Senior Service Designer

About the role

We are looking for a skilled Service Designer with a structured and analytical mindset to support building customer centric- and competitive solutions to our world wide delivery, return and repair operations.

As a Senior Service Designer in Customer care and operations you will be responsible for identifying critical pain points to the customers’ overall experience, and facilitate processes to define and prioritize improvements in line with company goals. You will impact the priorities of teams through advocating the customer’s view, and make sure we are aligned with the company’s customer experience ambition.

You will be responsible for ensuring smooth and efficient customer experiences across touchpoints in Customer care and operations, meaning:

• Applying a design thinking mindset for problem solving and facilitate cross-functional processes securing stakeholder alignment
• Gathering and communicating customer insights and research to support decision-making
• Detailing, evaluating and recommending improvement initiatives to raise customer satisfaction
• Prioritizing improvement initiatives in line with company strategy
• Contributing in implementing new solutions
• Contributing in making continuous improvements to raise customer satisfaction

You will be a part of the Service Design department, thus also take an active part in building this subject expertise in reMarkable.

Who are you?

To thrive in this role, we believe that you are passionate about understanding customers’ needs and at the same time are able to balance customer perspectives with company objectives. You are an ambitious and solution oriented person that is proactive, self-going, and takes responsibility where needed. In addition, you are confident in your subject expertise and enjoy sharing your knowledge with others.

These are some characteristics we are looking for in our new colleague:

• You have 5+ years of relevant work experience from customer oriented roles as a Service Designer, Business Designer/Developer, Management Consultant or similar.
• You consider yourself a dedicated professional and are passionate about customers.
• You enjoy the challenge in navigating chaos and are able to structure complex problems.
• You thrive in leading creative processes with cross-functional teams.
• Experience from working with delivery, return or support processes is an advantage.