Principal Service Designer

Your role

The advertised position is in the Design & User Experience team and offers the opportunity to work with a diverse group of creative enthusiasts, driving for design excellence in key strategic projects and turning customers into fans. We are looking for a Principal Service Designer (m / f / d) to take-over a central role for future innovations in B2C and B2B, and to lead and contribute to:

· Translate customers perspective for business design and value proposition framing

· Define customer insights and trends to drive the creation of coherent experience and service concepts within complex eco-systems

· Create and compose leading customer experience strategies in the sweet spot of desirability, feasibility, viability and integrity

· Improve customer journeys of existing business propositions and design new emotionally engaging journeys that don’t yet exist in the market

· Craft experience prototypes of various fidelity levels across omni-channel customer journeys

· Introduce measurement solutions to validate customer value and success

· Lead and orchestrate design teams and related activities across all phases of innovation development process, from initial research to final roll-out

· Apply design thinking and tailored customer-centric methods in interdisciplinary project teams, leading the process with top experts from multiple domains

· Act as design ambassador and manage stakeholders with empathy, providing customer-centric storytelling and insights for business decisions

· Explore and transfer newest technologies into experience solutions and keep the team ahead of time

· Share knowledge and skills and help colleagues and team to grow

Your profile

The advertised position requires a selected set of experience and skills:

· Master’s degree in design (e.g. product service system design) and 8+ years of work experience in service design

· Fluent in English

· Insight expert with profound practice of desk research (e.g. trends analysis, competitive landscaping) and qualitative and quantitative customer research (e.g. user validation, customer satisfaction and success measurement)

· Method expert of end-to-end customer journey analysis, service system mapping and user/data flows

· Strategic system thinker, able to create holistic experience strategies, combining inside and outside perspectives (customer, business, technology, environment)

· Profound creator of experience concepts and service blueprints across multiple customer touchpoints and product-/service categories

· Confident moderator and facilitator of design thinking formats, customer-centric workshops and design sprints

· Domain leader with broad experience of initiating and applying customer-centric design activities along the innovation development process in agile and interdisciplinary projects

· Experienced design manager, able to orchestrate internal service design activities and delivery of external partners based on time, budget and quality

· Communicator who drives customer-centricity in organization and influences key decision makers to challenge conventional practices and to instill customer perspective in decision-making processes

· Storyteller with the strong ability of visualizing complexity to define opportunities, communicate strategies and encourage collaboration

· Future thinker with the ability to inspire teams with knowledge of service design trends, new interaction paradigms and latest experience related technologies

· You are driven by curiosity and thrilled to explore positive use of technologies for human being and environment

· You embrace complex challenges and problems and inspire new ways of thinking

· You drive for excellence and are on the path of lifelong learning

· You rank team always over ego and are passionate about collaboration with people from many cultures