Service Designer Senior Expert - Engage Studios

📍 Job Overview

Job Title: Service Designer Senior Expert - Engage Studios

Company: Berge Group

Location: Gothenburg, Sweden (West Coast Sweden)

Job Type: FULL_TIME

Category: Service Design / Experience Design

Date Posted: 2026-08-31

Experience Level: Senior Expert (10+ years)

Remote Status: On-site

🚀 Role Summary

• Lead end-to-end service design initiatives within complex B2B digital service ecosystems.

• Drive customer and user journey mapping and optimization, translating insights into actionable improvements.

• Develop comprehensive service blueprints that connect customer experiences with underlying processes, systems, and business capabilities.

• Collaborate extensively with UX designers, product teams, digital teams, aftermarket, dealers, and commercial stakeholders to ensure alignment and successful implementation.

• Connect design improvements to tangible business outcomes such as productivity, uptime, adoption, customer value, and revenue generation.

📝 Enhancement Note: This role is explicitly defined as a hands-on design position, distinct from Service Owner or Product Owner roles, emphasizing deep expertise in service design methodologies and execution. The "Senior Expert" title and the 12+ years of experience baseline suggest a need for significant strategic input and independent leadership.

📈 Primary Responsibilities

• Lead service design initiatives across complex digital services, from discovery to implementation support.

• Map, analyze, and improve end-to-end customer and user journeys within B2B service ecosystems.

• Translate qualitative and quantitative research findings and insights into clear concepts, strategic priorities, and impactful service improvements.

• Create detailed service blueprints that clearly articulate the connections between customer experiences, internal processes, technology systems, and business capabilities.

• Partner closely with UX designers, product managers, engineering teams, aftermarket specialists, and commercial stakeholders to ensure holistic and integrated solutions.

• Facilitate engaging workshops with diverse groups of stakeholders to foster alignment, generate ideas, and drive decision-making.

• Quantify and articulate the impact of design improvements on key business outcomes such as user productivity, service uptime, product adoption rates, overall customer value, and revenue growth.

• Drive design initiatives independently, ensuring that design work translates into concrete actions and measurable results.

📝 Enhancement Note: The responsibilities highlight a strong focus on execution and tangible outcomes, requiring the candidate to not only design but also to ensure their designs are implemented and demonstrably improve key performance indicators relevant to B2B service operations.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's or Master's degree in Design, Human-Computer Interaction (HCI), User Experience, Industrial Design, Business, or a related field is typically expected for a Senior Expert role.

Experience: A minimum of 10-12+ years of relevant experience in service design, experience design, CX design, or a closely related discipline, with a proven track record of leading complex design initiatives.

Required Skills:

• Extensive hands-on experience as a Service Designer or Experience Designer at a senior or expert level.

• Proven ability to conduct user research, synthesize findings, and translate them into actionable design strategies and concepts.

• Mastery in creating and utilizing customer journey maps and service blueprints to visualize and optimize complex service interactions.

• Strong systems thinking capabilities, with the ability to connect user needs, digital products, business objectives, technological constraints, and operational realities.

• Demonstrated experience in navigating complex organizational structures and effectively aligning diverse stakeholder groups.

• Proven ability to balance customer-centric needs with commercial viability and operational feasibility.

• T-shaped designer profile: deep expertise in experience design, complemented by strong capabilities in service design and business design.

• Excellent facilitation skills for workshops, ideation sessions, and stakeholder alignment meetings.

• Ability to independently drive initiatives and ensure design work leads to concrete actions and measurable impact. Preferred Skills:

• Experience within B2B environments, particularly with industrial products, SaaS platforms, connected services, IoT, telematics, fleet management, or dealer ecosystems.

• Familiarity with global digital product development and deployment.

• Experience in driving productivity, uptime, and adoption metrics within complex service offerings.

• Proficiency in design strategy and connecting design efforts to business outcomes.

📝 Enhancement Note: The "T-shaped designer" requirement is critical, indicating a need for deep specialization in experience design but also broad understanding and application of service and business design principles. The emphasis on B2B and specific industry experience suggests a preference for candidates who can quickly understand complex business contexts.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A mandatory, high-quality design portfolio showcasing personal contributions, design processes, and tangible outcomes. Applications without a portfolio will not be considered.

• The portfolio must clearly demonstrate your own design contributions, not just team efforts.

• Showcase your end-to-end design process, including research methodologies, insights generation, journey mapping or service blueprint creation, concept development, prototyping (if applicable), and collaborative efforts.

• Explicitly detail the impact and results of your design work, using metrics and case studies where possible, to demonstrate ROI, productivity gains, or other business improvements. Process Documentation:

• Evidence of structured approach to mapping complex service ecosystems and user flows.

• Examples of how you've documented and optimized underlying operational processes and system interactions that support the customer experience.

• Case studies demonstrating the iterative nature of your design process, including how feedback was incorporated to refine solutions.

• Documentation of how you've connected design improvements to measurable business outcomes and communicated these results to stakeholders.

