At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We're the thrill of the first night in a new place. The excitement of the next morning. The friends you make. The journeys you take. The sights you see. And the food you sample. Through our products, partners and people, we can empower everyone to experience the world.
Role Description
This role is based in Amsterdam. This role does not come with relocation assistance
In the journey to further professionalize Booking.com and our industry, we are building a dedicated Partner Process team to support this journey. The team is responsible for managing, governing and optimizing all regulatory processes and acts as a single point of contact for all process related matters across the organization.
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The role of Service Designer is to design the service operating model as well as define the end-to-end partner experience aimed at ensuring that our partners become compliant.
Key Job Responsibilities and Duties
- Design and review the service operating model, including change controls, for the internal ways of working in the business unit
- Leverage from product and business owners to scope & deliver high-quality service design solutions and strategies
- Design and review end-to-end partner journeys across the regulatory interactions
- Review end-to-end partner journeys and identify key areas of improvement
- Collaborate with the process owners and product teams to capture and define key improvements, set SLAs and define change controls
- Size and scope impact of new regulations on the existing service model and end-to-end journey
- Design a multi-year north star service approach including defining an agreed roadmap during the semi-annual prioritization cycle
Role Qualifications and Requirements
- Preferably relevant knowledge of and experience working with New Business Development teams
- Ability to successfully drive change across teams in different business areas
- Customer journey mapping and process design skills
- >5 years experience in cross-functional project management
- Senior stakeholder management skills
Benefits & Perks: Global Impact, Personal Relevance
- Annual paid time off and generous paid leave scheme including: parental (22-weeks paid leave), grandparent, bereavement, and care leave
- Hybrid working including flexible working arrangements, working from home furniture and ergonomic support, and up to 20 days per year working from abroad (home country)
- A beautiful sustainable HQ Campus in Amsterdam, that offers on-site meals, coffee, and snacks, multi-faith and breastfeeding rooms at the office*
- Commuting allowance and bike reimbursement scheme
- Discounts & Wallet credits to spend on our products, upgrade to Booking.com Genius Level 3, and friends & family Booking.com discount vouchers
- Free access to online learning platforms, development and mentorship programs
- Global Employee Assistance Program, free Headspace membership
DEI: Diversity, Equity and Inclusion at Booking.com
Diversity, Equity and Inclusion (DEI) have 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 create a unique workplace, it also creates a better and more inclusive travel experience for everyone."
We will ensure that individuals with disabilities are provided reasonable adjustments to participate in the interview process. Please contact us to request adjustments.
Career Development Opportunities
- Bi-annual performance conversations, company-wide mentoring program, and internal development opportunities
- Unlimited access to online learning platforms: Udemy, Coursera, LinkedIn learning, O'reilly
Pre-Employment Screening
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.