Service Designer

About the role

Are you driven by the challenge of designing seamless, human-centered services that make a real impact? We are now looking for a curious and strategic Service Designer to join our Digital Consumer Offering team. In this role, you will be instrumental in exploring, designing, and improving consumer-facing digital services across our digital platforms. You will work closely with product teams to ensure our services are intuitive, valuable, and aligned with real customer needs. Additionally, you will be part of our ever-growing Design Community of Practice, offering support in terms of sparring, ways of working and subject-matter expertise.

More about the position and key responsibilities:

• Lead end-to-end service design processes – from discovery to implementation, using Service Design methodologies to uncover needs and design impactful service solutions within the Digital Consumer Offering area.
• Service improvement: Identify and validate pain points and opportunities in existing services and propose improvements that enhance customer experience and customer value.
• Cross-functional collaboration: Collaborate with cross-functional teams to deliver key design artifacts, including journey maps, service blueprints, prototypes, wireframes, and design systems.
• Customer-centric development: Apply qualitative and quantitative research methods to inform design decisions and validate hypotheses.
• Prototyping and testing: Develop and test service prototypes to validate concepts and gather feedback from users and stakeholders.
• Strategic thinking: Translate business goals into actionable service design initiatives and measurable service improvements.
• Communication: Communicate design deliverables clearly and align teams through visual artifacts and storytelling.
• Facilitation: Facilitate workshops and plan discovery and immersion activities to align business, product, and tech stakeholders.
• Continuous improvement: Promote a culture of experimentation, learning, and iteration within the team and across the organization. Support and mentor within the Fortum Design community to showcase and embed service design practices within delivery teams.

About you

To succeed and thrive in this role, we see that you have:

• At least 5 years of practical work experience within UX design, service design or business design, as well as relevant educational background (B.Sc. in IT, Service Design or similar).
• Proven experience in service design, ideally within digital consumer products.
• Strong expertise in user research, experimentation and facilitation methods.
• A collaborative, empathetic mindset and a passion for strong customer centric service experiences.
• Ability to think both strategically and practically – balancing big-picture vision with hands-on execution.
• Excellent communication and facilitation skills.
• Fluent skills in both written and spoken English, as well as fluent skills in the local language (Swedish, Finnish or Norwegian) as the role involves customer communication in local language.