Senior Service Design Manager

📍 Job Overview

Job Title: Senior Service Design Manager Company: The LEGO Group Location: Copenhagen, Denmark / Billund, Denmark Job Type: FULL_TIME Category: Service Design / Design Leadership Date Posted: 2026-02-20 Experience Level: Mid-Senior Level (5-10 years implied) Remote Status: Hybrid (average 3 days per week in office)

🚀 Role Summary

• Lead and mentor a team of service designers, fostering a culture of innovation and user-centricity within the Consumer and Marketing digital product space.
• Drive strategic user research initiatives and service design practices to inform product development and enhance customer experiences.
• Collaborate with senior stakeholders across business, product, and engineering to champion design thinking and ensure alignment with organizational goals.
• Develop and maintain a strong design culture characterized by openness, trust, empathy, and continuous learning, with a focus on individual and team growth.
• Play a key role in recruiting, coaching, and building a robust talent pipeline for design roles within the organization.

📝 Enhancement Note: While the title is "Senior Service Design Manager," the responsibilities and implied experience level suggest a role focused on leading design initiatives and teams, rather than purely hands-on service design execution, especially within the context of digital product development for consumer and marketing. The emphasis on "Design Leader" and "coaching a team" points towards a managerial and strategic leadership function.

📈 Primary Responsibilities

• Team Leadership & Development: Lead, inspire, and coach a team of service designers, fostering their professional growth and ensuring high-quality output.
• Talent Acquisition & Management: Actively participate in recruiting new design talent, building a strong talent pipeline, and conducting performance assessments.
• Cross-Functional Collaboration: Engage and collaborate effectively with key senior stakeholders across business units, product management, and engineering to drive strategic alignment.
• Methodology & Insight Sharing: Facilitate a learning mindset by maintaining, developing, and sharing insights on service design methodologies, agile approaches, and relevant industry trends.
• User Research & Service Design Strategy: Drive and conduct user research, and align service design principles across digital products to ensure user-centricity.
• Culture Building: Contribute to building a strong, inclusive design culture and community that promotes openness, trust, care, empathy, fun, and creativity.
• Agile Process Advocacy: Promote the adoption of agile methodologies within product teams to foster outcome-driven mindsets and efficient delivery processes.

📝 Enhancement Note: The responsibilities highlight a blend of people management, strategic planning, and operational oversight within the design function. The focus on "consumer and marketing digital product space" indicates a need to understand the nuances of B2C interactions and marketing operations, which are key areas for revenue enablement and customer engagement.

🎓 Skills & Qualifications

Education: Specific educational requirements are not detailed, but a degree in Design, Human-Computer Interaction, Psychology, Business, or a related field is typically expected for senior design leadership roles.

Experience: Implied 5-10 years of experience in service design, UX/UI design leadership, or a related design management role, with a strong track record of leading design initiatives and teams. Experience in agile development environments is essential.

Required Skills:

• Leadership & Coaching: Proven ability to lead, inspire, and coach design teams.
• Collaboration & Stakeholder Management: Exceptional collaboration skills and the ability to build relationships and influence senior stakeholders across diverse departments.
• User-Centric Design: Deep understanding and practical application of user-centric design principles and methodologies.
• Agile Methodologies: Experience with agile development, agile techniques, and delivery processes, with the ability to promote their adoption.
• Emotional Intelligence: High emotional intelligence for understanding team dynamics and leading with empathy.
• Communication & Business Acumen: Strong communication skills with a solid business understanding to articulate value and drive initiatives.
• Problem-Solving: Ability to navigate complex stakeholder landscapes and drive solutions.
• Team Player: A genuine team-oriented mindset.
• Curiosity & Positivity: An energetic, curious, and positive attitude.

Preferred Skills:

• Digital Marketing Product Experience: Experience designing or leading digital marketing products, platforms, or campaign workflows (planning, execution, content creation).
• MarTech/Enterprise Tools: Familiarity with marketing technology ecosystems (MarTech) or internal enterprise tools for marketing operations.
• User Needs in Marketing: Understanding of user needs and workflows within marketing teams or campaign-driven organizations.
• Finance/Commercial/Data Optimization: Experience with projects or products involving finance, commercial strategy, or data-driven optimization.

