Product Designer – Case Management & Web Engage

Product Designer – Case Management & Web EngageCopenhagen, 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…