Senior Service Designer

We are looking for a Senior Service Designer to join our Industry Products team and help us define and deliver the next generation location-centric technologies in areas such as Transport and Logistics, Mobility or Automotive Technologies. You represent the voice of the customer and work to create end-to-end experiences for users that span face-to-face, analogue and digital interactions. You strive to remove the unnecessary, simplify and communicate the meaningful, look to use more emotion rather than less and understand how to define experiences and services that are inherently usable and delightful. You facilitate the collective understanding of the end-to-end, front-to-back experience by mapping the orchestration of events at the intersection of technology, business and design. Our ideal candidate lives and breathes a dedication to articulating the value of user needs and well researched end-to-end user experiences, has proven experience with delivering both B2B and B2C products/solutions, and has worked in international and distributed organizations.

Responsibilities:

• Plan and conduct qualitative user research, including analysis and synthesis
• Create reference artefacts to communicate insights, ideas and strategic directions with stakeholders (e.g. customer journeys, stakeholder maps and service blueprints)
• Work with product managers, development leads and designers and translate findings into actionable insights
• Design and facilitate interdisciplinary workshops to identify core opportunity areas, ideate solutions and take strategic decisions regarding product vision and evolution
• Shape how behind-the-scenes processes and support functions interact with each other and how these impact the design process
• Collaborate with product management to establish service design as a core contributor in product strategy and prioritization

Core skills and Experience:

• Bachelor’s degree in Design, Human Factors, Human Computer Interaction, Cognitive Psychology, or Computer Science or equivalent.
• At least 4-5 years of experience in strategic design / service design
• Strong knowledge of different qualitative user research methods
• Exceptional ability to create user journey maps, service blueprints and other service design artifacts
• Proven ability to facilitate workshops with customers and/ or internal stakeholders
• Excellent communication skills. You can get your visual and non-visual ideas across to a variety of audiences.
• Manage multiple projects of varying complexities and push them proactively
• Experience in working within a B2B context with multiple stakeholders
• Working proficiency in English language is required