📝 Enhancement Note: The "Nice to have" section provides critical context for candidates interested in how this role intersects with operations. Experience with MarTech, marketing operations tools, and campaign workflows directly relates to Revenue Operations and Marketing Operations functions, suggesting that success in this role will involve understanding and optimizing these areas.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Design Leadership Case Studies: Demonstrations of leading design teams, mentoring designers, and fostering team growth.
• User Research Impact: Examples of how user research directly informed service design strategies and led to measurable improvements in user experience.
• Process Optimization: Case studies showcasing the implementation of service design principles to optimize user journeys, workflows, and business processes within digital products.
• Cross-Functional Collaboration: Evidence of successful collaboration with product, engineering, and business stakeholders to deliver design solutions.
• Agile Integration: Examples of how service design was integrated into agile development cycles to ensure user needs were met iteratively.

Process Documentation:

• Workflow Design & Optimization: Ability to document and improve complex user workflows, particularly those related to marketing campaign planning, execution, or content creation.
• Methodology Implementation: Experience in documenting and disseminating best practices for service design and user research methodologies.
• Performance Metrics: Demonstrated ability to define and track metrics that measure the success of service design initiatives, linking them to business outcomes.

📝 Enhancement Note: For a Senior Service Design Manager role, a portfolio should emphasize strategic impact and leadership over individual design execution. When showcasing projects, focus on the results of your leadership, the processes you improved, and the impact on the team and product outcomes, especially those related to marketing operations and digital consumer experiences.

💵 Compensation & Benefits

Salary Range: While not specified, for a Senior Service Design Manager role in Copenhagen, Denmark, with 5-10 years of experience, a competitive salary range would typically be between DKK 600,000 to DKK 900,000 annually, depending on specific experience, qualifications, and the exact scope of responsibilities. This range reflects the senior leadership aspect and the high cost of living in Copenhagen.

Benefits:

• Family Care Leave: Enhanced paid leave options for family-related events.
• Insurances: Comprehensive life and disability insurance coverage.
• Wellbeing Programs: Resources and benefits to support physical and mental wellbeing, community building, and creativity.
• Colleague Discount: Generous discount on LEGO products from day one.
• Bonus Scheme: Eligibility for a bonus based on achieved goals.
• Hybrid Work Policy: An average of 3 days per week in the office, offering flexibility.

Working Hours: Approximately 40 hours per week, with a hybrid work arrangement allowing for flexibility.

📝 Enhancement Note: The salary estimate is based on industry benchmarks for senior design leadership roles in major European tech hubs like Copenhagen. Benefits are standard for large, established companies and reflect a commitment to employee wellbeing and work-life balance. The hybrid policy is a key factor for many operations professionals seeking flexibility.

🎯 Team & Company Context

🏢 Company Culture

Industry: Toy Manufacturing & Entertainment. The LEGO Group is a global leader in the toy industry, known for its innovative approach to play and learning. This context means a strong emphasis on creativity, quality, and a deep understanding of its consumer base.

Company Size: Large Enterprise (implied by "international environment" and "dynamic, multi-disciplinary team"). The LEGO Group is a global corporation with thousands of employees worldwide.

Founded: 1932. With a long history, The LEGO Group has a rich heritage and a well-established organizational structure and culture.

Team Structure:

• Design Leadership: This role is part of a broader design leadership team responsible for guiding the design function within specific product areas.
• Cross-Functional Alignment: The role requires close collaboration with Product Management, Engineering, Marketing, and other business units, indicating a matrixed or integrated team structure.
• Focus on Consumer & Marketing Digital: The team operates within the digital product space for consumers and marketing, suggesting a focus on customer-facing applications and marketing operational tools.

Methodology:

• User-Centric Design: A core methodology, emphasizing understanding and meeting user needs.
• Agile Development: Integrated into product development processes for iterative delivery and responsiveness.
• Data-Driven Insights: Use of research and data to inform design decisions and strategy.
• Design Thinking: Applied to foster innovation and problem-solving.

