Senior Service Designer (m/f/x)

 We are looking for a Senior Service Designer (m/f/x) to join our Industry Products team and help us define and deliver the next generation location-centric technologies in areas such as Transport and Logistics, Retail or Automotive Technologies.

You represent the voice of the customer and work to create end-to-end experiences for users that span face-to-face, analogue and digital interactions. You strive to remove the unnecessary, simplify and communicate the meaningful, look to use more emotion rather than less and understand how to define experiences and services that are inherently usable and delightful.

You facilitate the collective understanding of the end-to-end, front-to-back experience by mapping the orchestration of events at the intersection of technology, business and design

Our ideal candidate lives and breathes a dedication to articulating the value of user needs and well researched end-to-end user experiences, has proven experience with delivering both B2B and B2C products/solutions, and has worked in international and distributed organizations.

Responsibilities:

• Plan and conduct qualitative user research, including analysis and synthesis
• Work with product managers, development leads and designers and translate findings into actionable insights
• Design and facilitate interdisciplinary workshops to identify core opportunity areas, ideate solutions and take strategic decisions regarding product vision and evolution
• Create reference artefacts to communicate insights, ideas and strategic directions with stakeholders and keep the teams (product, development and design) focused on the big picture (e.g. customer journeys, stakeholder maps and service blueprints)
• Shape how behind-the-scenes processes and support functions interact with each other and how these impact the design process
• Collaborate with product management to establish service design as a core contributor in product strategy and prioritization
• Define key UX and organizational measurements used to track and prove the service delivers positive outcomes for both users and the business

• Bachelor’s degree in Design, Human Factors, Human Computer Interaction, Cognitive Psychology, or Computer Science or equivalent.
• At least 4-5 years of experience in strategic design / service design
• Exceptional ability to create user journey maps, service blueprints and other service design artifacts
• Highly skilled in researching, understanding, and communicating user goals, motivations, and work patterns.
• Ability to analyze product and interface performance based on behavioral data from design research methods.
• Strong collaborator, with proven ability to facilitate workshops with stakeholders including designers, researchers, product leads and engineers.
• Organized and structured approach, breaking problems into narratives about solutions and communicating the narrative to a larger audience.
• Excellent communication skills. You can get your visual and non-visual ideas across to a variety of audiences.
• Manage multiple projects of varying complexities, meet deadlines and work well under pressure.
• Experience in working within a B2B context with multiple stakeholders
• Experience with complex cloud technologies or data driven solutions is a plus
• Working proficiency in English is required