Service Designer

We are looking for an ambitious Service Designer – UX Analyst with a strong commercial mindset, and a hands-on attitude to join us on a transformational journey rethinking and optimizing Novozymes online presence.

Your focus will be to secure a successful customer experience within our digital products and across different platforms.  You will be working with the Product Owners in the Digital Transformation department and will be driving both phases of UX discovery and UX optimization, with a special focus on the latter in the start.  You will be gathering new data, assessing data from already implemented solutions and triangulating data with existing qualitative research methods. Based on the findings you will be suggesting improvements to the existing solutions and to how they should better connect to other solutions always striving for an optimal service and seamless customer experience.

In addition, together with the Product Design team, you will help:

• Define and drive adoption of user centric activities into the broader department of Digital Transformation.
• Map and validate customer journeys and personas and secure relevant stakeholders are rallied around customer’s pains & needs.
• Provide strategic guidance with discovery, selection, and justification of projects.

Your tasks: 

UX Optimization (product specific)

• Determine project-specific metrics that can be measured before and after implementation to ensure satisfaction with the deliverables.
• Health-monitor our digital products and platforms: identify goals, define metrics, track KPIs, analyze trends, identify UX opportunities and propose solutions to identified issues.
• Experiment with different testing methods (A/B testing, etc.) to improve overall user experience.

Service design (across products)

• Develop service design blueprints.
• Gather and analyze data, and identify issues and gaps to be solved with UX expertise.
• Suggest improvements to the user journeys on a continuous basis.
• Use insights to inform and guide the annual project selection process.

To succeed in this position you need to:

• Have a strong experience in service design, user experience analytics, digital data analytics, or equivalent.
• Have a strong working experience with common analytics packages (e.g. Google suite, Hotjar, Facebook-Pixel, etc.)
• Be able to translate complex data into easy-to-understand information and direction.
• Have a good understanding of B2B business, customer engagement and market logics.
• Be proactive and solution oriented, always looking for optimization opportunities.
• Be an excellent collaborator, with the ability to work closely and build relationships with stakeholders across markets and disciplines.
• Supplemental education in project management, personas development and customer journey mapping is a bonus.

Applications must be submitted online. When you apply please include your CV, Cover letter and diploma(s).
Please also share your portfolio (if you have one) or explain in one page a case where you had to make a blueprint and propose concrete solutions for improvement.
All documents must be in English.