Company Website: https://www.lego.com/

📝 Enhancement Note: The LEGO Group's culture is deeply rooted in play, creativity, and children's development. For an operations-focused candidate, understanding this culture means appreciating how design, user experience, and even marketing operations contribute to a playful, engaging, and trustworthy brand experience. The emphasis on "consumer and marketing digital product space" suggests a growing focus on digital transformation and customer engagement platforms.

📈 Career & Growth Analysis

Operations Career Level: This role is at a senior management level, overseeing a team and influencing strategic direction within the Consumer and Marketing digital product domain. It bridges design leadership with operational efficiency, particularly concerning marketing and consumer-facing digital assets.

Reporting Structure: The role likely reports to a Director or VP of Design, Product, or Digital, and manages a team of Service Designers. Collaboration with other senior leaders in Product, Engineering, and Marketing is paramount.

Operations Impact: The Senior Service Design Manager directly impacts revenue and business decisions by ensuring digital products are user-centric, efficient, and effectively support marketing and consumer engagement goals. This includes optimizing workflows for campaign planning, content creation, and MarTech usage, which are critical for marketing ROI and customer acquisition/retention.

Growth Opportunities:

• Advancement to Director/VP Level: Potential to move into broader design leadership roles overseeing larger teams or multiple product areas.
• Specialization: Deepen expertise in specific areas like MarTech integration, customer journey optimization, or digital marketing operations strategy.
• Strategic Influence: Grow influence on the overall digital product strategy and GTM approach for the Consumer and Marketing divisions.
• Cross-Functional Leadership: Transition into broader product or digital strategy roles, leveraging design and operational expertise.

📝 Enhancement Note: While this role is titled "Service Design Manager," its responsibilities and the "nice to have" skills (MarTech, marketing operations) position it as a crucial link to Revenue Operations. A candidate demonstrating an understanding of how design and user experience directly contribute to marketing effectiveness and sales enablement will be highly valued.

🌐 Work Environment

Office Type: The LEGO Group operates modern office environments designed for collaboration and creativity. The role is based in a "Copenhagen Hub - Østergade" or Billund, Denmark.

Office Location(s): Copenhagen and Billund, Denmark. These are major hubs for The LEGO Group, offering access to diverse talent and resources.

Workspace Context:

• Collaborative Spaces: Offices are designed with collaborative areas, meeting rooms, and informal spaces to encourage interaction and idea sharing.
• Design Tools & Technology: Access to industry-standard design software, research tools, and potentially advanced prototyping or visualization technologies.
• Team Interaction: Frequent opportunities for interaction with design teams, product managers, engineers, and marketing professionals.

Work Schedule: The hybrid work policy (average 3 days/week in office) offers a structured yet flexible schedule, allowing for focused work, team collaboration, and personal life management. The standard working hours are approximately 40 per week.

📝 Enhancement Note: The hybrid model is significant for operations roles, balancing the need for in-person collaboration on complex problem-solving and team building with the flexibility that supports deep work and data analysis. Understanding the collaborative nature of a hybrid office is key for success.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or recruiter call to assess basic qualifications and cultural fit.
• Hiring Manager Interview: Deeper dive into experience, leadership style, and understanding of service design principles.
• Team/Peer Interviews: Meetings with other design leaders, product managers, and potentially key engineering or marketing stakeholders to assess collaboration skills and strategic thinking.
• Portfolio Presentation: A significant part of the process will likely involve presenting case studies from your portfolio, demonstrating leadership, strategic impact, and problem-solving abilities.
• Final Round/Executive Interview: Discussion with senior leadership regarding strategic vision, alignment with company goals, and overall fit.

Portfolio Review Tips:

• Leadership Focus: Highlight instances where you led teams, mentored designers, and fostered a positive design culture.
• Strategic Impact: Showcase how your design strategies and research insights directly influenced product roadmaps, user experience improvements, and business outcomes (e.g., increased engagement, efficiency gains in marketing operations).
• Process Optimization: Detail specific processes you improved or implemented, especially those related to user research, agile integration, or workflow efficiency in marketing contexts.
• Stakeholder Navigation: Use case studies to illustrate how you successfully navigated complex stakeholder landscapes and communicated design vision effectively.
• Quantifiable Results: Whenever possible, present metrics and data to demonstrate the ROI of your design initiatives, particularly those that might touch upon marketing operations or consumer engagement KPIs.

