Product Designer – Discovery & Delivery
Oslo, Arendal or Sofia

Do you want to help shape the future of contact centre solutions? We’re looking for a product designer with strong discovery skills to make our digital platforms even more user-friendly and value-driven.

Puzzel: The Low-Down 🔍

Puzzel is a leading provider of cloud-based contact centre solutions, empowering businesses to deliver exceptional customer service. Our platform combines omnichannel contact centre, workforce management, and AI-driven analytics to optimize customer interactions and operational efficiency.

With 25 years’ experience since our foundation in Norway, we’re already #1 in the Nordics, growing rapidly in the UK and expanding into the Netherlands and Finland in 2024, but our ambition is to become the clear European market-leader in the coming years 🚀

Why we’re proud

• 2024 CX Awards Winner, ‘Best Mid-Market Contact Center Platform’
• Puzzel was recognised as the 'most innovative European-founded CCaaS provider' and top 3 globally by Frost & Sullivan in 2023
• Best Practices Company of the Year 2023
• Consistently high Glassdoor rating
• 2023 customer NPS score of 37
• Puzzel places high importance on work-life balance and flexible working hours - as recognised by Flexa, placing 16th overall for work:life balance in 2025!
• We are working with Mercer on salary benchmarking, to ensure pay equality and market competitiveness

Key Data Points

• €57m revenue in FY 2024 (up from €50m in 2023)
• Currently ~300 employees
• Used by more than 1100 businesses across 40 countries
• Servicing ~60,000 customer service agents on a daily basis + 800 million customer interactions yearly

What you'll do 🏡💻

In Puzzel you’ll be a part of a Product trio consisting of you, a Product Manager and a Tech Lead. The Product Designer work in that product trio is driving and designing the product experiences that drive measurable outcomes, user adoption, task success, and business impact through continuous discovery.

You will work in close collaboration with product, engineering, and go-to-market teams. The role contributes both strategically and tactically, helping shape product direction while executing hands-on design work aligned with team and company goals.

Key Responsibilities:

1. Product Design Execution

• Design intuitive, accessible, and scalable user experiences
• Translate product requirements and value hypotheses into flows, wireframes, mockups, and hi-fidelity prototypes.
• Contribute to and evolve the shared design system, ensuring design consistency and reusability.
• Collaborate with engineering to ensure design feasibility and execution quality.

2. Continuous Discovery & Customer Insight

• Actively contribute to ongoing discovery practices, including, Design Sprints, hypothesis framing, experimentation, and validation.
• Design and run user research and usability testing activities to uncover unmet needs and validate solutions.
• Partner with PMs and Developers to understand jobs-to-be-done, pain points, and usage behaviours.
• Use qualitative and quantitative data to inform product direction and iterate rapidly.
• Assessing the impact of initiatives after implementation.

3. Cross-functional Collaboration

• Operate within a durable, empowered product team with shared accountability for product outcomes.
• Work closely with PMs and tech leads in a triad model to shape product strategy and roadmap.
• Facilitate design workshops and co-creation sessions with internal stakeholders and customers.
• Clearly communicate design rationale, trade-offs, and insights across disciplines.

4. Strategic Design Contribution

• Act as design lead for a product area, contributing to vision, strategy, and prioritisation.
• Identify design-led opportunities to improve outcomes
• Connect design work to commercial context, including value propositions, pricing models, and GTM alignment.
• Drive continuous improvement in design processes and practices.
• Contributes to the design strategy across multiple products.

Working in the Product Operating Model

• Operates as part of an empowered cross-functional product team.
• Collaborates in a triad with Product Manager and Tech Lead.
• Takes shared responsibility for achieving product and customer outcomes.
• Designs to learn as well as to deliver through iterative cycles of experimentation and validation.
• Works across discovery and delivery without hand-offs.

