Senior Service Designer (f/m/d)

As a Senior Service Designer (f/m/d) in our large enterprise, you’ll be responsible for creating meaningful customer experiences, bridging the gap between fragmented systems in both the online and offline worlds.

Joining the UX & CI team would mean joining hands with like-minded professionals who are curious, collaborative, dynamic, inclusive and user-champions. You will be a part of a strategic team that sits at the centre of HM’s digitalization efforts. You will work closely with global teams across product, change, engineering and business.

You will report directly to the Director of UX & Customer Insights.

This position will be based in Heidelberg, Germany.

Your next challenge

• Strategic and critical thinker that inspires digital teams and stakeholders to think through an ecosystem of products and services that seamlessly work together to provide an exceptional service to the end user.
• Establish and design holistic and scalable omni- and multichannel user journeys and service blueprints that align various customer-facing native/web apps, ERP/SAP processes and other back-office functions.
• Analyse various scenarios in both online and offline channels, proposing solutions drive business value.
• Execute detailed planning of services, connecting short and medium-term digital needs with a long-term vision of the organization.
• Identify process improvement opportunities and propose actionable insights.
• Communicate ideas effectively to teams and stakeholders in simple, practical and engaging ways.
• Connect critical dots between stakeholders and present the ‘big picture’ to stimulate creative solutions and strategic thinking.
• Collaborate with multi-disciplinary teams to design, prototype, and build services across multiple channels.
• Lead and actively participate in fostering an appreciation for service design within the organization.

Your profile

• Over 10 years in UX, with more than half dedicated to Service Design.
• Successful track record of executing service design strategies in large organizations.
• Deep understanding of user-centered design principles.
• Researcher at heart, with proficiency in various learning and discovery techniques.
• Proficient in facilitation skills to encourage collaboration and effective communication.
• Hands-on knowledge of experience mapping and service prototyping (e.g., customer journeys, service blueprints, storyboards etc.).
• Demonstrated leadership in independently managing projects, emphasizing responsibility and autonomy, coupled with strong tech and digital proficiency for high-level conversations with various business stakeholders and technologists.
• Fluent in English.
• Experience in domains such as construction, manufacturing, a plus.
• UX Portfolio, a plus.

Our offer

We are convinced that only those who successfully realize their personal goals can also fully contribute professionally. That’s why we offer you attractive benefits, such as:

• Flexible working time models with up to 50% remote working within Germany
• 30 vacation days plus additional special vacation days
• Attractive compensation with profit share/bonus, Christmas and vacation payment
• Multiple learning & development options: support of job-related further training, E-campus, various technical and leadership development programs
• JobTicket, JobBike and further special conditions and discounts for e.g. gyms
• Company fitness room, various sports classes, health and prevention campaigns
• Individual onboarding with buddy program as well as various networking initiatives (Network of Women, International Network etc.)
• Modern headquarters next to the river Neckar with ergonomic workplaces and height-adjustable desks
• Canteen with discounted and healthy meals
• Bicycle and underground parking with charging stations – for e-bike and car

…and much more.