Challenge Preparation:

• Service Design Scenarios: Be prepared for discussions on how you would approach specific design challenges within the consumer or marketing digital product space.
• Agile & Stakeholder Scenarios: Expect questions on how you manage design within agile frameworks and handle conflicting stakeholder priorities.
• Team Leadership Questions: Prepare to discuss your leadership philosophy, how you coach and motivate teams, and how you handle performance management.

📝 Enhancement Note: The portfolio review for a management role should pivot from showcasing individual design skills to demonstrating leadership, strategic thinking, and the ability to drive impact through a team. For this role, linking design outcomes to marketing effectiveness and operational efficiency will be a strong differentiator.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & UX Tools: Figma, Sketch, Adobe Creative Suite (for potential prototyping/visuals), Miro/Mural (for collaboration and workshops), user research platforms (e.g., UserTesting.com, Qualtrics).
• Project Management & Collaboration: Jira, Confluence, Asana, Trello (for agile workflow management).
• Communication: Slack, Microsoft Teams.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics (for understanding consumer behavior).
• Product Analytics: Tools like Amplitude, Mixpanel (for tracking user interactions within digital products).
• BI Tools: Tableau, Power BI (for creating dashboards and reporting on key metrics).

CRM & Automation:

• CRM Systems: Salesforce, HubSpot (understanding how design impacts CRM data and user experience within these systems).
• Marketing Automation Platforms (MarTech): Experience with or understanding of platforms like Adobe Marketing Cloud, Marketo, HubSpot Marketing Hub (relevant for "nice to have" skills).
• Integration Tools: Awareness of how different systems connect to provide a seamless user experience.

📝 Enhancement Note: While the role is in Service Design, familiarity with the MarTech stack and CRM systems is crucial given the "nice to have" requirements. This indicates that the design team supports or influences digital marketing operations, making knowledge of these tools a significant advantage for process optimization and stakeholder alignment.

👥 Team Culture & Values

Operations Values:

• Curiosity & Learning: A constant drive to explore new ideas, understand user needs, and stay abreast of industry trends.
• Collaboration & Teamwork: Emphasis on working together, sharing knowledge, and supporting team members to achieve common goals.
• User-Centricity: A fundamental belief in prioritizing the user's needs and experience in all design and development decisions.
• Empathy & Care: A culture that values understanding and supporting colleagues and users with genuine care and empathy.
• Creativity & Playfulness: Encouraging innovative thinking and bringing a sense of fun and creativity into the workplace, reflecting the LEGO brand.
• Data-Driven Decision Making: Utilizing insights from research and analytics to inform strategies and measure impact.

Collaboration Style:

• Open & Trusting: Fostering an environment where ideas can be shared freely and feedback is constructive.
• Cross-Functional Integration: Working closely with product, engineering, marketing, and business teams to ensure holistic solutions.
• Iterative & Feedback-Driven: Embracing continuous feedback loops to refine designs and processes.
• Knowledge Sharing: Actively participating in community of practice sessions and sharing learnings across teams.

📝 Enhancement Note: The LEGO Group's values, particularly around "Children are our role models" and a "culture of play," translate into a workplace that encourages creativity, imagination, and a positive, supportive atmosphere. For operations professionals, understanding how to infuse these values into processes and team interactions can enhance collaboration and innovation.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing User Needs with Business Objectives: Navigating the complexities of aligning user-centric design with commercial goals and technical constraints within the consumer and marketing digital space.
• Driving Change in a Large Organization: Influencing stakeholders and teams to adopt new design methodologies or prioritize user experience initiatives.
• Integrating MarTech/Enterprise Tools: Understanding and potentially improving user experience within complex marketing technology ecosystems.
• Leading in a Hybrid Environment: Effectively managing and fostering team cohesion and productivity in a hybrid work setting.
• Measuring Design Impact: Quantifying the value and ROI of service design initiatives, especially in areas supporting marketing operations and digital consumer engagement.

