Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer Company: IFF Location: Bergshamra, Sweden (with potential for Hybrid work in Helsinki/Espoo, Finland or Turku, Finland) Job Type: FULL_TIME Category: Service Design / GTM Operations Date Posted: 2025-08-14 Experience Level: Senior (5+ years) Remote Status: Hybrid (3 days in office required)

🚀 Role Summary

• This role acts as a critical bridge between customer needs, business objectives, and technical feasibility within IFF's commercial business area, focusing on the SME segment.
• You will drive the application of design thinking and service design methodologies to enhance insurance buying journeys and streamline business processes.
• The position demands strong agile leadership and the ability to influence stakeholders across various organizational levels to embed design principles into strategic decision-making.
• This is a high-autonomy role within a collaborative design community, focused on shaping impactful customer experiences for a large B2B client base.

📝 Enhancement Note: While the title is "Senior Service Designer," the responsibilities align closely with GTM Operations and Revenue Operations in terms of optimizing customer journeys, streamlining business processes, and driving strategic initiatives that impact revenue and customer acquisition within the SME segment. The focus on customer experience directly translates to sales effectiveness and customer retention.

📈 Primary Responsibilities

• Lead and mentor agile tribes and squads in the adoption and execution of design thinking and comprehensive service design methodologies.
• Proactively identify critical customer research needs, ensuring data-driven insights inform design decisions and strategy.
• Own and manage the end-to-end customer journey mapping for the commercial business area, identifying key friction points and opportunities for enhancement.
• Drive the strategic planning, conceptualization, and successful implementation of complex, user-centered service design projects.
• Foster strong collaborative relationships with key stakeholders, including Tribe Leads, Tech Leads, Agile Coaches, and other Service Design Leads, to ensure design integration and alignment.
• Champion the embedding of design thinking principles into core development cycles and strategic business decision-making processes.
• Translate complex business problems and user journeys into clear, actionable insights and design recommendations.
• Facilitate workshops and strategic sessions to drive alignment and co-creation across multidisciplinary teams.
• Ensure conceptual design work is effectively communicated and adapted for diverse audiences, from technical teams to executive leadership.
• Contribute to building a robust design culture through mentorship, coaching, and knowledge sharing within the Research and Service Design Chapter.

📝 Enhancement Note: The responsibilities emphasize strategic influence, cross-functional leadership, and process optimization, which are core tenets of advanced operations roles. The focus on "streamlining business processes" and "improving service experiences" directly contributes to revenue generation and operational efficiency.

🎓 Skills & Qualifications

Education:

• Master’s or Bachelor’s degree in Design, Service Design, Design Management, or a closely related field.

Experience:

• A minimum of 5 years of progressive experience in service design, gained through in-house roles or consultancy.
• Proven track record of leading complex, user-centered design initiatives from inception through to successful implementation.
• Demonstrated experience working within agile frameworks and multidisciplinary teams, understanding the nuances of agile ways of working.

Required Skills:

• Deep theoretical and practical knowledge of service design techniques, including journey mapping, user research methodologies (e.g., interviews, usability testing, ethnography), persona development, and service blueprinting.
• Proficient in applying design thinking principles to solve complex business challenges and identify new opportunities.
• Strong agile leadership capabilities, with the ability to guide and influence teams and stakeholders in a fast-paced, iterative environment.
• Excellent stakeholder management skills, with a demonstrated ability to build relationships and manage expectations across all organizational levels.
• Advanced facilitation skills for workshops, brainstorming sessions, and design sprints, ensuring productive and inclusive outcomes.
• Proven ability to map complex problems and user journeys, translating them into actionable insights and strategic recommendations.
• Exceptional communication and presentation skills, with the confidence to present conceptual work and adapt messaging for diverse audiences.
• Professional proficiency in English, enabling clear and effective communication in a multinational environment.

Preferred Skills:

• Experience with other Nordic languages, which can enhance collaboration and understanding within the regional business context.
• Understanding of how technological advancements and trends impact design deliverables and customer experiences.
• Experience in mentoring and coaching junior designers, fostering a culture of continuous learning and design excellence.
• Familiarity with the insurance industry or financial services sector, providing context for customer needs and regulatory considerations.

