Customer Experience Designer

📍 Job Overview

Job Title: Customer Experience Designer

Company: Telenor Danmark

Location: Aalborg, Denmark / Copenhagen, Denmark

Job Type: Full-time

Category: Customer Experience & Design Operations

Date Posted: 2025-09-30

Experience Level: Mid-Level (2-5 years)

Remote Status: Hybrid

🚀 Role Summary

• Drive customer-centric transformation initiatives by applying servicedesign methodologies to enhance customer journeys and experiences across Telenor and CBB Mobil brands.

• Map, analyze, and optimize customer journeys across all touchpoints and channels, identifying key pain points and opportunities for improvement.

• Collaborate cross-functionally with product development, operations, and performance teams to translate customer insights into tangible solutions and strategic business decisions.

• Contribute to the development and implementation of digital orchestration tools and innovative solutions that elevate both customer experiences and operational processes.

📝 Enhancement Note: This role is positioned within a "customer-centric transformation" at Telenor, indicating a strong focus on operationalizing customer feedback and insights into actionable improvements. The emphasis on "connecting strategy with practice" and optimizing "processes and products" suggests a blend of strategic design thinking and hands-on operational execution. The mention of "digital orchestration tools" points towards a future state where technology plays a key role in managing and delivering customer experiences, requiring a designer comfortable with digital transformation.

📈 Primary Responsibilities

• Utilize servicedesign methodologies and frameworks to design and deliver customer experiences that consistently exceed expectations across all interaction points.

• Conduct comprehensive customer journey mapping and analysis to pinpoint areas of friction, identify unmet needs, and uncover opportunities for innovation and efficiency gains.

• Collaborate closely with customers, internal teams, and stakeholders to test, iterate, and refine solutions, ensuring they are customer-validated and aligned with business objectives.

• Identify, propose, and implement strategic initiatives aimed at increasing customer loyalty, improving conversion rates, and optimizing overall business performance through enhanced customer experiences.

• Champion and embed a customer-centric mindset and robust working methodology throughout decision-making processes and operational workflows across the organization.

• Engage in the research and development of new digital tools and platforms that will serve as the backbone for future customer experience orchestration.

📝 Enhancement Note: The responsibilities highlight a deep integration of design thinking with operational outcomes. The focus on "identifying and implementing initiatives that increase loyalty and performance" suggests that this role is not purely conceptual but has direct accountability for measurable business results driven by customer experience improvements. The requirement to "champion and embed a customer-centric mindset" implies a change management component, where the designer will be educating and influencing stakeholders.

🎓 Skills & Qualifications

Education:

Experience:

• Proven experience in a role focused on optimizing customer experiences, ideally within a complex or transformation-oriented organizational environment.

Required Skills:

• Servicedesign Expertise: Proficient in applying servicedesign tools and techniques for journey mapping, persona creation, service blueprinting, and user research.

• Customer Journey Mapping & Analysis: Skill in visualizing, analyzing, and identifying pain points and opportunities within complex customer journeys.

• Cross-functional Collaboration: Ability to effectively engage and partner with diverse teams, including product development, IT, marketing, and customer service, to drive integrated solutions.

• Problem-Solving & Critical Thinking: Aptitude for dissecting complex issues, generating creative solutions, and critically evaluating potential impacts on customer experience and business operations.

• Digital Tool Proficiency: Familiarity with digital tools and platforms used in customer experience design, journey mapping, and potentially prototyping or workflow automation.

• Customer Focus & Empathy: A deep-seated understanding and passion for placing the customer at the center of all design and development efforts.

• Initiative & Proactivity: Demonstrated ability to take ownership, drive projects forward, and proactively identify areas for improvement.

Preferred Skills:

• Experience with prototyping tools and methodologies.

• Familiarity with iterative design and agile development processes.

• Understanding of CRM systems and their role in customer experience management.

• Experience in the telecommunications industry or a similar fast-paced, digitally evolving sector.

• Knowledge of performance metrics related to customer satisfaction, loyalty, and operational efficiency.

