Senior Service Designer

We are looking for an experienced Senior Service Designer to work with a growing team of designers and experts solving some of the toughest challenges that exist in the digital realm of our transforming organisation.
As an experienced service design expert, you will be accelerating and leading concepts systematically forward whilst working hand-in-hand with multidisciplinary teams, implementing internal services in a variety of groups and settings. We are especially looking for X-shaped people, who have in-depth, demonstrated domain expertise in traditional service design disciplines such as Service Blueprints or Vision stories, and who are willing also to zoom out to look at the broader organizational and strategic context.
Most importantly, you have a passion for making a change in a large organization, validating customer or user problems, gathering evidence, and turning it into impactful solutions with the help of your colleagues. You thrive in putting the pieces together and get a kick out of seeing projects progress.
The position is based either in Helsinki or one of our offices in Europe (i.e. Rotterdam, Hamburg, or Stockholm)  and you will be reporting to the Director, Emerging Business Design. Initially, your role will be in a centralized service function improving and developing mainly internal services, but sometimes new innovations. However, if one of your services develops further, you may shift, if you wish, into other units to work full-time.

Besides, we expect that you are:  

• An experienced people-first-minded team player and leader who is passionate about developing human-centered services
• Capable of challenging, coaching, and teaching other designers and team members about Service design and inspiring the community with an entrepreneurial spirit
• Comfortable in challenging and shepherding stakeholders on the journey of bringing experiments and pilots to life
•  Agile and can flex between being scrappy to move fast and detail-oriented to go deep, navigating the ambiguity of designing for complex problems
•  Analytical with a high level of experience in synthesizing quantitative and qualitative data, and feeding this into design direction.

Main tasks and responsibilities:

• Lead and inspire multidisciplinary teams to deliver their best work
• Design for both the target user’s experience and our global organization’s ability to implement and scale
• Design, lead and measure experiments to gather evidence to inspire and improve internal service concepts
• Break apart business, customer, and system constraints into digestible components for the team
• Create a plan and lift organizations confidence and discipline to explore innovative design solutions while respecting deadlines
• Approach things systemically and scale use of a diverse set of methods & tools that illustrate all the components and touch-points of the service.

• +7 years of professional experience in a design consultancy or equivalent position including both contributing to and managing teams.
• An MBA or a Masters degree in business is helpful but not a requirement
• Outstanding verbal and written communication skills in English
• Background in psychology, sociology, or ethnography considered as plus
• Ability to work within a self-directed culture and navigate ambiguity
• Experience designing and implementing solutions in resource-constrained environments
• Excellent knowledge from Lean Startup, Customer Development, or industry preferred
• Proven designs and experienced launching services in the real world
• Deep expertise in design thinking/human-centered design
• In-depth knowledge and experience within a relevant service design discipline (Systems Design, Industrial Design, Graphic Design, Interaction Design).

By joining our Emerging Business Accelerator, you will be impacting the future of the global cargo handling industry. As part of our entrepreneurial and agile EBA team, we empower all team members to have an impact and autonomy to shape their work. You will work together with great colleagues from various backgrounds inspired by shared, ambitious goals. We value collaboration in our open and inclusive culture. With us, you will have the opportunity to develop yourself professionally.
Join the team to make a difference – have fun and smile while doing it.