Service Designer
ESET Nordics
Job description
As a member of global User Experience Team at ESET headquarters, you will utilize your previous experience to shape the future of ESET security products and services for business customers around the world, including some of the most famous global corporations (airlines, banks, car manufacturers and others).
ESET is a leading creator of security solutions and protects customers in 200+ countries and to continue to provide a world-class experience for our users and we are expanding our UX efforts and team. This makes ESET an unusually interesting challenge for new and experienced designers.
About the role
As a member of the User Experience Team, you will work closely with other designers as well as stakeholders from technology, business, and other departments to define the best possible experience for our users. You will have responsibility for the experience of one or more products, services, and other relevant touch points. You will participate in all parts of the design process including research, design, and validation.
As a Service Designer, you will shape and maintain the end-to-end experience and delivery of our service that creates value for users, foster continuous innovation, and maintain market relevance. You will lead the creation and maintenance of service blueprints, conceptual frameworks, user journeys and flows, ensuring alignment across a complex ecosystem. Your responsibilities will include conducting regular user research, identifying pain points, and proposing actionable improvements. You’ll define value propositions, service promises, and experiences that shape future service blueprints and journeys and support the design, testing, and scaling of services to ensure development aligns with the aspired service experience and delivery standards. You will collaborate with diverse stakeholders, ensuring alignment across teams with service goals and vision.
This role requires a proactive, systematic, and solution-oriented attitude, ability to manage multiple requests, and drive initiatives independently. If you thrive on connecting the dots, navigating complexity, and creating clarity for users and stakeholders alike, this is the role for you.
Responsibilities
- Map end-to-end service blueprints, including user journeys and flows, interfaces and maintain them, along with necessary documentation
- Work closely with product managers, other UX designers, SMEs technical stakeholders and business stakeholders to align on service goals and vision
- Continuously evaluate service performance and propose enhancements based on feedback and data
- Develop and validate service concepts through low-fidelity prototypes or pilots
- Collaboratively iterate your designs with many different stakeholders
- Validate ideas and designs through user research and analytics
- Translate research findings into actionable improvements for services and processes
- Clearly articulate research insights, service design decisions and rationale to stakeholders at all levels
- Participate in team critiques and reviews
- Contribute to the full spectrum of UX activities within the team
The qualities we value
- Deep empathy for users and ability to translate their needs into service improvements
- Systematic thinking, understanding complex ecosystems, and mapping interactions across multiple touchpoints
- Solution-oriented, addressing issues by proposing scalable improvements balancing business and user needs
- Excellent communicator who can clearly express ideas, facilitate discussions, and bring diverse stakeholders into alignment
- Proactivity and independence, taking initiative, managing multiple requests, and driving projects forward autonomously
What makes you a great fit
- At least 2 years of experience with Service Design in Business environment
- Education in UX, Interaction Design, Visual Communications, Architecture, Product Design or related field
- Experience working on complex digital products designed for specialized users
- Confidence in articulation of new services and concepts in words and visuals
- Ability to understand technical topics
- Proactive attitude and problem-solving skills
- Strong communication skills, the ability to explain complex concepts with clarity and confidence
- Business proficiency in English, both verbally and in writing
Bonus points
- Experience with B2B environments and complex platforms
- Experience with Product design
- Experience with user research
- Familiarity with tools such as Jira, Confluence
Job Details
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