📝 Enhancement Note: The extensive experience requirement and emphasis on leadership, strategic project management, and cross-functional influence suggest a role that requires not just design execution but also operational oversight and strategic alignment, common in senior operations positions.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 3-5 distinct projects demonstrating a strong command of service design methodologies from problem identification to implementation.
• For each project, clearly articulate the business problem or customer need addressed, the design process followed, and the specific tools and techniques utilized.
• Quantify the impact of your design interventions, providing metrics related to customer satisfaction (e.g., NPS, CSAT), process efficiency improvements, conversion rate optimization, or cost reduction.
• Include examples of customer journey maps, service blueprints, user research findings, and prototypes to illustrate your process and thinking.
• Demonstrate experience in scaling design efforts across an organization and influencing strategic decision-making through design.

Process Documentation:

• Provide examples of documented design processes, including how user research findings were synthesized into actionable insights and design strategies.
• Showcase how you have collaborated with development teams to implement design solutions, ensuring fidelity and user experience goals were met.
• Illustrate how you measure the effectiveness of implemented services post-launch, including feedback loops for continuous improvement and iteration.

📝 Enhancement Note: The emphasis on quantifiable impact, process documentation, and demonstrating the scalability of design solutions aligns with the rigorous process and results-orientation expected in operations roles. A strong portfolio is crucial for demonstrating operational effectiveness and strategic impact.

💵 Compensation & Benefits

Salary Range:

• Based on industry benchmarks for Senior Service Designers in Sweden with 5+ years of experience and hybrid work arrangements, a competitive salary range would typically be between SEK 60,000 - 85,000 per month. This estimate considers the cost of living in the Stockholm region, the scope of responsibilities, and the company's standing as a large Nordic financial institution.

Benefits:

• Comprehensive career and development opportunities within the largest insurance company in the Nordics, including potential for advancement and specialized training.
• Engaging social activities and team-building events designed to foster a strong sense of community and collaboration.
• A wellness allowance and various sports activities to support employee health and well-being.
• Generous insurance benefits, reflecting the company's core business and commitment to employee welfare.
• Opportunities for continuous learning and skill enhancement through internal and external resources.

Working Hours:

• Standard full-time working hours are expected, likely around 40 hours per week. The role offers flexibility within a hybrid work model, requiring approximately three days per week in the office, allowing for a balance between focused work and collaborative engagement.

📝 Enhancement Note: The salary estimate is based on publicly available data for senior design roles in Sweden, adjusted for the specific industry and the comprehensive nature of the responsibilities. The benefits highlight a strong focus on employee development and well-being, typical of established organizations.

🎯 Team & Company Context

🏢 Company Culture

Industry: Insurance / Financial Services Company Size: Large (IFF is the largest insurance company in the Nordics, employing thousands across multiple countries). This size offers stability, extensive resources, and opportunities for significant impact. Founded: 1999 (formed by the merger of several Nordic insurance companies), indicating a long-standing history and deep market presence.

Team Structure:

• The role is embedded within one of IFF's commercial tribes, acting as the Tribe Service Design Lead.
• You will also be part of the broader Research and Service Design Chapter, providing a home base and a community of practice with fellow designers (Service, Business, UX, UI) and UX Researchers.
• This structure allows for both deep immersion in a specific business area (the tribe) and broad connection with the design discipline across the organization.

Methodology:

• The company operates within an agile framework, utilizing design thinking and service design methodologies.
• Emphasis is placed on customer-centricity, data-driven decision-making, and continuous improvement.
• Collaboration is a key operating principle, fostering cross-functional teamwork between design, technology, product, and business units.

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

📝 Enhancement Note: IFF's established position in the Nordic market suggests a culture that values stability, customer trust, and long-term strategic thinking, while its adoption of agile methodologies indicates a commitment to innovation and adaptability. The dual structure of tribes and chapters is a common and effective model for balancing specialized expertise with business unit focus.

📈 Career & Growth Analysis

Operations Career Level: Senior Individual Contributor with Leadership Influence. This role is senior, requiring significant autonomy and the ability to lead strategic initiatives and influence teams without direct line management of all members. It sits within a professional chapter, offering mentorship and peer support. Reporting Structure: You will report to the Chapter Lead for Research & Service Design. Day-to-day work and project leadership will be within a commercial tribe, collaborating closely with the Tribe Lead and Tech Lead. Operations Impact: Your work directly impacts customer acquisition, retention, and overall satisfaction within the SME segment, which are critical drivers of revenue and business growth. By streamlining buying journeys and improving service experiences, you contribute to operational efficiency and competitive advantage.

