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Service Designer - Customer Experience and Innovation

Job Description

As a Service Designer in our Experiance team, you look beyond point solutions and apply design-led thinking to deliver new multi-channel service strategies, ecosystems, or even new businesses to the markets. You get well with designers and non-designers, thrive in a highly collaborative environment and know how to tell a compelling story. You are a thorough, lateral thinker, who can pull up the sleeves and dig deep to deliver rewarding experiences.

Sounds Like You?
If you are committed to not only transforming the world with amazing products, but also being a valued anchor to our growing global organization, you will be instrumental in our bold pursuit of helping companies change the world.

Your Impact:

As a Senior Service Designer, you drive service design activities for existing or new propositions within our full portfolio, through:

  • Design service experiences with lasting impact based on understanding of user needs
  • Develop service blueprints and customer journeys articulating existing and envisioned service experiences integrating stakeholder needs, multi-channel touch points, and back-end service delivery systems
  • Explore and articulate options for service propositions beyond product propositions based on knowledge of customer context and
  • product/service business approaches and trends
  • Create and test ways of generating revenue from new service propositions
  • Plan and lead co-creation workshops with clients, partners and customers as part of analysis and design of new services
  • Work within multidisciplinary teams to design internal business systems, processes, and capabilities required to deliver envisioned
  • Work closely with other designers to realize relevant touch points across the end-to-end service experience
  • Create and test service prototypes to gain insight into assumptions and questions of service delivery
  • Work at varying levels of fidelity to test isolated assumptions as well as holistic service experiences.
  • Create user focused strategies, innovations, solutions and experiences and the user testing and validation of these, considering usability, sustainability and appropriate visual and verbal articulation in line with Design Language System and Brand guidelines
  • Customer focus and Design consultancy, collaborating, partnering and co-creating with internal and external stakeholders, with clear and impactful communication and articulation of design decision making


Your Skills & Experiences:

  • Bachelor/Master degree in Design, Design Research or related discipline, or equivalent professional Design training experience.
  • Track record of leading complex and large scale, transformational and/or multiple simultaneous projects with decentralized teams
  • Demonstrable design advocacy to provide strategic and tactical design direction
  • Strong influencing and expectation setting skills
  • Substantial day-to-day coordination skills to maintain high design standards
  • A portfolio to show us your way of thinking.

Additional Information

Please note:


The entire PS community is working remote as we navigate the COVID-19 global health crisis together. Our recruiting procedures have been adjusted to ensure the health and safety of our candidates and our people remain a priority. All of our interviews are now taking place via phone and video conferencing. Thank you very much for your understanding.

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