Service Designer

The Service Designer is a key member of the Verisure Design Group, reporting to the Service Design Manager.  The role will be based in our Malmö R&D centre with occasional European travel required.

The position will be instrumental in exploring, developing, prototyping and executing services and products across our 16 markets in Europe and LATAM. You will use your facilitation, analytical and synthesis skills to understand context, users, their behaviors, motivators, needs and wants and be able to clearly communicate and envision how, why and when people would use our product & service. By applying user centric design principles into our business processes, you will play a fundamental part in increasing our competitiveness, customer loyalty and profitability by ensuring a world-class experience, high customer satisfaction and usage of our products & services over time.

You will drive design work in both tactical projects and programs as well as more strategic and explorative workstreams. The role will be central in expanding design maturity deeper into the organisation and our markets, as we strive to envisage design-led initiatives, services and products that benefit the business and customers in the best possible way.

Main Responsibilities 

Main responsibilities will include supporting the global design team and the business in all aspects of Service Design.  Key tasks include but are not limited to:

• Make complex ideas simple for users by distilling complex data and information into simple and understandable forms.
• Work with consumer insight & design research professionals to design and execute experiments, concept & usability testing to validate ideas and assumptions and gain insights & learnings.
• Design and facilitate workshops.  This could be anything from existing “templated” workshops, such as Value Proposition Canvas, to entirely tailored workshops that we develop in-house for our specific needs.
• Be a creative lead, shaping new product & service experiences from early concept to detailed design, across both the digital and physical domains.
• Be a hands-on design expert, with ability to communicate and envision complex concepts and ideas using methods & tools that illustrate all components and touch points across the customer journey. At Verisure, this not only covers the daily use of the product by the consumer, but also the alarm service, and the way in which the product and service is sold, installed and maintained.
• Work closely with the product managers and engineers to balance technical and business implications of the product & service being designed.

About the candidate profile – what you bring

We are looking for a problem solver who enjoys working in a fast-paced environment and have proven ability to create collaborative relationships with stakeholders and peers in a matrix organisation, be recognised as a value-added partner and accustomed to working in multicultural teams.

You are a changemaker, pro-active and willing to listen and observe and understand people’s needs. Moreover, you are inspiring, open-minded and thoughtful combined with the ability to negotiate and set expectations against real world limitations.

You have an analytical brain and are able to use a range of tools and methods to find the root cause of customer problems. You are problem solver driven by curiosity who leaves no stone unturned to iteratively validate design concepts to solve customer issues.

Last but not least, you´re a design champion who stands up for customers and makes sure that their voice is heard and understood throughout the process.

Qualifications

• University degree, preferably BA or BS degree.
• 5+ years of experience of working with strategic design/innovation, UX/concept design, service design, user centric design.
• 3+ years of experience of working in, or for, large multi-national, multi-cultural organizations with complex products and services that spans across both physical and digital domains.
• Fluent in English.