Product Designer – Case Management & Web Engage

Product Designer – Case Management & Web Engage
Copenhagen, Aarhus or Oslo

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 we are already seeing some great success in the Netherlands since opening the entity in mid-2024, but our ambition is to become the clear European market-leader in the coming years

Why we’re proud

• Recognised as an Innovation and Growth Leader in the 2025 EMEA Customer Experience Platforms Frost Radar

• 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

• 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

Read more about us here.

What you'll do

In Puzzel you'll be part of a Product Trio, working alongside a Product Manager and a Tech Lead with shared accountability for customer and business outcomes. This role is designed for a designer who leads with data - setting the analytical benchmark for the trio, building an instrumentation mindset across the team, and translating numbers into design decisions that move the needle.

You'll also be a credible peer to our front-end engineers, conversant enough in implementation detail to challenge assumptions and raise the bar on interaction quality. And you'll work closely with our AI Hub - the team spearheading AI implementation across the product - designing experiences that expose AI capabilities in ways that are transparent, trustworthy, and genuinely useful to contact center agents and supervisors.

Key Responsibilities:

1. Data-Led Product Design

• Define and own product-level success metrics within the trio - adoption, task completion, error rates, and retention signals.

• Instrument designs for measurement from day one, specifying event tracking requirements alongside interaction specs.

• Use funnel analysis, cohort data, and behavioural signals to identify friction and translate them into evidence-based key results.

• Assess post-launch impact rigorously, closing the loop between design intent and measured outcome.

2. Front-End-Informed & AI-Assisted Design

• Engage engineering as a technical peer - understanding component architecture, rendering trade-offs, and performance budgets.

• Translate design intent into precise, developer-ready specifications that reduce rework.

• Use AI tools actively in your day-to-day practice - generative exploration, rapid prototyping, and research synthesis.

• Partner with our AI Hub to design AI-powered features (co-pilot, automation, suggestions) that are transparent and trustworthy for agents and supervisors.

• Contribute to shared principles for AI UX at Puzzel - patterns, guardrails, and design language.

3. Discovery & Cross-Functional Collaboration

• Combine qualitative insight (usability studies, interviews) with quantitative signals to build a complete picture of user behaviour.

• Partner with Product Managers and Tech Leads to understand jobs-to-be-done, pain points, and usage patterns.

• Facilitate design workshops and co-creation sessions with internal stakeholders and customers.

• Operate within an empowered cross-functional product team with shared accountability for outcomes.

4. Strategic Design Contribution

• Act as design lead for the Case Management product area, contributing to vision, strategy, and prioritisation.

• Design intuitive, accessible, and scalable experiences for a complex B2B contact centre platform.

• Contribute to and evolve our shared design system, with an eye on both scalability and engineering cost.

• Connect design work to commercial context - value propositions, GTM alignment, and measurable business impact.

• Drive continuous improvement in design processes and practices across the wider Product Design team.

The must haves

• Demonstrated experience designing complex workflows, dashboards, or multi-role enterprise systems, with a portfolio showing end-to-end process from discovery through to delivery.

• A designer at heart, first and foremost - strong functional design instincts, not just visual craft.

• An analytical mindset: comfortable defining metrics, forming hypotheses, and using data (not just intuition) to justify design decisions.

• Strong proficiency in Figma and modern design/prototyping tools, including AI-assisted design workflows.

• An active user of AI in your own design practice - generative exploration, research synthesis, or rapid prototyping.

• Understanding of front-end development principles (component architecture, CSS, performance) sufficient to challenge and collaborate meaningfully with engineers.

The nice to haves

• 5+ years in a product design or UX/UI role, ideally in B2B SaaS or enterprise software.

• Experience with product analytics tools such as Amplitude, Mixpanel, Pendo, or PostHog to drive design decisions.

• Experience designing for AI-powered features - explainability, confidence indicators, suggestions, and automation UX.

• Familiarity with accessibility standards (e.g. WCAG 2.1 AA).

• Background or genuine interest in contact centre, CX, or service operations.

The location

This role is based in Copenhagen, Aarhus or Oslo, with expectation of 2-3 days/week in the office.

What’s In it for You?

• Competitive salary based on Mercer salary benchmarking data

• 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

• 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

• 1st interview - introduction with the Design team and Hiring Manager

• 2nd interview - design workshop (in place of a take-home case study)

• Final interview with the Product Manager and Engineering Manager for Case Management

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.