Senior Service Designer

What is this role about?

Loan Servicing at Bondora owns the entire post-loan experience — from the moment a loan is issued until it is fully repaid or recovered. This area ensures that customers clearly understand their loan, can manage payments through intuitive self-service tools, and receive the right support and communication when challenges arise.

As a Senior Service Designer, you will design and optimise end-to-end customer journeys across all our markets, creating seamless experiences that span digital and operational touchpoints. Your primary focus will be on loan servicing, shaping how customers manage and interact with their loans throughout the entire lifecycle.

You will collaborate closely with Product, Engineering, Operations, and Business stakeholders to evolve services that balance customer needs, operational efficiency, regulatory requirements, and scalability. Taking a systems-level perspective, you’ll bring clarity to complex service flows and translate them into intuitive, structured, and scalable experiences.

This role offers a high degree of ownership, exposure to diverse and complex challenges (technology, regulation, operations, customer experience), and an environment that values collaboration, critical thinking, and impact.

Your main responsibilities:

• Own and evolve end-to-end service journeys across the loan lifecycle.
• Apply systems thinking to identify structural improvements beyond surface-level UX fixes.
• Translate complex regulatory and operational constraints into intuitive customer experiences.
• Partner closely with Product and Engineering to ensure solutions are both desirable and feasible.
• Prototype, test, and iterate on new or improved concepts in an evidence-based way
  service concepts, iterating based on feedback.
• Conduct and synthesise user and stakeholder research to inform design decisions.
• Create service blueprints, journey maps, and system diagrams to support implementation.
• Facilitate workshops and co-design sessions to align stakeholders and identify opportunities.

What would ensure success in this role?

• Strong grounding in service design principles and methods.
• Systems thinking skills, with the ability to analyse and improve complex service ecosystems.
• Strong communication and visualisation skills (service blueprints, journey maps, system diagrams).
• Experience prototyping and testing service concepts using an iterative, evidence-based approach.
• Structured, user-centred problem-solving approach informed by data and research
• Strong understanding of product and UX design processes.
• Ability to move confidently between strategic thinking and hands-on execution
• Experience facilitating workshops and aligning cross-functional stakeholders.

This role requires the candidate to be located in Estonia.

What can you expect at Bondora? 

• Contribute to Bondora’s ambitious goal of reaching 1BN in revenue. Your skills and efforts will directly impact our growth trajectory and shape the future of our company.
• Our employees deserve the best. We recognize our people with a competitive salary and a generous benefits package (5 weeks of vacation, private healthcare compensation, hobby grant, mental healthcare support, share options, and much more!)
• We provide an environment that encourages your personal and professional growth. As we constantly evolve and innovate, you’ll have endless opportunities (and budget) to expand your skills and skyrocket your career.

The next steps

If you have the guts, ideas, and a team vision, apply now! 

Our hiring process: 

• Meet Kerli, our Talent Acquisition Partner: Your first interview with Kerli will give you the chance to share your experiences and aspirations. 
• Meet with Halina, our Head of Product Design, and the Hiring Manager.
• Put your skills to the test: Tackle a live case study and complete a personality survey online.
• Engage with the main stakeholders.
• The celebration begins: If the stars align, receive an offer to join the Bondora team!