Service Designer - Cross-Functional Teams

📍 Job Overview

Job Title: Service Designer - Cross-Functional Teams

Company: DFDS Denmark

Location: Copenhagen, Capital Region of Denmark, Denmark

Job Type: FULL_TIME

Category: Service Design / User Experience Operations

Date Posted: 2026-09-11

Experience Level: Mid-Level (2-3 years)

Remote Status: On-site

🚀 Role Summary

• Drive the improvement of user and customer experiences across DFDS's digital platforms by applying core service design methodologies and user-centered research.

• Collaborate within a cross-functional Technology & Innovation team, focusing on data, technology, and human behavior to build robust insight capabilities.

• Develop and execute user research plans, including respondent recruitment, survey design, and quantitative data analysis, translating findings into actionable service design decisions.

• Contribute to a strong design community by actively participating in a dedicated design chapter, fostering a culture of learning, challenge, and growth.

📝 Enhancement Note: This role is positioned within a "Technology & Innovation Division" with a focus on "data, technology, and human behavior," indicating a strong emphasis on operationalizing insights and integrating design thinking into the broader tech and data strategy. The collaboration with a senior service designer suggests a mentorship and development focus.

📈 Primary Responsibilities

• Independently plan and execute user research initiatives, encompassing respondent recruitment, survey design, and quantitative data analysis to inform service design strategies.

• Apply foundational service design methods, including the creation and utilization of journey maps, stakeholder maps, and service blueprints to visualize and improve end-to-end user experiences.

• Utilize designated tools to effectively communicate service flows, user journeys, and design concepts, ensuring clarity and shared understanding across teams.

• Facilitate stakeholder engagement and cross-functional team collaboration throughout the design process, fostering co-creation of solutions and building organizational alignment.

• Contribute to the development and maintenance of documentation and templates, adhering to established patterns to ensure consistency and scalability of design practices.

• Analyze and design for end-to-end customer journeys, recognizing the interconnectedness of various touchpoints and their impact on the overall user experience, from initial awareness to post-interaction phases.

📝 Enhancement Note: The responsibilities emphasize a blend of independent execution in research and design, alongside strong collaborative and communication skills. The mention of "quantitative data analysis" and "building the data foundation, automation, and insight capabilities" suggests that this role will leverage data to drive design decisions, aligning it closely with operational efficiency and effectiveness.

🎓 Skills & Qualifications

Education: Formal education in Service Design, UX Design, Human-Computer Interaction, Psychology, or a related field is beneficial, though practical experience and a strong portfolio demonstrating core competencies are highly valued.

Experience: Approximately 2 to 3 years of professional experience in service design, UX design, or a closely related discipline, with a proven track record of applying user-centered methodologies.

Required Skills:

• Proficient in planning and conducting various forms of user research (qualitative and quantitative).

• Skilled in applying core service design methods such as journey mapping, stakeholder mapping, and service blueprinting.

• Experience in data analysis, including quantitative data interpretation, to inform design decisions.

• Strong understanding and practical application of Agile methodologies (Scrum, Kanban).

• Excellent communication and interpersonal skills for stakeholder management and cross-functional collaboration.

• Ability to work independently and manage tasks effectively within a structured environment. Preferred Skills:

• Proficiency in design and wireframing tools, specifically Figma.

• Experience with user-centered research across digital platforms.

• Familiarity with building automation and insight capabilities.

• Understanding of how design work connects to broader customer journey touchpoints.

📝 Enhancement Note: The emphasis on "how you have acquired these capabilities is less important than your ability to apply them effectively" indicates a pragmatic approach to qualifications, prioritizing demonstrable skills and impact over specific academic credentials. The preference for Figma highlights a need for practical design tool proficiency.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of two to three comprehensive case studies demonstrating your service design process from problem identification to solution implementation and impact.

• Clearly articulate your role in each project, detailing the specific methodologies and tools used, and highlight your contributions to user research, data analysis, and co-creation.

• Quantify the impact of your design work, where possible, by presenting metrics related to user satisfaction, efficiency improvements, or business goal achievement.

• Provide examples of artifacts created, such as detailed journey maps, service blueprints, stakeholder maps, and wireframes, illustrating your ability to translate insights into tangible design outputs. Process Documentation:

• Demonstrate experience in documenting user research findings, including methodologies, participant profiles, key insights, and actionable recommendations.

• Illustrate your approach to creating and maintaining service design artifacts like journey maps and blueprints, ensuring they are clear, comprehensive, and serve as valuable communication tools for cross-functional teams.

• Show examples of how you contribute to establishing and refining design patterns and templates to ensure consistency and scalability across projects.

📝 Enhancement Note: The explicit mention of a portfolio and the desire to see "impact" suggests that candidates will be evaluated on their ability to deliver tangible results and demonstrate a structured, data-informed design process, rather than just creative output. The focus on documentation and established patterns aligns with operationalizing design within a larger organization.

