Service Designer

The role:

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 is fundamental to delivering world class design across the Verisure product and service portfolio. The position will be instrumental in exploring, developing, prototyping and executing services and products across our 16 markets in Europe and LATAM. You will have a leading role in a multidisciplinary and multicultural team of designers and experts, being a design expert and creative lead.

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.

The opportunity for service design at Verisure is vast. We have an in-home alarm experience, governed by hardware that we build in-house, and an alarm service where our operators react to, and remedy, situations such as burglar and fire in homes by coordinating with people in the home, our guards and the emergency services. Holistic thinking and precise orchestration of the end-2-end experience is vital when the safety and security of people is at stake. Your role as a service designer at Verisure comes with the responsibility and reward of protecting and bettering lives in some of the most difficult and traumatic situations people can experience.

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.

We are looking for: 
* A Problem Seeker; a person with an analytical brain, who uses a range of tools and methods to find the root cause of customer problem(s). 
* A Problem Solver; a person who will leave no stone unturned in their quest to solve customer problems and iteratively validate design concepts. 
* A Change Maker; a person with the ability to synthesise design process and research and use it to their advantage when managing business objectives and stakeholders, ensuring that design direction is carried through into the final offering. 
* A Design Champion; a person who stands up for customers and makes sure that their voice is heard and understood throughout the process. 

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.

Required Qualifications

Minimum qualifications

* 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.
* Experience with negotiation and setting expectations against real world limitations.
* Ability to be inspiring, engaging, open–minded, hardworking, collaborative, and thoughtful.
* University degree, preferably BA or BS degree.
* Fluent in English.

Applications must include:
* An up-to-date CV in a PDF format – no web links 
* An up-to-date portfolio with case studies – web links or PDF are acceptable

Personal Characteristics

* You are a problem solver who enjoys working in a fast-paced environment.
* Strong communicator with proven ability to create collaborative relationships with stakeholders and peers in a matrix organisation and be recognised as a value-added partner and resource, working in multicultural teams.
* Pro-active, driven and willing to listen, observe and understand people’s needs.
* A match to our culture, the successful candidate will have high energy, flexibility, fantastic communication skills (both written and verbal) and huge amounts of drive.