Service Design Expert

If insurance is looking for a result-oriented and self-driven Service Design Expert to join a dynamic team of customer experience development professionals. We drive the organisational changes via best in class customer-centric services, both in digital, non-digital as well as hybrid form.

Your skills and experience needed:

• Customer centricity with a demonstrated track record
• Minimum 3 years of experience with service design solutions for medium to large organisations, in consulting, UX, marketing, business or process development roles
• Knowledge and experience with service design tools, quantitative and qualitative research methods, personas, journey mapping, service blueprints, iterative prototyping and testing design scenarios
• Track record in designing omni-channel experiences with complex enterprise systems, piloting services and operationalizing pilots
• Confidence at interviewing customers and ability to identify pain points with the highest impact
• Experience with planning and facilitating workshops and engaging business stakeholders

• Preferable experience with Adobe XD, Invision or Sketch
• Bachelor’s Degree, and preferably certifications in service design, experience design
• Excellent communication skills, curious mindset and sense of responsibility
• Strong analytical skills and ability to link data with qualitative insights
• Ability to work individually and in teams

Key responsibilities:

• Discover true customer needs, painpoints and highlights
• Plan, conduct, analyse customer and user research
• Evaluate existing services with usefulness, usability, accessibility
• Transform customer painpoints into conceptual and real needs-based solutions
• Conduct behavioural in-context user testing
• Collaborate with UX/UI designers and stakeholders to deliver best in class customer journeys
• Lead and inspire design thinking across Baltic business and IT teams
• Facilitate co-creation workshops
• Know when to apply which method
• Focus on customer and business value added