Service Designer

The job
As a service designer, you will work across the various stages of the Customer Experience Journey, supported by a team of experts in various fields. Your core challenges will be to help the work of our SMS initiatives, to support educational experiences and the implementation of services around it. To re-imagine how we deliver exceptional service in many stages of the customer journey – may it be the pre-sales process of a new subscription-based product platform, or re-designing how to help our users become confident in training with simulation – supported with new digital touch-points and services (just to name a few of these challenges).  

 

Your responsibilities
As a service designer, you will work across the various stages of the Customer Experience Journey, supported by a team of experts in various fields. Therefore, it is crucial that you have the confidence in jumping in the various stages of the service design process and lead/support the process where necessary.

• Research, trend analysis and helping to shape strategic CX goals and initiatives 
• Support proposition development for new projects based on strategy / research / customer needs / new service initiatives
  
• Frame design & service improvement projects
  
• Develop project plans for the stages where service design is the core element of the process (e.g. research project timeline & planning)
  
• Develop research strategies, and conduct research
  
• Synthesize & deliver insights, with storytelling skills
  
• Communicate directions, service design visions, concepts visually with key stakeholders and to the overall business
  
• Oversee and lead the designs of various deliveries (high fidelity UX prototypes, for ongoing product development initiatives, input and delivery of marketing materials, communication prompts, feedback surveys, etc..) 

You 
We are looking for a service designer who enjoys working in a fast-paced environment and collaborating with various disciplines, including marketing, sales, field services, customer services, educational services, just to name a few. You set the bar high and have the confidence to jump in the various stages of the service design process and lead/support the process where necessary. 

 

Qualifications:

• Master’s degree in design or related field – human factors, interaction design, product design, service design, etc.
• 3+ years of work experience, in a relevant design position – as Design Lead / Service Designer / UX designer 
• Experience in working in a cross functional, cross disciplinary product / service company
• Lives and breathes design thinking, and has a proven track record of working across the various stages of the design process (from discovery, to needs identification, framing, conceptualization, service prototyping, service implementation)
• Ability to think in a systemic level, and to oversee eco-systems, and their relationships
• Balanced understanding of the business needs and customer needs
  
• Experience in facilitation of the process / workshops
  
• An enthusiastic personality and an ambassador for the needs of the customer 

Laerdal is a multinational organization, with a global reach. Continuous user / customer research across various segments and countries is therefore an expected part of the job and hence it is required that the job holder can travel and self-organize customer and country visits. 

For questions regarding the position, you can reach out to; Katalin Dóczi (Design Lead) at Katalin.Doczi@laerdal.com or Maj Britt Feria (Director of Services Development) at maj.britt.reianes.feria@laerdal.com

We look forward to receiving your CV and cover letter by 6th of September at the latest.