Service Designer

About the role

We are looking for a Service Designer to our brand-new function Innovation & Incubation at H&M Group, Business Tech. As a Service Designer at H&M Group you will actively work on developing the future customer experiences and offerings. In collaboration with colleagues across the organization, you will use the design process to explore, define, prototype and test hypotheses for all touch points (physical and digital). The customer is always our starting point and your missions is to transform customer insights into business opportunities.

We are in the exciting process of building an Incubation area to realize our ambitious targets we as a group have set within Circular Business Models. We will test, iterate and learn how we can incubate a new kinds of business model and leverage the effect driven and customer focused WoW within Business Tech to see how we can find maximum impact and customer value – exciting! To do this, you will be part of a cross-functional, multi-competent product team consisting of Product Owner, Business Experts, Digital designer, Software Engineers and Data Analysts. The team is part of the Circular Business Model Incubation area which at the moment consisting of three teams with the ambition to grow in the coming year.

Responsibilities

As a Service Designer you will get a lot of responsibility. It is sometimes challenging, but also rewarding and definitely a lot of fun to design the experience for customers all over the world. The retail industry is transforming, and in this role – you together with a dedicated product team will focus on making an entirely Circular Business Model a new reality for H&M Groups’ customers.

Your main responsibilities are to:

• Be part of the teams success to reach their mission
• Create an understanding for customer’s needs, behaviors, drivers and expectations
• Identify pain points and opportunities
• Develop hypotheses and concepts in co-creation with customers, staff and colleagues
• Drive, plan and facilitate collaboration in cross functional teams leaning on the design process
• Plan and conduct customer research and exploratory tests
• Be an advocate for the customer perspective, balancing the holistic and detail view of the end-to-end experience of the future product/service
• Work in close collaboration with other designers, within your product and across the product area to leverage collective learnings, supporting overarching needs and improving the WoW

Your profile

You have work experience within service design, probably from consultant agency or in a similar position at another company or start up business. You have a creative mindset, human centered approach, co-creative spirit and a holistic view. We also want you to have…

• Experience of developing customer experiences cross channels and confidence in Service Design and/or Design thinking methods and tools
• Skills, knowledge and experience of qualitative research and methods
• Talent in visual and verbal communication and the ability to make things tangible
• The drive to keep up- to- date with latest qualitative design methods, general consumer behavior and trends across industries
• Experience working in a cross functional team is nice to have
• Experience within Circular Business models and/or Sustainability is nice to have

Personal skills

Just like people at H&M Group, we believe you´re social, communicative and an ambitious team player full of drive and optimism. You are keen on input and feedback and you love to collaborate and communicate with colleagues in other roles with the goal to find the best way forward with your never ending “can-do attitude”.

You are curious, open minded and love talking to customers to understand human behaviours and needs. You have the ability to bring simplicity into complex issues, a large portion of common sense, and know how to engage and explain when presenting to others.