Senior Service Designer

Welcome to Nordea’s Designer Community. The broader team of 60+ designers is located across the Nordics, but you’ll work day to day with a small team in Copenhagen that includes all talent – Content, Service, Research, UX, and UI Designers – necessary to shape the future of business banking.

Inside Nordea, we add value by working at the forefront of intuitive, innovative, and efficient services that enable our customers to bank with confidence. We strive to learn and understand our users’ needs, behaviours, and emotions that inform product strategy and design decisions.

On a daily basis, you will work with stakeholders, subject matter experts, and designers to weave together the business, customer and technical vision into inspiring solutions that excite both our customers and colleagues.

You will be a key part of cross-functional, agile delivery teams tasked with designing solutions for complex customer needs in mobile and responsive web platforms.

What you’ll do in this role:

• Discovering and defining solutions that our small and medium business banking users will love
• Mapping and visualising complex customer experiences to help influence and support stakeholders
• Working with researchers to gain insights, test concepts and incorporate customer feedback into solutions
• Partnering with cross-functional teams to define and shape the work needed to deliver on our Small and Medium Enterprise digital strategy
• Staying up to date on the latest design tools and techniques, customer needs, behaviour and perceptions, as well as business and industry drivers

Who you are

Collaboration. Ownership. Passion. Courage. These are the values that guide us in being at our best – and that we imagine you share with us.

We are looking for someone that is curious, continually looking for ways to grow their design skills, to work with our product development teams, to think critically about what we’re doing and how to improve the customer interactions through empathy.

To succeed in this role, we believe that you:

• Have a passion for all things design related, with a desire to push the boundaries of design and customer experience
• Have strong communication skills, including presentation skills and the ability to explain your design decisions
• Have strong work ethic, underpinned by a positive attitude and a passion for learning and growing
• Possess an immaculate attention to detail
• Are a well-organised, independent and curious self-starter with a proven ability in enabling and producing high-quality design
• Want to create a real impact at scale
• Are a team player who enjoys working across silos to deliver value

Preferred experience and background:

• 5+ years of service design experience with a multinational brand, design team or similar
• BA/MA degree in Art, Design, Strategy, HCI or a related field
• Experience collaborating with multi-disciplinary teams and digital technologies
• Comfortable in complex environments where trade-offs are a part of the job
• Good understanding of Service Design methodologies, product design and digital trends
• Ability to create detailed journey/experience/blueprint maps, mindsets/personas, scenarios, storyboards, simple prototypes, and compelling presentations
• Good interpersonal skills and a willingness to mentor others
• Ability to extract customer insights from both qualitative and quantitative data
• Comfortable asking the difficult questions and facilitating meetings and workshops with senior stakeholders