Senior Service Designer and Manager

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

As a Senior Service Designer and Manager in Customer care and operations you will be responsible for identifying the most critical pain points to the customers’ overall experience based on available data and insights, and facilitate processes to suggest and prioritize improvements in line with company strategy and business goals. You will challenge the priorities of the teams with data driven insight to take the customer’s view first, and also make sure we are aligned with the company wide customer journeys.

You will play an important role in facilitating cross-functional collaboration and using design thinking methodologies to solve ambiguous problems. As part of the COPS Supertribe in reMarkable you will contribute driving initiatives for continuous improvement of customer journeys in order to reach our ambitious customer satisfaction goals, while securing alignment with key stakeholders during the process. The main focus for this role includes customer journeys such as:

• Delivery journey: Creating seamless experiences from an order is placed to the order is received across purchase channels and geographies
• Return journey: Ensuring user friendly solutions for returns and other post purchase actions related to product and service offerings from reMarkable
• Customer Care journey: Contributing to improve customer touchpoints for troubleshooting, support and helping our customers get the most out of our products and services

Further tasks and responsibilities

• You will be responsible for ensuring smooth and efficient customer experiences across touchpoints for the relevant journeys 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 best practice research to support decision making
  • Detailing, evaluating and recommending improvement initiatives to raise customer satisfaction
  • Prioritizing improvement initiatives in line with company strategy and business goals
  • Contributing in executing and implementing new solutions
• You will be a part of the Service Design department, thus also support initiatives to ensure we deliver holistic customer experiences across the company
• In this position there is also potential for having personnel responsibilities, as well as opportunities to grow responsibilities in Customer care and operations.