Service Designer

About the service

At Fortnox, we are on an exciting journey where customer experience is a central part of our strategic development. We know that the best customer experience does not stop at a single product – it extends across every touchpoint, from A to Z. That’s why we are looking for you who are passionate about seeing the big picture, and who can design and optimize the complex customer journeys that tie together our entire ecosystem.

As our new Service Designer, you will be a key person in understanding our customers in depth and involving them in the development of Fortnox. Your work will include mapping and designing customer journeys and service blueprints. You will work on cross-functional projects that affect multiple departments and services. You will be responsible for the entire process, from researching customer insights and transforming them into finished concepts and designs to ensuring an engaging, world-class experience that is based on our customers.

More specifically, you will:

• Investigate and document customer insights in relation to the customer’s journey and experience with Fortnox

• Map and design both existing and completely new customer journeys and service blueprints

• Lead and conduct customer surveys in the form of interviews and questionnaires, among other things

• Be an important part of change projects and work closely with large parts of the Fortnox organization

About you 
We are looking for someone who is passionate about shaping the total customer experience. You have at least 3–5 years of experience working with customer journeys and service blueprints at a strategic level. You are used to working with CX and see how an overall customer experience drives Fortnox’s commercial and strategic goals. Your good knowledge of design theory, processes and tools allows you to work both creatively and structured.

To succeed in this role, you need to be a skilled communicator with good collaboration skills, ready to work closely with teams across all functions and business areas. Knowledge of UX copy is an asset.