Growth Opportunities:

• Skill Specialization: Deepen expertise in specific service design areas or expand into related fields like UX strategy, customer experience management, or design operations.
• Leadership Development: Progress into roles with broader strategic oversight, potentially leading larger design initiatives, managing design teams, or moving into management positions within the design chapter or business tribes.
• Cross-Functional Experience: Gain exposure to various aspects of the commercial business, product development, and technology, broadening your understanding of the insurance value chain.
• Industry Influence: Contribute to shaping best practices in service design within the financial services sector.

📝 Enhancement Note: The "Senior" title combined with leadership responsibilities within a tribe suggests a path towards management or principal-level individual contributor roles, common in operations career ladders. The emphasis on cross-functional impact highlights the strategic importance of the role.

🌐 Work Environment

Office Type: Hybrid workplace, requiring a minimum of three days per week in the office. This suggests a modern office environment designed to facilitate collaboration and team interaction. Office Location(s): The role can be based in Helsinki (Espoo), Turku, or Stockholm (Bergshamra). This offers flexibility for candidates within the Nordic region.

Workspace Context:

• The hybrid model promotes flexibility while ensuring face-to-face collaboration, essential for design thinking workshops and stakeholder alignment.
• You will work within an agile tribe, implying a dynamic and collaborative team environment.
• Access to a community of designers within the Research and Service Design Chapter provides a supportive network for knowledge sharing and professional development.
• The company culture emphasizes being health-promoting and supportive, with opportunities for social interaction.

Work Schedule:

• Standard full-time hours (approx. 40 hours/week) with the flexibility afforded by the hybrid model. Occasional travel within Nordic countries is expected for project needs and collaboration.

📝 Enhancement Note: The hybrid model is a key aspect of the work environment, balancing focused individual work with essential in-person collaboration. The multiple location options are a significant benefit for candidates in the region.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV and potentially a brief introductory call to assess basic qualifications and cultural fit.
• Portfolio Presentation: You will likely be asked to present your portfolio, showcasing key projects, your design process, and the impact of your work. Be prepared to articulate your role and contributions clearly.
• Case Study/Workshop: A practical exercise, potentially a design challenge or workshop simulation, to assess your problem-solving skills, design thinking application, and collaboration style.
• Stakeholder Interviews: Meetings with key stakeholders (e.g., Tribe Leads, Product Managers, other designers) to evaluate your ability to collaborate, communicate, and align on strategic objectives.
• Chapter Lead Interview: A final discussion with your potential manager to assess your leadership potential, alignment with the design chapter's vision, and overall suitability for the Senior Service Designer role.

Portfolio Review Tips:

• Structure for Impact: Organize your portfolio around key projects. For each, clearly define the problem, your specific contributions, the process followed, key deliverables, and most importantly, the measurable outcomes and business impact.
• Highlight Operations Alignment: When presenting projects, emphasize how your design solutions streamlined processes, improved customer acquisition/retention, or contributed to business efficiency and revenue. Use metrics to back these claims.
• Showcase Collaboration: Include examples of how you worked with cross-functional teams (developers, product managers, marketers) and managed diverse stakeholder expectations.
• Tailor to IFF: Research IFF's business, particularly their SME offerings, and consider how your experience and portfolio projects are relevant to their challenges and goals.

Challenge Preparation:

• Familiarize yourself with IFF's approach to customer experience and their market position.
• Practice articulating your design process and the rationale behind your decisions clearly and concisely.
• Be prepared to discuss how you handle ambiguity, manage competing priorities, and influence stakeholders in a complex organizational structure.
• Think about how you would approach improving a customer journey for a business insurance product.

📝 Enhancement Note: The interview process emphasizes practical application of skills, strategic thinking, and stakeholder management, mirroring the requirements of high-impact operations roles. The portfolio review is a critical component, demanding a focus on demonstrable results and process efficiency.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design / Prototyping: Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop), Miro, Mural, Smaply or similar journey mapping tools.
• User Research: UserTesting.com, Lookback, Hotjar, SurveyMonkey, Qualtrics, or similar platforms for conducting and analyzing qualitative and quantitative user feedback.
• Agile Project Management: Jira, Confluence, Asana, Trello.

Analytics & Reporting:

• Familiarity with analytics platforms to understand user behavior and measure the impact of design interventions is beneficial. This could include tools like Google Analytics, Mixpanel, Amplitude, or internal BI tools.

CRM & Automation:

• While not directly managing CRM, understanding how customer data flows and how systems like Salesforce or Microsoft Dynamics support customer journeys and business processes would be advantageous.

