Service Designer

Are you a service designer who loves driving change?

We are now looking for a service designer that will be central in our transformation to offer best in class customer experience. I am Sara Krohn, and I am leading the CX team within B2B in Sweden.

Ready to make better happen?
As a designer you will lead our service design work and be an important part of our transformation within our B2B division, and your role will be to assure that we drive change from a customer perspective. You will envision our future state as well as our current situation. You will conduct service design projects and support the business units with design thinking methodology and tools.

Your responsibility areas in short:

• Develop and envision Telia B2B’s customer journey together with the team
• Prepare and conduct service design projects, e.g. create service blueprints that visually represent the end-to-end customer journey experience, including touchpoints, interactions, and backend processes. Test and validate service concept and iterate based on customer feedback
• Visualize and present findings with clear recommendations to stakeholders of what actions to take to improve the customer journey, and how to prioritize between those actions to drive initiatives with the greatest impact
• Collaborate with teams during the implementation phase to ensure that the designed service meets the intended objectives and ensure that the value of service design and findings of research is communicated effectively to stakeholders
• Driving cultural change across the organization with help of service design tools

You will be part of a small team with skilled service designers. The team spirit is central within our team, as we together solve and manage our challenges with great commitment and willingness to contribute.

Is this you?
You are a natural leader who are customer-focused by heart, and you love driving improvement and change. You are a good communicator, not afraid to speak up if you see potential errors, mistakes, or improvement opportunities. You are a team player and used to manage stakeholders within different parts and levels of an organisation .

Your Experience:

• Min 3 years design education
• Min 3 years of hands-on Service Design work experience
• Experience working in a NPS culture
• Experience of driving change