Lead Service Designer

Your role

The mission of our international Fortum Design team is to design and facilitate quality service experiences within the retail and enterprise customer landscape, and advocate the design thinking in the whole Fortum organization. We partner with teams across the company to improve customer experiences, incubate new services, and cultivate a human-centered culture and design thinking capability within Fortum.

We are looking for a seasoned service designer to join the Fortum Design team in Espoo. As a Lead Service Designer, you’ll be part of our international design team that seeks to shape the future of Fortum and its customers. You will have a great possibility to impact the human-centered culture in the company and will influence the way the design thinking is implemented.

Position is located at the Fortum Offices in Espoo Finland, requiring some international travel due to business development needs in multiple countries. In the role of Lead Service Designer, you will lead global design activities for a business domain and report to the Head of Design.

Read more about us and what we do from our blog: https://medium.com/fortum-design

Join the change and create sustainable energy solutions together with our dynamic team!

We offer you

This is the start of your meaningful career journey at Fortum. We actively encourage job rotation and development activities across the company with open leadership as our guiding principle. We’re making a step change in the areas of service design, customer experience and commercialization. In addition to the higher customer engagement and satisfaction, our business transformation will enable higher value creation from the existing and acquired customer bases, thus enabling new growth opportunities.

As a Lead Service Designer, you will work collaboratively on a wide range of projects, and use human-centered and participatory design methods to facilitate service improvement and new service design efforts in cross-functional teams. Also, business experimentation with the lean start-up methodology will be part of your playing field. In the Design team, you will play a key role in developing tools and resources for building design capability across the global organization, and educating and empowering service teams to adopt new methods and mindsets.

This role will offer you the opportunity to:

• Create end to end customer journeys including all customer touchpoints and service blueprints to identify service opportunities and form the experience landscape.
• Create, lead, and implement design project and validation plans.
• Design and facilitate workshops and capability-building activities, including instructional materials, trainings, and toolkits.
• Create design concepts and prototypes, and iterate on tools and resources that promote human-centered design practice and mindset.
• Communicate and present research and design insights to stakeholders to foster decision making.
• Be part of lean start-up way of business experimentation
• Conduct qualitative design research using ethnographic and participatory methods to test service concepts, prototypes, and systems.

Your Qualifications

We expect you to have over six years of experience in service, interaction or business design, and a proven track record in creating engaging digital services and experiences. You have a Bachelor’s or Master’s degree preferably in art, design or business-related subject. You master design thinking facilitation techniques and tools also in digital channels.

A fast-changing work environment intrigues you, you enjoy agile development and understand the role of new technology as a business enabler. Experience in business development, lean start-up way of working, and working in an international, multisite environment are considered a plus.

You are fluent in written and spoken English, skills in Finnish and Swedish are considered as a strong asset.

Interested?

Please send your application, link to your design portfolio and CV together with your salary request via our online recruitment tool at www.fortum.com/careers by Feb 7th 2021 at the latest. We will start interviews as soon as suitable applicants are found.