📝 Enhancement Note: Proficiency in a range of design and collaboration tools is essential. Experience with analytics and an understanding of CRM systems will be highly valued, bridging the gap between design and operational outcomes.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep commitment to understanding and meeting customer needs as the primary driver for all design and business decisions.
• Collaboration & Inclusion: Fostering an environment where diverse perspectives are valued, and cross-functional teamwork is paramount.
• Data-Driven Decisions: Utilizing research and analytics to inform strategy and measure the impact of initiatives, ensuring accountability and effectiveness.
• Continuous Improvement: A mindset geared towards ongoing learning, iteration, and optimization of processes and experiences.
• Agility & Adaptability: Embracing change and responding effectively to evolving market dynamics and customer expectations.

Collaboration Style:

• Highly collaborative, working closely with agile tribes and cross-functional teams.
• Emphasis on shared ownership and co-creation in problem-solving and solution development.
• Open communication and constructive feedback are encouraged within the design chapter and project teams.

📝 Enhancement Note: The values emphasize a blend of customer focus, data-informed strategy, and collaborative execution, which are hallmarks of successful operations teams focused on driving business outcomes.

⚡ Challenges & Growth Opportunities

Challenges:

• Scaling Design: Effectively disseminating and implementing design thinking and service design principles across a large, complex organization like IFF.
• Balancing Needs: Managing the diverse and sometimes competing needs of different stakeholders (customers, business units, technology teams).
• Proving ROI: Quantifying the tangible business impact of design initiatives to secure buy-in and resources.
• Navigating Ambiguity: Thriving in a dynamic, agile environment where priorities can shift and new challenges emerge.

Learning & Development Opportunities:

• Advanced Design Methodologies: Opportunities to explore and implement cutting-edge service design and UX research techniques.
• Leadership Training: Development programs focused on agile leadership, stakeholder management, and strategic influence.
• Industry Exposure: Gaining deep insights into the insurance sector and the specific challenges and opportunities within the Nordic SME market.
• Mentorship: Access to experienced design leaders and peers within the Research and Service Design Chapter for guidance and career development.

📝 Enhancement Note: The challenges presented are typical for senior roles in large organizations, requiring strong problem-solving, communication, and strategic thinking skills, all of which are transferable to operations leadership. Growth opportunities are aligned with advancing in a specialized field or moving into broader operational management.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex customer journey you've mapped and how you identified opportunities for improvement. What was the business impact?" (Focus on process, stakeholder management, and quantifiable results).
• "How do you embed design thinking into an agile development process? Provide an example." (Highlight collaboration, integration, and agile principles).
• "How do you measure the success of a service design initiative? What metrics do you prioritize and why?" (Emphasize data-driven approach and ROI).
• "Discuss a time you had to influence stakeholders with differing opinions. How did you approach it?" (Showcase communication, negotiation, and leadership skills).

Company & Culture Questions:

• "What do you know about IFF's approach to customer experience in the SME market?" (Demonstrate research and understanding of their business).
• "How would you contribute to the culture of the Research and Service Design Chapter?" (Showcase collaborative mindset and commitment to design excellence).
• "What are your expectations for working in a hybrid environment?" (Align with the company's work model).

Portfolio Presentation Strategy:

• Storytelling: Frame each project as a narrative: the problem, your journey to the solution, the challenges overcome, and the impactful outcome.
• Visual Clarity: Use clear, concise visuals for journey maps, blueprints, and data. Ensure your role in each project is explicitly stated.
• Quantify Impact: For every project, be ready to discuss the metrics that demonstrate success – e.g., increased conversion rates, reduced customer effort, improved satisfaction scores, cost savings. Connect these directly to business objectives.
• Process Rigor: Be prepared to explain your methodology, why you chose certain tools or techniques, and how you adapted your approach based on research and feedback.

📝 Enhancement Note: Interview preparation should focus on demonstrating not just design skills, but also strategic thinking, operational impact, and the ability to lead and influence within a corporate structure, aligning with the demands of a senior operations role.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your CV through the provided application link.
• Tailor your CV: Highlight experience in service design, agile environments, customer journey optimization, stakeholder management, and quantifiable project outcomes. Use keywords from the job description.
• Prepare your portfolio: Curate your strongest projects, focusing on those that demonstrate process improvement, user-centered design, and clear business impact. Be ready to present this effectively, emphasizing your role and the results achieved.
• Research IFF: Understand their market position, target customer segments (especially SMEs), and their commitment to customer experience.
• Practice your narrative: Be prepared to articulate your experience, design philosophy, and how you can contribute to IFF's goals during interviews.

⚠️ 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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