Senior Service Designer

The position

We are looking for a Senior Service Designer to join our growing team in Global People & Organisation (P&O). You will work alongside Customer Experience, Change Management and Process Development experts. As a Senior Service Designer, you have a key role in improving P&O’s digital services. You will often be the backbone on projects from beginning to end. You will independently plan, prioritise, and deliver service design activities for our HR services.

Your main responsibilities will be to:

• Identify and champion service design frameworks that fit best to specific project needs and help bring clarity to complex challenges in human behaviours, relationships, workflow and processes, and drive decision making (e.g., customer journeys, service blueprints, ecosystem maps).
• Orchestrate and lead co-creation workshops and research initiatives with Novo Nordisk employees and stakeholders to support the analysis of current services and the design of improved/new services.
• Identify new opportunities for CX within P&O to support the organisation more efficiently and effectively.
• Support setting up a listening map and relevant metrics to help monitor service performance through time.
• Help create the long-term customer experience strategy including an engaging vision based on collected insights.
• Help shape and develop practice of service design through methods and tools within P&O, and upskilling colleagues.
• Stay updated on the latest developments/trends/thinking within your field and share your knowledge and thoughts with colleagues.

Qualifications

To thrive and succeed in this role, we expect you to have the following qualifications:

• Be a skilled professional with solid experience in the field of service design, either in-house or agency
• Champion and spread the love for (service) design thinking, human centricity, and co-creation
• Be a strong facilitator and presenter in English.
• Strong people and teamwork skills, ability to work effectively within a team and independently
• Experience in design thinking approach and different methodologies.
• Excellent stakeholder manager with the ability to establish connections with various groups of stakeholders.