Key Interfaces

• Product Managers (for strategic alignment and outcome definition)
• Engineers (for solution feasibility and delivery)
• Customer Support / Success (for real-world insight and voice of customer)
• Marketing (for alignment with identity and tone)

KPIs / Success Metrics

• Product-level impact: adoption, retention, NPS
• Discovery throughput: hypotheses validated/informed through design work
• Design efficiency: reduced rework, reduced cycle time, delivery quality
• Consistency and scalability via contributions to design system
• Positive feedback from internal and external stakeholders

The must haves 💪

• 3+ years of experience in product design, UX (UI)/graphic design, or interaction design in (B2B) SaaS
• Strong discovery and delivery skillset/experience.
• Design portfolio showcasing end-to-end design processes (problem discovery, research, wireframing, UI design, prototyping, testing, iteration).
• Proficiency in Figma and other design/prototyping tools.
• Brings an analytical mindset, a curious nature, and a keen eye for business impact.
• Strong proficiency in Figma and other design/prototyping tools.
• Strong communication skills—able to present and rationalise design decisions to stakeholders.

The nice to haves ➕➕➕

• Experience designing for AI-driven products, conversational UIs, or CX/Contact Centre platforms.
• Experience designing complex workflows, dashboards, or multi-role systems.
• Experience designing for AI/ML-powered systems or automation workflows.
• Familiarity with accessibility standards (e.g. WCAG).
• Experience working within the Product Operating Model or in empowered product teams.

The location

This role is to be based either in Norway (Oslo HQ or Arendal) or Sofia, Bulgaria, with an expectation of working 2-3 days per week in the office.

What’s In it for You? 💰

• Competitive salary
• Flexible, hybrid approach to working; split your time between the office and home
• You get to be part of a fun, driven and supportive team
• Gift on your birthday
• Annual Summer and Christmas parties
• Excellent development opportunities and a great company culture

What to expect from the interview process ❔

• Screening call with Talent Acquisition
• 1^st interview with Product Designer + UX Manager
• Case study + presentation with Product Designers, Head of Product
• Psychometric Assessments + final meeting with Product Designer + UX Manager

Puzzel Values 🎯

• Built on Trust – trust is an intrinsic Nordic value, upon which Puzzel has been built. We trust each other and our customers and partners trust us.
• Stronger Together – working together in a genuinely collaborative way, with a shared purpose, we have an empowered organisation that is better equipped to delight customers and partners.
• Stay Hungry – have a continuous hunger to raise our game, innovate and be the best we can be professionally.

Diversity & Inclusion 🌍

We want everyone at Puzzel to be their true, authentic selves at work irrespective of nationality, race, ethnicity, religion, sexual orientation, gender identity, physical ability, age, or economic background.

Whilst we are proud to already have a diverse workforce from across the globe, we are aware that things could always be improved – for example, we currently have a ratio of female 26:74 male employees, which whilst not uncommon for the tech industry (average in SaaS is 26% female), it’s far from ideal. So, what are we doing to improve this?

• Our Global Leadership Team (C-suite) has shifted from 100% male to 50 male: 50 female in the past 18 months.

• We have increased our % of female hires from 23.6% in 2021 to 38.5% in 2023.

• We are partnering with the likes of Flexa, who have significantly higher-than-average talent pools of candidates from diverse backgrounds.

• We are working with State Employment initiatives in Norway and Sweden to bring candidates through internship/apprenticeship routes and are investigating similar initiatives in the UK and Bulgaria.

• By raising awareness and transparency, we are hoping to further attract a diverse workforce.

We are continuously striving to foster an inclusive and diverse environment, where everyone is celebrated for who they are. If there is anything we can do to support you in the interview process, or beyond, please let us know.

One Last Thing ☝🏻

Even if you feel you are only a 75% match for this role, we still want to hear from you. This list is purely indicative. Skills can always be learnt.

Please note that we are not able to provide sponsorship for this role, so you must have eligibility to work in the country you are applying for.

By applying you accept the terms of our Privacy Notice which can be found on our website. Puzzel are not considering candidates that do not have a work permit in the country we are hiring in.