💵 Compensation & Benefits

Salary Range: Based on the location (Copenhagen, Denmark), experience level (2-3 years), and the nature of the role within a Technology & Innovation division, a competitive salary range for a Service Designer can be estimated between 35,000 - 50,000 DKK per month. This range is indicative and subject to individual experience and negotiation.

Benefits:

• Access to a modern workplace with diverse work zones designed for productivity and collaboration.

• On-site fitness facilities to support employee well-being.

• Recreational opportunities with an on-site game room.

• Convenient dining options with a company cantina and café.

• A unique space for relaxation and events with a rooftop terrace offering ocean views.

• Opportunities for professional development and growth within the Technology & Innovation Division.

Working Hours: The role is full-time, with an anticipated standard working week of approximately 37-40 hours, typical for Denmark. While the role is on-site, DFDS likely offers a flexible approach to work schedules within business hours, accommodating the demands of agile team collaboration.

📝 Enhancement Note: Salary estimation is based on Danish labor market data for similar roles and experience levels, factoring in Copenhagen's cost of living and the specific industry. Benefits listed are directly from the job description, highlighting DFDS's commitment to employee well-being and workplace experience.

🎯 Team & Company Context

🏢 Company Culture

Industry: Shipping and Logistics, with a significant focus on Digital Transformation and Customer Experience enhancement through Technology & Innovation. DFDS operates within a dynamic and competitive market, where digital touchpoints are crucial for customer acquisition and retention.

Company Size: DFDS is a large, established organization, indicated by its presence across multiple countries and a significant Technology & Innovation division. This size implies structured processes, potential for career advancement, and the opportunity to impact large-scale initiatives.

Founded: DFDS was founded in 1866, signifying a long history and deep-rooted expertise in its core business. This historical context suggests a company that values tradition while embracing modern innovation to stay relevant and competitive.

Team Structure:

• The role is within the Technology & Innovation (T&I) Division, which likely comprises various technical and design-focused teams.

• The Service Designer will be part of a specific cross-functional product team, working alongside engineers, product managers, and data specialists.

• They will also belong to a Design Chapter, a community of practice for Product and Service Designers, fostering peer-to-peer learning and skill development. Methodology:

• The team operates with an Agile mindset, utilizing Scrum and Kanban methodologies for project management and workflow optimization.

• Data-driven decision-making is central, with a focus on building data foundations, automation, and insight capabilities to understand user behavior.

• User-centered design principles are applied, ensuring that user needs are understood and integrated into business goals.

Company Website: https://dfdsdenmark.teamtailor.com (Note: This is the careers portal; the primary company website is dfds.com)

📝 Enhancement Note: The company culture appears to balance a long-standing heritage with a forward-thinking approach to digital innovation. The emphasis on cross-functional teams and a dedicated design chapter suggests a collaborative and learning-oriented environment, crucial for operations roles that bridge different business functions.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a Mid-Level Service Designer, suitable for individuals with 2-3 years of experience. It offers the opportunity to take ownership of research and design tasks, work with senior practitioners, and contribute to significant digital transformation initiatives within a large organization.

Reporting Structure: The Service Designer will report into a senior member of the Technology & Innovation division, likely a Lead Service Designer or Head of Design within the department. They will also be part of a Design Chapter, which typically has a Chapter Lead or Manager responsible for community development and skill progression.

Operations Impact: The role's impact is centered on enhancing the digital customer experience, which directly influences customer acquisition, retention, satisfaction, and ultimately, revenue. By improving online journeys and providing actionable insights, this role contributes to the operational efficiency and effectiveness of DFDS's digital channels.

Growth Opportunities:

• Skill Specialization: Deepen expertise in specific service design methods, user research techniques, or data analysis for design.

• Leadership Development: Progress to a Senior Service Designer role, taking on more complex projects and potentially mentoring junior designers.

• Cross-Functional Expertise: Gain broader understanding of product management, data science, and agile development processes within T&I.

• Community Leadership: Potentially take on responsibilities within the Design Chapter, such as organizing workshops or leading knowledge-sharing sessions.

📝 Enhancement Note: The combination of a dedicated Design Chapter and mentorship from a senior designer provides a structured path for skill development and career progression within the service design discipline, aligning with typical growth trajectories for operations-focused roles in tech.

🌐 Work Environment

Office Type: The role is based at DFDS's headquarters in Copenhagen, Denmark, which features a modern workplace environment. This includes various work zones, a game room, fitness facilities, a cantina, a café, and a rooftop terrace.

Office Location(s): The office is located at Marmorvej 18, 2100 København, Denmark, described as being "just 5 minutes from the nearest train and metro station," indicating excellent public transport accessibility for commuting operations professionals.