Learning & Development Opportunities:

• Advanced Design Leadership: Opportunities to refine leadership skills, strategic planning, and team development.
• MarTech & Marketing Operations Expertise: Deepen knowledge in marketing technology and operational workflows relevant to campaign execution and content creation.
• Digital Transformation: Contribute to and learn from The LEGO Group's ongoing digital transformation efforts.
• Industry Conferences & Training: Access to relevant conferences, workshops, and training programs to stay current with design and digital trends.
• Mentorship: Potential for mentorship from senior leaders within the organization.

📝 Enhancement Note: The challenges presented are common for senior roles in large organizations and directly relate to operational efficiency and effectiveness. Leveraging the growth opportunities in MarTech and marketing operations can position a candidate for significant impact within revenue-generating functions.

💡 Interview Preparation

Strategy Questions:

• "How would you approach building a design culture within a new or evolving digital product team focused on consumer engagement and marketing operations?"
• "Describe a time you successfully influenced senior stakeholders to adopt a user-centric approach for a complex digital product. What was your strategy?"
• "Given the 'nice to have' requirements, how would you leverage your service design expertise to optimize workflows for marketing campaign planning or content creation using existing MarTech tools?"
• "How do you balance delivering outcome-driven results in an agile environment with ensuring deep user understanding and empathy?"

Company & Culture Questions:

• "What aspects of The LEGO Group's culture and values resonate most with your leadership style and professional approach?"
• "How would you foster a sense of openness, trust, and creativity within your service design team, especially in a hybrid work environment?"
• "How do you measure the impact of design on business outcomes, particularly in areas that support marketing and consumer interaction?"

Portfolio Presentation Strategy:

• Structure: Organize your presentation around 2-3 key projects that showcase leadership, strategic impact, user research, and process optimization.
• Narrative: For each project, clearly define the problem, your role and approach, the solutions implemented, the challenges faced, and the measurable outcomes achieved (focus on user experience improvements, efficiency gains, or business impact).
• Process Focus: Detail the methodologies you used, how you collaborated with cross-functional teams, and how you navigated stakeholder landscapes.
• Relevance: Tailor your examples to highlight experience relevant to digital products, consumer engagement, and ideally, marketing operations or MarTech contexts.
• Interactive Elements: Be prepared to answer in-depth questions about your decisions and processes, and potentially engage in a brief whiteboard exercise or discussion on a hypothetical scenario.

📝 Enhancement Note: When presenting your portfolio, emphasize how your design leadership translates into operational efficiency, better customer experiences, and ultimately, contributes to business growth. Highlighting any experience with MarTech or marketing operations tools will be a significant advantage.

📌 Application Steps

To apply for this Senior Service Design Manager position:

• Submit your application through the provided Workday link: https://lego.wd103.myworkdayjobs.com/LEGO_External/job/Copenhagen/Senior-Service-Design-Manager_0000031895
• Portfolio Customization: Tailor your portfolio to showcase leadership experience, strategic impact, and any relevant experience with digital marketing products, MarTech, or workflow optimization in marketing operations. Select case studies that best demonstrate your ability to lead teams and drive user-centric solutions that align with business objectives.
• Resume Optimization: Ensure your resume clearly highlights leadership roles, experience in agile environments, stakeholder management, user research, and any specific experience related to marketing technology, campaign planning, or content creation workflows. Use keywords from the job description and operations industry.
• Interview Preparation: Practice articulating your leadership philosophy, how you foster design culture, and how you measure design impact. Prepare to discuss your approach to user research, agile methodologies, and stakeholder collaboration, with a focus on how these drive operational effectiveness.
• Company Research: Familiarize yourself with The LEGO Group's brand, mission, values, and recent digital initiatives. Understand their commitment to children's rights and their approach to innovation. Consider how the Consumer and Marketing digital product space contributes to the overall business strategy.

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