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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 prod