Service Designer (m/f/d)

About the job

• Customer Journey Mapping: Collaborate with teams to analyze and map out end-to-end customer journeys, identifying pain points, opportunities, and touchpoints for improvement.
• Research: Conduct user research, interviews, and usability testing to gain insights into customer behaviors, preferences, and needs.
• Service Blueprinting: Develop service blueprints that outline processes, interactions, and touchpoints across various channels, ensuring a seamless and cohesive experience.
• Concept Ideation: Generate innovative ideas and concepts for enhancing service offerings and customer interactions, considering both digital and physical touchpoints.
• Prototyping and Testing: Create prototypes and mockups to visualize service concepts and test their viability through iterative design and user testing.
• Collaboration: Work closely with cross-functional teams, including sales, product managers, and marketers, to align on design strategies and ensure consistent messaging and branding.
• Human-Centered Design: Apply human-centered design principles to create empathetic and customer-focused solutions that address user needs and pain points.
• Data Analysis: Utilize data and analytics to inform design decisions, measure the effectiveness of service enhancements, and drive continuous improvement.
• Stakeholder Management: Effectively communicate design concepts, strategies, and rationale to internal and external stakeholders, fostering a shared understanding and alignment.
• Trend and Industry Research: Stay current with industry trends, emerging technologies, and best practices in service design, and integrate relevant insights into the design process.

Qualifications

Your profile:

• Bachelor’s or master’s degree in service design, Interaction Design, Business Administration, or a related field
• Strong knowledge of customer journey mapping, design principles and methodologies.
• Relevant experience in the field of customer experience or theoretical and practical knowledge of the principles of customer experience
• Excellent interpersonal and communication skills, with the ability to collaborate effectively with cross-functional teams.
• Experience with user research techniques, including interviews, surveys, and usability testing.
• Knowledge of industry trends, emerging technologies, and best practices in service design.
• Proficiency in using visualization tools such as Adobe Creative Suite, Miro, Figma, or similar for effective communication of ideas.
• Strong problem-solving skills and a structured and analytical approach, with mental flexibility and creativity
• Fluent in spoken and written English, willingness to travel and team player mentality.

Additional Information

• To be part of a fast-growing international team that has significant scaling ambitions across multiple markets.
• Work-Life Balance: Trusted working hours, 30 days of vacation and home office options
• Further training: A comprehensive further training offer over an own training team as well as an own annual training budget
• Well-being: Health programs, a free fitness studio on our campus and regular employee events
• Comfort: Very good public transport connections and free parking spaces including charging facilities for e-mobility. Two canteens with a varied selection of meals and discounts in our stores and at many partner companies
• Candidate has great perspective in further pursuing his career within Metro Group with our fast growing various fields and functions after completing the assignment.