Service Designer

This is a new position for a service designer at Global Sales to become part of a growing Service Design practice. You will apply the full bandwidth of service design methods to support small or medium size projects and contribute evolving the Service Design mindset across products teams in adidas.

In the past 5 years, adidas has leveraged Service Design to translate customer-centricity from a strategic objective into a daily reality of teams across Global Sales. Adidas is bringing the Service Designers’ skillset in house to embed and grow this mindset and practice.

Together with the agile teams and relevant stakeholders you will work on continuously improving and evolving adidas products in order to optimize the value for the consumer. You will be cooperating with various internal stakeholders, including Markets and other Digital Sales Solutions (DSS)/ Digital areas to drive consumer engagement and satisfaction, as well as incremental revenues by delivering consumer-centric digital experiences. Additionally, you will play an active role in communicating the value of service design and in improving our CX approach including our service design methods and tools.

Key Responsibilities 

• Continuously pushes to learn and evolve the Service Design discipline with support from more senior designers         

• Manages day to day activities of medium to large service design projects with little guidance from more senior designers

• Shows leadership to more junior staff by working with them to coach and develop their service design knowledge, performance and develop their knowledge

• Contributes to spread the consumer perspective and advocates service design practice through presentations, trainings, workshops
• Applies Service design methods, drive the process of consumer research, co-creation of ideas, concepts, journeys, blueprints, driving development and testing of prototypes and developing high quality presentations
• Coaches and trains Product owners and teams to drive usage and adoption of service design mindset and tools within the respective teams and functions

Knowledge, Skills and Abilities:

• Visual design and storytelling skills; ability to ‘think visually’ and tell a convincing story focussed on consumer value    
• Experienced in creating service design frameworks;  such as consumer journeys , blueprints, illustrations and roadmaps
• Methodological knowledge in the areas of CX, service design and human-centred design
• Great communication skills brimming with a human-centric mentality, comfortable presenting to stakeholders across all levels of the organization both in person and remotely
• Advocate for best practices in CX and service design theory and practice, both within our team and the larger adidas community
• Ability to be “mentally agile”; to analyse, reframe and think on both a holistic and a detailed level, to think through human and rational lenses, being able to switch between the two, and know when to switch
• Ability to conduct user research, identify consumer and user insights and translate these amongst other trends and business requirements into meaningful and captivating value propositions
• Organises own time and delegates effectively. Strong willingness to support and coaches more junior staff

Requisite Education and Experience / Minimum Qualifications:

• Degree with focus on Service Design or a design-related discipline (e.g., Industrial Design Engineering, User-centered design, Design Strategy, Design Management, etc.) or equivalent combination of education and experience
• 4+ years of experience working in a Service Design environment, supporting/co-leading projects
• Experience working with stakeholders and experts at various organizational levels
• Fluent in English both verbally and written