experience initiatives support overall strategic goals.
• Use data and research results to drive decision making and help the company to make customer centric experiences.

Communication & Storytelling:
• Effectively communicate design decisions and their rationale, translating complex concepts into clear, actionable stories for diverse audiences (stakeholders, team members, etc.).
• Present results and insights in a way that’s accessible and easy to understand for both technical and non-technical stakeholders.

Strategic Thinking:
• Propose new ideas and solutions to improve projects and their business impact, continuously refining service design strategies to address more complex problems and elevate the customer experience.

Time & Project Management:
• Manage the timelines and deliverables for medium and large-sized projects, ensuring that projects are completed on time and meet quality expectations.
• Adapt to shifting priorities while ensuring that work stays aligned with project objectives and deadlines.

Qualifications
Required Qualifications:
• Bachelor's or master’s degree in UX/UI Design, service design, Human-Centered Design, or a related field.
• 3+ years of experience in product and/or service design.
• Proven ability to lead and manage mid-sized projects, bringing them from concept to completion while maintaining alignment with business goals.
• Strong understanding of design methodologies.
• Experience with design tools such as Figma, Mural, SharePoint, Baymard, Creative Suite, and PowerPoint to create deliverables and support collaboration.
• Ability to collaborate effectively with cross-functional teams, including product managers, UX/UI designers, and data analysts.
• Excellent English communication skills, with the ability to clearly articulate design decisions and insights.
• Ability to handle competing priorities and manage timelines effectively.

Preferred Skills:
• Experience in e-commerce or digital product design is highly preferred.
• Familiarity with agile methodologies and working within agile teams.
• Experience in analyzing and applying customer insights to inform design decisions.

Additional Information
Headquartered in Munich, with offices across Madrid, Krakow, Wroclaw, London and Vienna, we collaborate because we genuinely love working together - so you’ll be at the heart of an incredible, multinational team. We trust each other to get the job done, which means you’ll benefit from hybrid working, spending 60% of your time in the office and 40% at home. There’s an option to work for 20 days abroad in approved countries too. Add to that development opportunities that help you to shape your own career path, excellent training and support, wellbeing offers, subsidised transport or bike leasing, plus 20% discount across all our products, and you’ll begin to get a sense of what sets us apart. Find out more about the specific benefits at your local office in our blog posts.

At zooplus, we believe in equal opportunity and support everyone to fulfil their potential. We recognise the power of listening and learning from each other and embrace diversity and inclusion of all.

#LI-Hybrid ✈️ 28 Annual Vacation Days 🩺 Private Medical Health Insurance ⏰ Hybrid working model (up to 40% Home Office per month) zooplus is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.

Experience Designer - Service Design at Zooplus

Zooplus