Senior Service Designer

About the Role:

We are seeking an experienced and visionary Service Designer – Senior Expert to join a forward-thinking Digital Services organization. In this role, you will be instrumental in shaping and elevating end-to-end service experiences across a diverse portfolio of digital products and customer touchpoints.

Working within a highly collaborative Customer Experience function, you will help transform deep customer insights into seamless, intuitive, and value-driven service offerings. You will act as a key connector between user needs, business objectives, and organizational capabilities—driving consistency, innovation, and long-term value creation.

Key Responsibilities:

• Lead End-to-End Service Design
  • Own and drive the design of holistic customer journeys across the full service lifecycle
  • Create, visualize, and maintain service blueprints and experience maps
  • Ensure consistent and premium user experiences across channels and touchpoints
• Translate Insights into Impact
  • Turn customer and user research into actionable design strategies
  • Identify experience gaps, opportunities, and areas for improvement
  • Align stakeholders around a shared understanding of the customer experience
• Drive Cross-Functional Collaboration
  • Work closely with product owners, developers, designers, and business stakeholders
  • Facilitate workshops, co-creation sessions, and design sprints
  • Support both new service development and continuous improvement initiatives
• Champion Lean & Iterative Design
  • Lead the design process from discovery to validation
  • Prototype and test concepts early and iteratively
  • Simplify complex systems into clear, actionable service designs
• Strengthen Design Culture
  • Mentor and coach junior designers and team members
  • Promote best practices in service design and customer experience
  • Contribute to building a strong, insight-driven and collaborative design organization
• Support Business & Organizational Growth
  • Contribute to business development and strategic initiatives
  • Help plan and lead projects with a strong value-driven mindset
  • Facilitate change management and drive adoption of new ways of working

Requirements:

• Experience
  • 12+ years of experience in Service Design, preferably within digital services
  • Proven track record in both B2C and B2B environments
• Core Competencies
  • Strong systems thinking and holistic design approach
  • Deep expertise in service design methods, tools, and frameworks
  • Experience with customer journey mapping, service blueprinting, and research synthesis
• Strategic Mindset
  • Solid understanding of business design, strategy, and value creation
  • Ability to connect design decisions with business outcomes
• Collaboration & Communication
  • Excellent stakeholder management and facilitation skills
  • Strong storytelling and presentation abilities, including senior leadership engagement
  • Experience working in large, complex, and cross-functional organizations
• Ways of Working
  • Comfortable in agile, iterative, and fast-paced environments
  • Curious, proactive, and open to experimentation and innovation