Workspace Context:

• The modern workplace design likely supports both focused individual work and collaborative team activities, essential for service design processes.

• Access to amenities like a game room, fitness facilities, and a café fosters a positive and engaging work environment, contributing to team morale and well-being.

• The presence of a rooftop terrace offers a unique space for informal meetings, breaks, and events, promoting a relaxed yet professional atmosphere.

Work Schedule: The position is full-time, likely adhering to standard Danish working hours (approx. 37-40 hours per week). The on-site nature of the role suggests a need for consistent presence, but agile methodologies often allow for some flexibility in daily scheduling to facilitate team collaboration and task completion.

📝 Enhancement Note: The emphasis on a modern, amenity-rich workplace suggests a company that invests in employee experience, which is often linked to productivity and retention in operations roles. The convenient location is a key factor for daily work-life balance.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your application, CV, and portfolio to assess suitability for the role and experience level.

• First Interview: Likely a conversation with a hiring manager or senior designer to discuss your background, motivations, and initial understanding of service design principles.

• Portfolio Presentation/Workshop: A session where you present selected case studies from your portfolio, demonstrating your process, problem-solving approach, and impact. This may include a practical exercise or a collaborative workshop scenario.

• Cross-functional Team/Stakeholder Interview: An opportunity to meet potential colleagues and stakeholders from other departments to assess cultural fit, collaboration style, and ability to communicate design concepts to non-designers.

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

Portfolio Review Tips:

• Structure is Key: Organize your portfolio logically, ideally with 2-3 in-depth case studies. For each, clearly outline the problem, your process, your specific contributions, the tools/methods used, and the outcomes/impact.

• Show, Don't Just Tell: Use visuals effectively – journey maps, service blueprints, wireframes, research summaries, prototypes. Explain your design decisions and the rationale behind them.

• Quantify Impact: Whenever possible, present metrics that demonstrate the success of your designs (e.g., increased user satisfaction, improved task completion rates, reduced support queries). If quantitative data is unavailable, articulate the qualitative impact and learning.

• Highlight Collaboration: Showcase how you involved stakeholders and cross-functional teams in your process. Emphasize your ability to build alignment and co-create solutions.

• Tailor to DFDS: If possible, subtly weave in how your skills and experience align with DFDS's industry (shipping, logistics) and their stated goals (digital transformation, customer experience).

Challenge Preparation:

• Be prepared for a potential practical exercise that simulates a real-world design challenge. This could involve analyzing a user problem, ideating solutions, or mapping out a service flow.

• Practice articulating your thought process clearly and concisely, especially when explaining complex design decisions or research findings.

• Anticipate questions about your experience with Agile methodologies, stakeholder management, and how you balance user needs with business objectives.

📝 Enhancement Note: The emphasis on a portfolio presentation and potential practical exercises indicates a strong focus on assessing practical skills and the ability to articulate design thinking and impact. This is common for mid-level operations and design roles where demonstrable execution is critical.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & UX Tools: Tools for journey mapping, service blueprinting, wireframing, and prototyping. While Figma is preferred and a plus, proficiency in other industry-standard tools like Sketch, Adobe XD, Miro, or Mural would be valuable.

• User Research Platforms: Tools for survey design (e.g., SurveyMonkey, Typeform), user interview platforms (e.g., Zoom, Teams), and potentially specialized user research repositories.

• Data Analysis Tools: Familiarity with tools for quantitative data analysis is required, which could include Excel, Google Sheets, or more advanced analytics platforms depending on the team's stack.

Analytics & Reporting:

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

• Data Visualization Tools: Exposure to tools for presenting data insights, such as Tableau, Power BI, or built-in dashboards within analytics platforms.

CRM & Automation:

• CRM Systems: While not explicitly mentioned, understanding how service design impacts CRM data and customer journeys is beneficial.

• Workflow Automation: Experience with or understanding of how service design can inform automated processes within digital products.

📝 Enhancement Note: The mention of Figma as a "plus, but not a requirement" suggests that the team is open to candidates with strong transferable skills in other design tools, but a foundational understanding of wireframing and prototyping is expected. The emphasis on quantitative data analysis and insight capabilities points towards a data-informed design approach.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and advocating for user needs throughout the design and development process.

• Curiosity & Structure: A balanced approach that combines a curious exploration of user problems with a structured, methodical application of design principles and research.

• Collaboration & Inclusivity: Valuing diverse perspectives, open communication, and teamwork to co-create solutions and foster a supportive environment.

• Business Acumen: A drive to understand the business context and align user-centered solutions with business goals for mutual success.

• Continuous Improvement: A dedication to refining processes, learning from outcomes, and seeking opportunities for efficiency and effectiveness.

Collaboration Style:

• Cross-functional Integration: Actively working with product managers, engineers, data analysts, and other stakeholders to ensure a holistic approach to product and service development.