📝 Enhancement Note: The emphasis on "postgraduate degree" and "2-5 years" of experience suggests a mid-level role requiring both foundational knowledge and practical application. The "Servicedesign Expertise" and "Customer Journey Mapping & Analysis" are core operational competencies for this role, directly impacting how customer interactions are designed and improved. The mention of "digital tools" and "performance optimization" indicates that the company is looking for a candidate who can leverage technology and data to achieve tangible outcomes.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Customer Journey Case Studies: Showcase a minimum of 2-3 detailed case studies demonstrating your process for mapping, analyzing, and improving customer journeys, highlighting the specific methodologies used (e.g., service blueprints, empathy maps, user journey maps).

• Solution Design Examples: Provide examples of solutions you've designed to address identified customer pain points, clearly illustrating the problem, your proposed solution, and the intended impact on customer experience and business metrics.

• Cross-functional Collaboration Evidence: Include examples where you have successfully collaborated with diverse teams (e.g., product, IT, marketing) to bring customer experience initiatives to life, detailing your role and contributions.

• Impact & Metrics Demonstration: For each case study, clearly articulate the measurable outcomes or intended outcomes, using relevant KPIs such as customer satisfaction (CSAT), Net Promoter Score (NPS), customer effort score (CES), conversion rates, or loyalty metrics.

Process Documentation:

• Demonstrate an understanding of documenting customer journey flows, including current state, future state, and identified gaps.

• Showcase experience in creating service blueprints or similar artifacts that illustrate the end-to-end customer experience, including front-stage and back-stage processes, and identifying opportunities for operational efficiency.

• Provide examples of how you have used research findings and customer feedback to inform process improvements and design iterations.

📝 Enhancement Note: The portfolio requirements are crucial for this role, as they directly assess a candidate's ability to translate theory into practice. The emphasis on "customer journey case studies" and "solution design examples" requires candidates to demonstrate a tangible impact. Highlighting "cross-functional collaboration evidence" and "impact & metrics demonstration" is key, as this role is about operationalizing design for business results within a larger organization.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Health Insurance: Comprehensive health insurance package for employees and potentially dependents.

• Pension Scheme: Generous company contribution to a pension fund.

• Paid Time Off: Generous annual leave allowance, including public holidays.

• Professional Development: Opportunities for training, workshops, and conference attendance related to servicedesign, CX, and digital transformation.

• Hybrid Work Model: Flexibility to work remotely and from the office.

• Employee Discounts: Access to Telenor and CBB Mobil products and services at discounted rates.

• Well-being Programs: Access to wellness initiatives and support programs.

Working Hours:

• Standard full-time working hours are approximately 37-40 hours per week. While a hybrid model is in place, specific daily hours may offer some flexibility, allowing for efficient management of design processes and attendance at cross-functional meetings.

📝 Enhancement Note: The estimated salary range is based on research from Danish job boards and salary aggregators for similar roles in Copenhagen and Aalborg, considering the specified experience level and the specialized nature of servicedesign within a large telecommunications company. The benefits are typical for a company of Telenor's size and reputation in Denmark, with a focus on employee well-being and professional growth.

🎯 Team & Company Context

🏢 Company Culture

Industry: Telecommunications & Digital Services. Telenor operates in a rapidly evolving industry characterized by technological innovation, intense competition, and a constant drive for digital transformation. This environment necessitates agility, forward-thinking, and a strong customer focus.

Company Size: Large enterprise. Telenor is a significant player in the Danish market, part of a global telecommunications group. This size offers stability, extensive resources, and opportunities for broad impact, while also requiring efficient navigation of larger organizational structures.

Founded: Telenor Danmark has a long history, evolving through mergers and acquisitions, with its roots tracing back to the early days of telecommunications in Denmark. As part of the Telenor Group (founded in 1855 in Norway), it brings a legacy of connectivity and innovation.

Team Structure:

• The CX Design team is part of a broader customer experience function, likely reporting into a Head of CX Design. It operates with a matrixed structure, collaborating extensively with various departments.

• Team members likely specialize in different aspects of CX design, with this role focusing on servicedesign and journey optimization.

Methodology:

• Telenor is undergoing a "customer-centric transformation," implying a shift towards data-driven decision-making and iterative development processes.

• Servicedesign methodologies are explicitly mentioned as core to the team's approach, emphasizing user research, journey mapping, prototyping, and testing.

