Senior Service Designer

We are now looking for a Senior Service Designer to join Posti’s strong in-house Design community. As a journey-focused Lead you get to work on one of our most important omni-channel customer experiences – the receiving and sending of consumer deliveries.

Together with the business and product owners, and Development teams, your role will be to gather customer insight, identify key service moments and experience gaps, and to lead the design work on solutions to make use of these opportunities. You will also work with business and product counterparts to steer the service development portfolio and roadmap.

In this role you will be:

• Identifying and maintaining the cross-channel consumer customer journey, and delivering visionary and strategic design work on in
• Providing continuous customer insights to feed into decision-making on service investment
• Maintaining the service roadmap with the business, product and process owners
• Spearheading the design work for Consumer experience together with the Lead Designers of affected channels
• Bringing transparency and constantly evolving the customer experience metrics of your respective domain
• Conducting user research and facilitate co-creation sessions with our customers
• Collaborating across teams (operations, customer service, data teams etc.) in improving our process logic and customer experience
• Constantly evolving the Posti’s design doing and our community’s ways of working together with the rest of the Design community

Ideal candidate for this role is an experienced Service Designer, with passion for constantly growing and wanting to help others grow. Service design is in your core capabilities, and you are comfortable with working with business stakeholders as well as diving deep into understanding how things work on the floor level in our logistics, in physical touchpoints such as our retail environment. Constantly validating your designs with real customers is a no-brainer to you as well as measuring success through data.

We’re offering a spot in one of the most exciting transformation journeys in Finland right now. We’ve built our design culture around trust, autonomy, and continuously supporting each other’s growth in our respective crafts. We’re proud to proclaim, that by joining us, you will be working with cutting-edge (and often even experimental) tools and processes, bridging customer journeys across channels and competences in ways that are rarely seen in the Finnish design scene. As in these specific roles, one of your tasks will be to connect the customer feedback from different channels and synthesize insights based on them, as well as participate in user guidance copywriting in your workstream, full professional proficiency in both English and Finnish is required. Proficiency in Swedish is not required but is considered an advantage.