Senior Service Designer

We are looking for Senior Service Designers to join our team and transform the customer experience so that digital becomes the center of the relationship with our customers. This unique opportunity provides you with the responsibility of working with stakeholders and design team members to weave together the business, customer and design vision into an inspiring solution that excites our customers and our colleagues.

As our 11 million customers’ expectations and the banking industry transforms, we want to build a relationship with our customers digitally. Everything should be at the customers’ fingertips in an experience that is simply beautiful and personalised. That will help us be the best partner to our customer and build a relationship through daily interactions and at the right moments.

Creating an exceptional digital partnership requires designers that are passionate about the needs, motivations and perceptions of the customers and can translate insights into designs for new and improved services.

As important as designing the experience is your contribution to build up the team and our culture! An integral part of your role will be to build up our design community, as well as our ways of working. We believe our team is the heart of the experience and that building the right environment, and culture will create exceptional work and an exceptional workplace.

At Nordea, we see that the world is changing fast – and we want to be one step ahead of the curve. That’s why we’re deeply committed to providing the financial solutions of tomorrow to our customers. We’re creating an agile environment where we experiment and grow together – and we need your ideas and unique background. With us, you’ll be in good company with a chance to make your mark on something bigger.

About This Opportunity

You will work on complex projects from discovery to development, working side-by-side with business representatives, developers and other designers in cross-functional, agile teams. We are looking for someone that is passionate about growing their design and research skills, understands the customer experience and their behaviour, and will use these passions to challenge our teams to think critically about what we’re doing and how to improve the customer experience.

Another key part of your role is to help build up our design community across Nordea. We are looking for someone that enjoys helping others and is passionate about strengthening our design capabilities and culture.

What you’ll be doing:

• • Discovering, defining, delivering and developing solutions that our users will love
  • Influencing and supporting stakeholders, UX/UI Designers and development teams to shape a product or vision using Service Design methodologies
  • Mentoring and training other Service Designers and the broader Nordea community
  • Working with our Customer Behaviour Insights colleagues to research and gain insights, test concepts and incorporate customer feedback into solutions
  • Staying up to date on the latest design tools and techniques, customer needs, behaviour and perceptions, as well as business and industry drivers
  • Working across Nordea to build a Design community and to train the organisation in Service Design methodologies

The role is based in Helsinki.

Who You Are

Collaboration. Ownership. Passion. Courage. These are the values that guide us in being at our best – and that we imagine you share with us.

To succeed in this role, we believe that:

• • You have a genuine interest in creating customer-centric solutions by collaborating across business, technology and design
  • You are an inspirational person that can collaborate with our delivery teams to creatively solve complex design challenges. You must have an interest in understanding what drives our customers and our business to solve problems and shape meaningful solutions. This means we are looking for a person who is a critical thinker and is passionate about learning from the customers, stakeholders and Senior Designers to grow their skills and create meaningful solutions across digital and non-digital interfaces
  • As a designer in a transformational project, you will be working across a number of disciplines and strong communication and presentation skills are essential to shape your designs and gain support for their acceptance. The ability to listen, quickly comprehend complex problems, appropriately challenge and evolve requirements, and articulate your design and design decisions will be essential to successfully work with our teams, leaders and customers
  • You enjoy being a team player and working across the organisation to build our design community. You have an interest in growing our design practices and culture is an important part of our work and culture. We are looking for someone who has the passion for helping the Design Leaders to create great experiences for our team and our customers

Primary qualifications:

• • A degree in service design, human computer interaction, digital design, e-business or a similar background
  • Extensive work experience in service design, as well as extensive work experience within usability, concept validation or end-user research
  • Experience working in cross-functional, digital delivery teams
  • Willingness and the required attitude for training and educating
  • Fluency in English

When it comes to specific skills, we believe that you possess:

• • A passion for all things design related with a desire to push the boundaries of design and customer experiences
  • Good interpersonal skills and a willingness to mentor others
  • A good understanding of UX and UI design, digital trends and demonstration of design problem-solving methods
  • Strong communication skills, including good presentation skills and the ability to explain your design decisions, and influence their implementation
  • Ability to create user personas, customer journeys, scenarios, narratives or storyboards, and service blueprints
  • Skills to rapidly create and iterate low-fidelity designs
  • Interest in uncovering customer insights and working in data-driven environments
  • Strong work ethic, underpinned by a positive attitude and a passion for getting things done, learning and growing

If this sounds like you, get in touch!
Next steps
Submit your CV together with your portfolio no later than 22 May 2020.

For more information, you’re welcome to contact Frederique Vermaete at frederique.vermaete@nordea.com.

At Nordea, we know that an inclusive workplace is a sustainable workplace. We deeply believe that our diverse backgrounds, experiences, characteristics and traits make us better at serving customers and communities. So please come as you are.