• Agile principles are likely integrated, enabling quick iteration and adaptation in response to customer feedback and market changes.

• A strong emphasis is placed on bridging the gap between strategic goals and practical implementation, ensuring that design efforts directly contribute to business objectives and improved customer outcomes.

Company Website: https://karriere.telenor.dk

📝 Enhancement Note: The company culture is described as one of transformation and innovation within the telecommunications sector. The emphasis on "Fantastiske forbindelser" (Fantastic Connections) suggests a value placed on relationships, both internal and external. The hybrid work model and the choice of two office locations (Copenhagen and Aalborg) indicate a modern, flexible approach to work.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a mid-level individual contributor, requiring 2-5 years of specialized experience. It offers a significant opportunity to influence strategy and execution within customer experience design, bridging the gap between conceptual design and operational implementation.

Reporting Structure: The Customer Experience Designer will report to Elisabeth Czajkowski Jørgensen, Head of CX Design. This direct line to leadership provides visibility and influence over CX strategy and departmental direction.

Operations Impact: The role has a direct impact on Telenor's revenue and business decisions by enhancing customer loyalty, improving conversion rates, and optimizing operational efficiency through superior customer experiences. By driving a customer-centric transformation, the designer contributes to Telenor's competitive advantage and long-term success.

Growth Opportunities:

• Specialization Advancement: Deepen expertise in servicedesign, user research, journey mapping, or digital transformation within the CX domain.

• Leadership Development: Potential to grow into a Senior CX Designer role, leading projects or mentoring junior team members, and eventually into management positions within CX or related operational areas.

• Cross-functional Mobility: Opportunities to move into related roles within product development, digital strategy, or operations management, leveraging a strong understanding of customer needs and business processes.

• Industry Certifications & Training: Access to ongoing learning and development, including certifications in CX, servicedesign, and digital technologies, to stay at the forefront of industry trends.

📝 Enhancement Note: The growth path emphasizes both deepening technical expertise in CX design and broadening into leadership or related operational roles. The "operations impact" is framed around tangible business outcomes like revenue and efficiency, crucial for operations-minded candidates.

🌐 Work Environment

Office Type: Hybrid work model. Employees are expected to work from the office a couple of days a week (estimated 2 days) and can work remotely for the remainder of the week, offering a blend of in-person collaboration and remote flexibility.

Office Location(s): The role is based in either Telenor's office in Aalborg (Skelagervej 9, 9000 Aalborg) or Copenhagen (Frederikskaj 8, 2450 København). Travel between these locations may be required depending on the candidate's base.

Workspace Context:

• The office environment is designed to foster collaboration, creativity, and innovation, with spaces conducive to workshops, brainstorming sessions, and team meetings.

• Access to modern digital tools and technologies will be provided to support design, analysis, and communication efforts.

Work Schedule:

• Standard full-time hours (approx. 37-40 hours/week) with a degree of flexibility. This allows for effective participation in team activities, client/customer interactions, and personal time management, crucial for managing design projects and iterative work.

📝 Enhancement Note: The hybrid work model and dual office locations are key aspects of the work environment. The description of the workspace emphasizes collaboration and access to tools, which are important for operations professionals who rely on efficient workflows and technology.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your application and CV, potentially followed by a brief introductory call to assess basic qualifications and interest.

• Portfolio Presentation & Case Study: You will likely be asked to present your portfolio, focusing on 1-2 key projects that demonstrate your servicedesign skills, customer journey mapping expertise, and ability to drive measurable improvements. Be prepared to discuss the challenges, your process, the solutions you designed, and the outcomes.

• Skills-Based Interview: A deeper dive into your technical skills, problem-solving abilities, and experience with specific servicedesign tools and methodologies. Expect behavioral questions assessing your collaboration style and approach to complex challenges.

• Team & Stakeholder Interviews: Meetings with the Head of CX Design and potentially other team members or key stakeholders from product, IT, or operations to assess cultural fit, collaborative potential, and alignment with Telenor's customer-centric vision.

• Final Interview: A concluding discussion, potentially with senior management, to finalize the decision and discuss terms.

