Service Designer

Are you a Service Designer who loves to drive change? We are now looking for a service designer who will play a central role in our transformation to offer world-class customer experience. My name is Sarah S-Latef Engström and I lead the Experience Design and Implementation team within B2B in Sweden. A team that consists of service designers, analysts and project managers.

Ready to make a difference?

We are looking for a driven Service Designer with experience in Customer Experience Management who wants to combine creative problem solving with data-driven improvement work. You will play a key role in our transformation – where your focus will be on designing what our future customer journeys will look like. Here you will apply service design tools to develop customer journeys that will work throughout B2B, throughout our service portfolio and across all our channels,

Your responsibilities in brief:

In this combined role, you work both strategically and operationally to improve the customer experience:

• Be a change leader who supports the organization in becoming more customer-centric – both in culture and working methods
• Develop and design Telia B2B’s customer journeys – from current state to future dream state
• Ensure that services meet design goals and are clearly communicated to the organization
• Visualize and present insights with clear recommendations and priorities to stakeholders on what actions should be taken to improve the customer journey
• Analyze customer feedback, pain points and customer KPIs (e.g. NPS), and develop clear improvement plans. Set goals and measure the impact of improvements on our most important customer KPIs.
• Drive improvement plans cross-functionally with business units, IT, customer service and other key stakeholders

For example, you could lead an initiative to simplify the invoicing process for our corporate customers – with the goal of increasing payment rates. You map the current situation, visualize the desired future situation and define which KPIs (e.g. payment rate, customer satisfaction, case volume) should be improved. You drive the entire work – from insight gathering to solution design and implementation – and ensure that the change has a real impact for both the customer and the business.

Is this you?

You love combining insight and creativity with tangible results. You see the connection between customer experience and business, and are motivated by seeing numbers moving in the right direction thanks to your efforts. You are a team player and used to managing stakeholders at different levels in an organization.

Your experience:

• At least 3 years of design education
• At least 3 years of practical experience in Service Design and/or Customer Experience Management
• Experience in working data-driven with customer KPIs
• Experienced in leading change in larger organizations
• Strong communication skills – visual, verbal and written
• Fluent Swedish is a requirement