Lead Service Designer

What we are looking for

As a Lead Service Designer, you will work collaboratively on a wide range of projects, and use human-centered and participatory design methods to facilitate service improvement and new service design efforts in cross-functional teams. In the Design team, you will play a key role in developing tools and resources for building design capability across the organization, and educating and empowering service teams to adopt new methods and mindsets.

This role will offer you the opportunity to:

• Create end to end customer journeys including all customer touchpoints and service blueprints to identify service opportunities and form the experience landscape.
• Create, lead, and implement design project and validation plans.
• Design and facilitate workshops and capability-building activities, including instructional materials, trainings, and toolkits.
• Create design concepts and prototypes, and iterate on tools and resources that promote human-centered design practice and mindset.
• Communicate and present research and design insights to stakeholders to support decision making.
• Be a part of business experimentations by contributing with a design approach for addressing opportunities and solving problems.
• Conduct qualitative design research using ethnographic and participatory methods to test service concepts, prototypes, and systems.

We expect you to have over six years of experience in service, interaction or business design, and a proven track record in creating engaging digital services and experiences. You have a Bachelor’s or Master’s degree preferably in art, design or business-related subject. You master design thinking facilitation techniques and tools also in digital channels.