As a service designer, a great responsibility lies in shaping, driving and completing change activities on a strategic level in a business that needs support regarding working methods, communication, training and change management.

You will belong to the group Digital Customer Experience under our section Strategy and Business Development. The section is responsible for methods and processes linked to developing and delivering digital services that are primarily used by travelers, but also traffic operators and other partners. The group, Digital Customer Experience is under construction and has the task of contributing expertise, working methods and tools to understand and meet customers’ needs, behaviors and expectations in the customer journey.

As a service designer, you will contribute with a customer-centered process and method in the development of the traffic administration’s service delivery, not only limited to digital channels, which requires collaboration with large parts of the organization in addition to IT, e.g. business, communication and market. You will also support based on design expertise in strategic issues such as goals and priorities, as well as define and drive how we as an organization need to develop to become an even more customer-centric organization.

Furthermore, together with other designers and researchers:

• explore our customers’ behaviors, motivations and needs
• make customer travel maps, service maps and ecosystem maps
• improve yourself in strategies and future trends
• develop and evaluate concepts based on the insights identified in work

What we are looking for

As a service designer, experience and knowledge of change management are required, as well as agile transformation in complex organizations. You thrive when you get to create good conditions for dialogue and collaboration with other parts of the business as well as with external parties. You also need to have very good process and method knowledge in design and customer-centric service development, and are not afraid to roll up your sleeves and use your methodological toolbox.

Furthermore, you have:

• relevant higher education in UX Design, Service Design, Business Design or Interaction Design, or equivalent knowledge acquired in another way
• a few years’ experience in service design. We are looking for service designers with different lengths of experience
• documented experience of user research
• documented experience of customer travel and experience mapping
• documented experience of service maps / service blueprint