• Co-creation: Facilitating workshops and collaborative sessions to involve team members and stakeholders in the design process, building shared ownership.

• Open Feedback: Encouraging a culture where constructive feedback is regularly exchanged to improve designs and processes.

• Knowledge Sharing: Actively participating in the Design Chapter to share learnings, best practices, and insights with peers.

📝 Enhancement Note: The values emphasize a blend of user advocacy, methodological rigor, and collaborative teamwork, which are critical for operations professionals who often act as liaisons between different departments. The "Agile mindset" further reinforces a dynamic and iterative approach to problem-solving.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing User Needs and Business Goals: Navigating the inherent tension between delivering optimal user experiences and meeting strict business objectives, requiring strong negotiation and communication skills.

• Integrating Design into Agile Workflows: Ensuring service design thinking is effectively incorporated into fast-paced agile sprints and development cycles.

• Data Interpretation Complexity: Translating complex quantitative data into clear, actionable design insights and communicating these effectively to diverse stakeholders.

• Cross-Departmental Alignment: Gaining buy-in and maintaining alignment across various departments with potentially different priorities and perspectives.

Learning & Development Opportunities:

• Mentorship: Direct guidance and support from a more senior service designer to refine craft and navigate complex projects.

• Design Chapter Engagement: Access to a community of practice for continuous learning, skill-sharing, and exposure to diverse design challenges and solutions.

• Agile Methodologies: Deepening understanding and practical application of Scrum and Kanban frameworks within a real-world tech environment.

• Exposure to T&I Focus: Gaining insights into the intersection of data, technology, and human behavior, and how it drives business outcomes within DFDS.

📝 Enhancement Note: The challenges highlight common operational hurdles in bridging user experience with business demands and technical constraints. The growth opportunities emphasize structured learning through mentorship and community, typical for roles aimed at developing operational expertise.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to balance conflicting user needs with strong business requirements. How did you approach it, and what was the outcome?" (Preparation: Prepare a STAR method example focusing on negotiation, compromise, and data-driven decision-making.)

• "How do you approach user research when you have limited time or resources? Can you walk us through a relevant experience?" (Preparation: Highlight your ability to be resourceful, prioritize research methods, and extract maximum value from constraints.)

• "Imagine you need to design a new feature for our ferry booking system. What would be your first steps, and how would you involve stakeholders and users?" (Preparation: Outline your initial research, ideation, and validation process, emphasizing collaboration and iterative design.) Company & Culture Questions:

• "Why are you interested in DFDS and this specific role in our Technology & Innovation division?" (Preparation: Research DFDS's mission, recent digital initiatives, and articulate how your skills align with their goals and the T&I focus.)

• "How do you contribute to a positive and inclusive team culture?" (Preparation: Reflect on your experiences with collaboration, feedback, and supporting diverse perspectives, aligning with DFDS's stated values.)

• "How do you stay updated on the latest trends in service design and user experience?" (Preparation: Be ready to discuss industry publications, conferences, online communities, or courses you engage with.) Portfolio Presentation Strategy:

• Narrative Flow: Structure your portfolio presentation as a story. Start with the problem, introduce your approach, detail your actions and decisions, and conclude with the impact and learnings.

• Focus on Process: While outcomes are important, clearly articulate how you arrived at those outcomes. Explain your research methodology, design iterations, and stakeholder engagement at each stage.

• Be Ready for Deep Dives: Anticipate detailed questions about specific artifacts, research findings, or design choices. Be prepared to justify your decisions with logic and evidence.

• Engage Your Audience: Make it a conversation, not a monologue. Ask clarifying questions and be open to feedback during the presentation.

📝 Enhancement Note: Interview questions are geared towards assessing practical application of service design principles, problem-solving skills, and cultural fit within an agile, data-informed, and collaborative environment. Portfolio presentation is key to demonstrating these abilities.

📌 Application Steps

To apply for this Service Designer position:

• Submit your application through the provided link on the DFDS Denmark Team Tailor careers portal.

• Tailor Your Resume: Highlight keywords from the job description such as "Service Design," "User Research," "Agile," "Journey Mapping," and "Quantitative Data Analysis." Quantify your achievements with specific examples and metrics where possible.

• Curate Your Portfolio: Select 2-3 of your strongest service design case studies that best demonstrate your process, problem-solving abilities, and impact. Ensure clear articulation of your role and the outcomes achieved.

• Prepare Your Narrative: Practice explaining your portfolio projects, focusing on your thought process, collaboration with stakeholders, and how your work aligns with business objectives. Be ready to discuss your experience with Agile methodologies.

• Research DFDS: Familiarize yourself with DFDS's services, digital presence, and their stated commitment to innovation and customer experience. Understand their industry context to better articulate your value proposition.

⚠️ 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.