Job Title: Global Partner Services - Senior Service Designer

Company: Booking.com

Location: Amsterdam, Netherlands

Job Type: Full Time

Role Description

Please include your portfolio in your application!

Team overview
Welcome to the Partner processes team at Booking.com. We are a team that designs, optimizes, and governs processes that deliver a seamless partner experience while enabling efficient collection and verification of business data to ensure regulatory compliance. As a team, we are positioned in the heart of the Accommodation business unit and are responsible for all partner processes where we need to collect information from our partners to become and stay compliant. 
What we bring to the table is our ability to understand the various requirements coming to Booking.com, translate these into efficient and effective processes, and present the key metrics to our stakeholders. In this, we use our knowledge of service design, process management, and ability to deliver impact-driven process excellence to the organization.

Role overview

The role of Senior Service Designer is pivotal in designing and reviewing the service operating model and defining the end-to-end partner experience. In the role, you will design and facilitate the implementation of (parts) the end-to-end partner journey, collaborating with product, UX designers and senior stakeholders to drive business outcomes. You will also play a key role in defining key areas of innovation and automation, using a partner centric view across the experience we offer these partners. 

Key Job Responsibilities and Duties  

• Define, design, and review end-to-end partner journeys across regulatory interactions and identify key areas for improvement
• Design and optimize our service operating model to facilitate the integration of new services (e.g. new regulations)
• Size and scope the impact of new regulations on the existing service model and end-to-end journey
• Mentor peers and contribute to service design standards and frameworks across the craft, including peer-reviewing or co-designing service designs
• Collaborate with product teams and their UX designers to drive improvements for both partner and internal users 
• Design and run service experiments/pilots to de-risk and validate changes; scale validated solutions and integrate into BAU with playbooks, training, and governance
• Form and lead cross-functional virtual teams to tackle ambiguous, multi-system service problems; align senior stakeholders to decisions
• Leverage product and business owners to scope and deliver high-quality service design solutions and strategies
• Design a multi-year 'north star' service approach and define an agreed roadmap during the semi-annual prioritization cycle
• Independently identify and manage relevant dependencies to minimize risks and potential challenges

Role Qualifications and Requirements

Education: Master’s degree in a relevant field

Experience:

• 8+ years of experience in service design, process management, and/or cross-functional project management
• Expertise in managing processes in regulated environments (e.g., Know-Your-Customer, DAC7, DSA)
• Proven ability to influence and collaborate with senior stakeholders and cross-functional teams, including experience working with senior level management (up to C-level executives)
• Customer journey mapping and process design skills

Mindset and Attributes:

• Entrepreneurial and agile mindset with a focus on continuous improvement
• Ability to successfully drive change across teams in different business areas
• Strong networking and negotiation skills
• Ability to understand complex issues and discern potential legal risks or implications

Technical Skills:

• Experience working with product teams to translate business requirements into customer-centric solutions
• Advanced knowledge of process automation and monitoring tools

Benefits & Perks - Global Impact, Personal Relevance:

Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, as well unique-to-Booking.com benefits which include:

• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave

• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)

• Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit 

Inclusion at Booking.com: 

Inclusion has been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.

Take it from our Chief People Officer, Paulo Pisano: “At Booking.com, the diversity of our people doesn’t just build an outstanding workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It’s a place where you can make your mark and have a real impact in travel and tech.” 

We ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.

Application Process: 

• Let’s go places together: How we Hire

• This role does not come with relocation assistance.

Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.

Posted: 20/11/2025