Service Designer

You will be responsible for : 

Service Design & Delivery

• Design end-to-end services across digital and physical touchpoints
• Create and maintain service design deliverables (journey maps, service blueprints, ecosystems, personas)
• Translate user needs, business objectives and operational constraints into service concepts
• Contribute to discovery, ideation, prototyping and validation phases
• Ensure consistency and quality of service experiences across channels

User Research & Insights

• Plan and conduct qualitative and quantitative user research (interviews, field studies, workshops)
• Synthesize research findings into actionable insights and design principles
• Work with research, data and analytics teams to inform design decisions
• Ensure user needs are balanced with regulatory, technical and operational constraints

Collaboration in a Complex Environment

• Work closely with cross-functional teams (Product, IT, Digital, Operations, Industrial, Legal, Compliance)
• Participate in co-creation workshops with internal and external stakeholders
• Contribute to alignment between customer experience, operational efficiency and safety requirements
• Support change management and adoption of new services

Continuous Improvement & Impact

• Support the measurement of service performance (NPS, CSAT, CES, adoption)
• Contribute to continuous improvement of services and journeys
• Document and share best practices, patterns and learnings

This job has been tailored for you if you  : 

• 8+ years of experience in Service Design
• Experience working in energy, utilities, industrial, infrastructure or regulated environments is a strong plus
• Solid mastery of service design methods and tools
• Ability to navigate complexity and work with multiple stakeholders
• Strong collaboration, facilitation and communication skills
• User-centered mindset combined with pragmatic problem-solving
• Comfortable working in structured, large-scale organizations
• Fluent in English (French is a plus)

Even better if : 

• You have experience navigating large, complex organizations with strong IT and compliance constraints.