Ebay Senior Service Design Manager 

Ireland, Dublin 

421762568

Translate research, data, and feedback into a clear, actionable service experience strategy.

Drive Innovation with AI: Identify and implement AI-enabled tools, automation, and personalization capabilities to elevate the customer experience and improve operational efficiency.

Champion the AI Agenda: Act as a key voice within GCX and across eBay to develop and advance our AI adoption strategy for service design.

Collaborate Strategically: Partner with Growth & Product teams to align service design with business objectives, customer goals, and segmentation strategies.

Focus on Moments of Truth: Identify and enhance the critical points in the customer journey that most impact loyalty and growth.

Shape the Future: Develop a compelling service vision and principles that reflect eBay’s unique strategy, brand, and DNA.

Design for Impact: Create service models and strategic differentiations in collaboration with GCX, GSD, Product, and Policy teams.

Visualize the Journey: Develop service concepts, blueprints, and artifacts that connect every touchpoint into a clear, end-to-end customer story.

Facilitate Innovation:

Experience:

• 5+ years in service design within a customer experience environment.

• 5+ years in a leadership role, managing high-performing, often remote and global teams.

• Proven track record of success in high-growth, ambiguous environments.

Expertise:

• Strong background in human-centered service design and a passion for customer advocacy.

• Profound understanding of service develop tools, methods, and systems thinking, including innovative technologies such as AI.

• Skilled in technical and process documentation, translating solutions into clear requirements.

Leadership:

• Strong change management and stakeholder management capabilities.

• Proven track record to foster collaboration across cross-functional teams.

Analytical Skills:

• Comfort with various data analysis tools, including AI-enhanced analytics platforms.

• Ability to link insights to practical, customer-focused solutions.

Communication:

• Able to simplify complex concepts and present them clearly to diverse audiences.

• A strong advocate for design thinking and AI adoption principles.