Service Designer

The team & products
As our new Service Designer, based in Laerdal’s headquarters in beautiful Stavanger, you will be working closely with Portfolio Directors and cross-functional product teams in Stavanger, Copenhagen, Bangalore and the US, on a mission to help save lives.

Laerdal partners with the American Heart Association on a portfolio of CPR programs – such as RQI Provider, HeartCode Complete, and Heartsaver Direct – that deliver proven resuscitation competence to millions of healthcare providers and first responders around the world.

The core of each program is a self-directed learning experience that uses a browser-based digital app and a connected physical manikin. Each program has an overall service journey that includes a range of other touchpoints spanning sales, marketing, implementation, learner management, courses and compliance, equipment troubleshooting and support.

What you’ll be doing

• Map, visualize and connect customer journeys and service blueprints, with the goal of identifying pain points, prioritizing opportunities and aligning improvement plans with stakeholders across 3 organizations.
  
• Collaborate with product teams to map and improve sub-journeys – envisioning and orchestrating the seamless higher-level service journey by driving continuous improvement.
  
• Help product teams align on metrics and tracking methods for customer experience.
  
• Drive the implementation of journey management across the portfolio, including its tooling and new behaviors.
  
• Identify and manage service design components that can and should be re-used across the portfolio of programs for more seamless customer journeys, and for more efficient reuse internally. 

We are seeking a top-notch Service Designer who

• Has extensive service design experience and a proven track record of international service impact.
  
• Has an appetite for driving results in a complex, cross-functional and cross-organizational environment. 
•  Is fluent in service design methods, and comfortable pulling from adjacent fields as relevant – from understanding user behavior, mapping service processes, and blueprinting and designing touchpoints, to service prototyping, evaluating service performance, and driving continuous improvement.
  
• Has the ability to communicate complex issues with clarity and simplicity, through strong communication and visualization skills. 
  
• Excels in stakeholder management.
  
• Is pragmatic, outcome-oriented, and happy to work around barriers to get things done.
  
• Is a team player that enjoys participating in a cooperative environment.
  
• Drives work with proactivity, grit and effective collaboration. 
  
• Wants to join a large community of service design practice, with nearly 20 in-house service designers.
  
• Can travel internationally – the majority of our users are in the US and our development sites span across Stavanger, Copenhagen and Bangalore.