Service Designer

Embark on an exciting journey as a Service Designer with our innovative team, where you’ll play a pivotal role in shaping the future of smart port solutions! This is not your average job – we’re on the forefront of a next-generation prototype project that we want to redefine the connected marine and smart port industry. As a dynamic and forward-thinking Service Designer, you won’t be confined to mundane tasks.

Picture this: one day, you’re unraveling the mysteries of smart connected ports, and the next, you’re diving deep into onshore digitization or pioneering emissions reduction processes. You’ll be at the helm of understanding customer needs and translating them into great service experiences that make waves in the industry. Your playground includes conducting user research, venturing into the field, mapping customer journeys, and collaboratively crafting service concepts and prototypes. We’re not just looking for someone with a proven track record in service design; we want a trailblazer who can guide technical Research and Development (R&D) work from a service design perspective.

Picture yourself collaborating with cross-functional teams and external stakeholders, bridging the gap between service design and technical implementation, all while ensuring the seamless integration of cutting-edge solutions. Your skills will be the driving force behind the creation of impactful service experiences that resonate with end-users.

Join us in Singapore and be part of a seasoned Product Design team with the support of our local squad. Let’s together shape the future of Wärtsilä’s smart port solutions.

About the position:
In this position, you will have the responsibility for

• Conducting in-depth customer research to understand customer needs, pain points, and behaviours.
• Developing and executing user interviews, surveys, and other research methods to gather relevant insights.
• Champion visual frameworks -like journey maps, service blueprints, ecosystem maps -that help bring clarity to complex challenges in human behaviours, relationships, and workflows.
• Collaborating with cross-functional teams, including product managers, engineers, and marketers.
• Bridging communication gaps between design, technical, and business stakeholders.
• Collaborating with technical teams to address challenges and refine designs for practical application
• Creating and validating design and business hypothesises/concepts.
• Presenting and communicating design concepts and recommendations effectively.
• Monitoring service performance and customer feedback to identify areas for continuous improvement.
• Defining and tracking key performance indicators (KPIs) to measure the success and impact of service design initiatives.

Requirements for the position:

• Proven and substantial experience (typically 5-8+ years) as a service designer or in a related design role.
• Ideally, Bachelor’s or Master’s degree in Service Design, Interaction Design, Human-Computer Interaction, Design Thinking, or another related field.
• Fluent in creating hypothesis in B2B -context as well as working proficiency in English, (with ability to understand Mandarin is seen as a plus)
• Demonstrated success in leading, facilitating and delivering end-to-end service design projects.
• Track record of applying user research insights to inform and guide service design decisions.
• Understanding of how service design integrates with technical R&D work.
• Ability to provide strategic direction and vision for service design initiatives.
• Excellent communication and interpersonal skills.
• Experience in Marine businesses is seen as an advantage.