Service Designer

This is what you are going to do

GENERAL DESCRIPTION OF THE ROLE

The Service Designer is responsible for designing, optimizing, and implementing customer-facing and internal end-to-end processes surrounding Enterprise portals and digital products. The role focuses on improving complex customer and business processes through service design, journey mapping, and collaboration with various departments. Central to this is creating an optimal balance between customer experience and operational efficiency. The Service Designer works independently within 1–3 product-specific service design projects.

KEY TASKS / AREAS OF RESPONSIBILITY

• Designing, optimizing, and implementing customer-oriented and internal processes.
• Drafting and updating service designs, blueprints, and process maps.
• Performing journey mapping for customer, product, sales, and employee journeys.
• Facilitating and guiding user journey sessions, workshops, and co-creation sessions with business, operations, IT, UX, and other stakeholders.
• Collaborate cross-functionally with Digital Product & Marketing teams, IT, Operations, Sales, and UX.
• Providing input for Friendly User Tests (FUT) and evaluating test results.
• Ensuring consistency, quality, and progress within 1–3 service design projects.

SPECIFIC SKILLS / KNOWLEDGE / COMPETENCIES

• Experience with service design, process design, and process optimization in digital environments.
• Demonstrable experience applying service design methods, such as journey mapping, ecosystem mapping, service blueprinting, and visualizing end-to-end processes.
• Insight into digital products, customer portals, and end-to-end business processes (at the intersection of sales, service, operations, and IT).
• Strong analytical skills to understand complex chains and bottlenecks.
• Excellent communication skills for presenting and aligning designs with stakeholders.
• Customer-oriented and results-driven attitude with a focus on implementable improvements.
• Proactive, independent working style and effective in multidisciplinary collaboration.