Service Designer

We are now hiring for an experienced Service Designer and inspiring leader with a passion for people and human-centered design, eager to drive the agenda of creating the future customer experience and business helping H&M Group to reach our goals.

You will work in the supporting function Innovation & Incubation as the Competence Lead for Service Designers where you’ll have a dual focus; working hands-on as a service designer in a team, combined with a leadership focus where you are the staff responsible for a group of service designers within and outside your closest team. You will be a key enabler for the agile way of working making sure your team has the best circumstances to develop and grow within the field of human-centered design.

As a member of Innovation & Incubation you will be on an exciting journey, to explore, co-create and validate future concepts and experiences together with customers and colleagues.

As a Leader…

• You have a passion for people, coaching and engaging your colleagues.
• You are a true role model and an inspirational and collaborative leader.
• You nurture a creative and effective work environment for your colleagues.
• You have staff responsibility for the Service Design colleagues within the function. This responsibility includes supporting colleagues in their development journey, having salary dialogues and annual reviews as well as attract and recruit future colleagues.
• You will be part of the competence leadership within Innovation & Incubation.
• As a competence lead you play an important part in following and implementing the H&M Groups vision, goals and strategies into the field of human-centered design.
• Together with the group of Service designers, take collective ownership for developing the competence area going forward (eg. skills, methods, tools and WoW).

As a Service Designer…

• You aim to deliver exceptional customer value by connecting the business challenge to the people we are designing for.
• You focus on designing the customer experience as a whole – tying together human, digital and physical interactions and how they integrate with the ecosystem of the business.
• You will surface problem areas but also opportunity areas by understanding the customer experience and to design for the most impactful moments.
• You will apply design thinking to both concrete and strategic challenges.
• You create the right conditions for co-creation and innovative processes through collaboration, workshops and visualization.
• You deliver concepts that meet end-users’ needs and business goals.
• You drive desirability validation during early stages of problem/ solution fit and product/ market fit.
• You support the team to navigate ambiguity (especially early explorations) by defining clear frameworks & ways of working.
• You collaborate with business challenge owners to support finding relevant direction by leaning on the human-centered design approach.
• You’re always an ambassador for the end customer view & designer’s mindset.
• You coach and share design thinking best practices.

Your background

Our journey will lead to something new and exciting – we will test, fail and learn. You will be an important player in this transformation; therefore, we believe you are flexible, prestigeless, collaborative and hands on and able to work in an environment that is not yet formalized. We also believe that you…

• Have a relevant degree in design and/or business and/or extensive work experience connected to the field.
• Have at least 5 year’s work experience and previous leadership responsibility.
• Have experience of being part of cross functional teams.
• Are an engaging communicator with a strong ability to simplify the complex and make things tangible, whether it’s a strategy, concept or insight.
• Have servant leadership and is a strong self leader that knows when to lead and when to follow for the best result of the team.