Portfolio Review Tips:

• Structure Your Narrative: For each case study, clearly articulate the business problem or customer pain point, your role and responsibilities, the methodology you employed, the solutions you designed, and the quantifiable results or impact.

• Highlight Process & Methodology: Emphasize how you approach design challenges. Detail your research methods, ideation techniques, prototyping process, and how you incorporated customer feedback.

• Showcase Collaboration: Illustrate instances where you worked effectively with cross-functional teams, explaining how you managed stakeholder expectations and integrated diverse perspectives.

• Quantify Impact: Whenever possible, use data and metrics to demonstrate the value of your work. If direct metrics are unavailable, discuss the intended impact and how you would measure it.

• Tailor to Telenor: Research Telenor's current initiatives, brand values (Telenor and CBB Mobil), and industry challenges. Frame your examples to show how your skills align with their transformation goals.

Challenge Preparation:

• Be ready for potential case studies or design challenges that might involve analyzing a customer journey for a Telenor service, identifying pain points, and proposing solutions.

• Practice articulating your thought process clearly and concisely, especially when under time pressure.

• Prepare to discuss how you would approach implementing your proposed solutions within a large, complex organization like Telenor, considering potential operational constraints and stakeholder management.

📝 Enhancement Note: The interview process is structured to assess both technical design skills and operational understanding. The emphasis on portfolio presentation and case studies is critical for this role, requiring candidates to "walk through" their work and demonstrate a tangible impact.

🛠 Tools & Technology Stack

Primary Tools:

• Servicedesign & Journey Mapping Software: Tools like Miro, Mural, Smaply, or similar platforms for collaborative journey mapping, service blueprints, and ideation workshops.

• Prototyping Tools: Experience with tools such as Figma, Sketch, Adobe XD, or InVision for creating interactive prototypes and user flows.

• User Research Tools: Familiarity with platforms for surveys, user interviews, usability testing, and data analysis (e.g., UserTesting.com, SurveyMonkey, Qualtrics).

Analytics & Reporting:

• Web Analytics: Experience with tools like Google Analytics or Adobe Analytics to understand user behavior on digital platforms.

• Customer Feedback Platforms: Familiarity with tools that aggregate and analyze customer feedback (e.g., Zendesk, Medallia, Qualtrics).

• Business Intelligence Tools: Exposure to BI tools (e.g., Tableau, Power BI) for understanding performance metrics and trends.

CRM & Automation:

• CRM Systems: Understanding of how CRM systems (e.g., Salesforce, Microsoft Dynamics) store customer data and influence customer interactions.

• Digital Orchestration Platforms: While not explicitly detailed, the mention of "digital orchestration tools" suggests an interest in platforms that manage and automate customer journeys across various channels.

📝 Enhancement Note: The technology stack emphasizes tools essential for servicedesign and customer journey analysis. Proficiency in collaborative platforms like Miro/Mural and design/prototyping tools like Figma is expected. Familiarity with how data from analytics and CRM systems informs design decisions is also key for an operations-focused role.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A core belief that all decisions and actions should prioritize and enhance the customer experience. This translates to a constant drive to understand and meet customer needs.

• Collaboration & Connection: Valuing teamwork, open communication, and building strong relationships across departments ("Fantastiske forbindelser"). This fosters a supportive and integrated work environment.

• Innovation & Agility: Embracing change and continuously seeking new ways to improve processes, products, and customer experiences, especially within a dynamic industry.

• Data-Driven Decision Making: Utilizing data and insights from customer feedback and performance metrics to inform design choices and strategic initiatives.

• Accountability & Ownership: Taking responsibility for projects and outcomes, ensuring that design efforts lead to tangible improvements and business value.

Collaboration Style:

• Cross-functional Integration: The team actively works across departments, breaking down silos to ensure a holistic and consistent customer experience. This involves proactive communication and partnership with product, IT, marketing, and operations teams.

• Iterative & Feedback-Oriented: A culture of continuous improvement through regular feedback loops, involving customers, stakeholders, and team members in the design and refinement process.

• Knowledge Sharing: An environment where team members are encouraged to share insights, best practices, and learnings to collectively elevate the team's capabilities and foster a learning culture.

