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.

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 you will cover a broad range of initiatives, from exploring future visions and new business models to improving the experience of the services we offer today.

Your main responsibilities are to:

• Create an understanding for customers’ needs, behaviors, drivers and expectations
• Co-create concept development with customers, staff and colleagues
• Drive, plan and facilitate collaboration in cross functional teams leaning on the design process
• Inspire, share and spread customer insights & tools as well as design thinking methodologies across the H&M Group
• Be an advocate for the customer perspective, always having a holistic view
• Plan and conduct customer research and exploratory tests
• Package and spread qualitative insights and learnings
• Identify pain points and opportunities in customer journeys
• Coach and support colleagues about customer centricity and the design thinking approach

Your profile

You have work experience within service design, probably from a consultant agency or in a similar position at another company. 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