📝 Enhancement Note: The values emphasize a proactive, collaborative, and results-oriented approach, which is critical for operationalizing design initiatives within a large organization. The "collaboration style" highlights the need for strong interpersonal and communication skills.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Organizational Complexity: Successfully implementing customer experience improvements within a large, established organization with multiple stakeholders and established processes requires strong influencing and change management skills.

• Balancing Innovation with Operational Constraints: Designing ambitious customer experiences while adhering to technical limitations, budget constraints, and existing operational frameworks.

• Measuring ROI of CX Initiatives: Clearly demonstrating the tangible business value and return on investment for servicedesign efforts, linking them directly to revenue, loyalty, and efficiency gains.

• Keeping Pace with Digital Transformation: Staying ahead of rapid technological advancements and evolving customer expectations in the telecommunications sector.

Learning & Development Opportunities:

• Advanced Servicedesign & CX Training: Access to specialized courses, workshops, and potential certifications to deepen expertise in cutting-edge CX methodologies and tools.

• Industry Exposure: Opportunities to attend relevant conferences and industry events to stay abreast of best practices and emerging trends in telecommunications and customer experience.

• Mentorship & Leadership Development: Guidance from senior leaders within CX Design and opportunities to take on more leadership responsibilities as experience grows.

• Cross-functional Project Involvement: Gaining exposure to different business areas and operational challenges through involvement in diverse projects, broadening understanding of the business landscape.

📝 Enhancement Note: The challenges are framed around common operational hurdles in large companies, requiring strategic thinking and problem-solving. The growth opportunities are geared towards both technical skill enhancement and career progression within operations and design.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used servicedesign to solve a complex customer problem. What was your process, and what was the outcome?" - Preparation: Focus on a case study from your portfolio that clearly outlines the problem, your methodology (mapping, research, ideation), the solution, and any measurable results. Emphasize your role and the impact.

• "How would you approach mapping the customer journey for [a specific Telenor service, e.g., mobile plan upgrade]?" - Preparation: Be ready to outline your steps, including identifying touchpoints, channels, customer goals, pain points, and potential opportunities for improvement. Mention specific tools or frameworks you'd use.

Company & Culture Questions:

• "Why Telenor? What interests you about our customer-centric transformation?" - Preparation: Research Telenor's current market position, recent news, and their stated transformation goals. Connect your skills and aspirations to their mission.

• "How do you approach collaborating with technical teams (e.g., IT developers) and business stakeholders?" - Preparation: Discuss your communication style, how you translate design needs into technical requirements, and how you manage expectations and gather input from diverse groups.

Portfolio Presentation Strategy:

• Tell a Story: Structure your portfolio presentation around compelling narratives for each case study, focusing on the "why," "what," and "so what."

• Focus on Process & Impact: Clearly explain your design process and methodology. Quantify the impact or intended impact of your solutions using relevant metrics.

• Demonstrate Collaboration: Highlight instances where you worked effectively with others and how you integrated feedback.

• Be Ready for Deep Dives: Be prepared to answer detailed questions about your design choices, the tools you used, and the challenges you faced.

• Visualize Effectively: Use clear, uncluttered visuals to illustrate your journey maps, wireframes, prototypes, and data.

📝 Enhancement Note: The interview preparation focuses on demonstrating practical application of servicedesign principles, understanding of Telenor's business context, and strong communication skills, all crucial for an operations-focused role.

📌 Application Steps

To apply for this Customer Experience Designer position:

• Submit your application through the career portal link provided on the Telenor Danmark website.

• Tailor Your Resume: Highlight specific experiences and skills related to servicedesign, customer journey mapping, cross-functional collaboration, and driving customer experience improvements. Use keywords from the job description.

• Curate Your Portfolio: Select 2-3 of your strongest case studies that best demonstrate your ability to analyze customer needs, design solutions, and achieve measurable results. Ensure these align with the responsibilities outlined in the job description.

• Prepare Your Presentation: Practice walking through your portfolio case studies, focusing on your process, your role, the challenges, the solutions, and the impact. Be ready to articulate your thought process clearly and concisely.

• Research Telenor: Understand Telenor's business, its brands (Telenor and CBB Mobil), their current transformation, and their values. This will help you tailor your application and interview responses effectively.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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