📝 Enhancement Note: The portfolio requirement is paramount for this role. Candidates must be prepared to articulate their design thinking, process, and impact with concrete examples, especially in the context of complex B2B service ecosystems. The ability to demonstrate how design directly influences operational efficiency and business results will be key.

💵 Compensation & Benefits

Salary Range: Based on the "Senior Expert" title, 12+ years of experience, and the location (Gothenburg, Sweden), a competitive salary range for a Service Designer Senior Expert would typically fall between SEK 700,000 - 1,000,000+ annually. This estimate is based on industry benchmarks for senior design roles in Sweden, considering the specialized nature of service design in complex B2B environments.

Benefits:

• Long-term, full-time employment with a stable client.

• Opportunity to work on impactful digital services for leading global and Swedish companies.

• Exposure to cutting-edge technology development and innovation.

• Collaborative work environment with smart and dedicated colleagues.

• Opportunities for professional growth and realizing personal and professional dreams.

• Potential for international project exposure (as indicated by client list).

• While specific benefits like health insurance, pension, and paid time off are standard in Sweden, they are not detailed in the job description.

Working Hours: The position is full-time, with an expected 40-hour work week. The on-site nature in Sweden implies adherence to local labor laws regarding working hours and breaks.

📝 Enhancement Note: Salary estimates are based on general knowledge of the Swedish labor market for highly specialized senior roles in tech/design and the provided experience level. Actual compensation will depend on the specific client engagement, negotiation, and the candidate's precise qualifications. Swedish employment law mandates comprehensive benefits, which are expected to be provided.

🎯 Team & Company Context

🏢 Company Culture

Industry: The Engage Studios (Berge Group) operates across a broad spectrum of industries, with a strong focus on manufacturing and developing companies. They have a history of working with major Swedish industrial giants like Volvo, IKEA, H&M, Electrolux, and innovative startups. Their work spans both traditional industry and Silicon Valley tech, indicating a versatile and adaptable approach. The client is in the "traditional Swedish industry" sector, focusing on digital services and experience design.

Company Size: Berge Group appears to be a medium-sized organization, likely employing between 50-250 individuals based on typical agency/consultancy structures and the "Engage Studios" branding suggesting a specialized unit.

Founded: Engage Studios was founded in 2009. This provides a decade+ of experience and established client relationships.

Team Structure:

• The role is part of an "Experience Design team" at the client site.

• This team works closely with UX designers, product teams, digital teams, aftermarket, dealers, and commercial stakeholders, indicating a highly collaborative and cross-functional environment.

• The Senior Expert will lead service design initiatives, suggesting a degree of autonomy and leadership within their specific projects. Methodology:

• Data Analysis and Insights: Emphasis on translating research and insights into actionable concepts and improvements. A human-centered design approach is core.

• Workflow Planning and Optimization: Central to the role is mapping and improving end-to-end customer and user journeys and creating service blueprints that connect experiences with processes and systems.

• Automation and Efficiency Practices: While not explicitly stated as a focus for the designer, the goal of improving "productivity" and "uptime" implies an indirect focus on how design can enable more efficient operational processes and digital service delivery.

Company Website: https://career.berge.io (Berge Group careers portal), https://www.bergegroup.com/ (Berge Group main site)

📝 Enhancement Note: The description suggests a culture that values innovation, execution ("execution is the success factor"), and making a tangible difference. The emphasis on questioning, rolling up sleeves, and collaboration points to a hands-on, results-oriented team.

📈 Career & Growth Analysis

Operations Career Level: This is a "Senior Expert" level position, indicating a high degree of autonomy, strategic influence, and responsibility. It's a role for seasoned professionals who can lead complex initiatives, mentor others implicitly, and make significant design decisions with minimal oversight. The role is focused on the design aspect of services, not managerial or broad business strategy.

Reporting Structure: The Service Designer will be part of an "Experience Design team" and work closely with various departments (UX, product, digital, aftermarket, dealers, commercial). While direct reporting lines are not specified, the role implies reporting to a Design Lead or Head of Experience Design within the client's organization, with strong dotted-line collaboration across product and business units.

Operations Impact: The role directly impacts operational efficiency and customer value by designing and improving digital services. The success of this role is measured by improvements in user productivity, service uptime, adoption rates, and ultimately, customer value and revenue. This is a direct link to the operational success of the client's B2B service ecosystem.

Growth Opportunities:

• Operations Skill Advancement: Opportunity to deepen expertise in complex B2B service design, connected services, and IoT ecosystems.

• Leadership Development: Potential to informally mentor other designers and lead significant design streams, building a reputation as a go-to expert in service design.

• Cross-Functional Expertise: Exposure to a wide range of business functions (product, technology, aftermarket, commercial) within a large industrial client, broadening understanding of complex business operations.

• Client Impact: The opportunity to drive significant, measurable improvements for a major client's digital services provides substantial career impact and visibility.

📝 Enhancement Note: This role is positioned as a senior individual contributor role with significant influence, rather than a management track. Growth opportunities are centered on deepening design expertise and strategic impact within complex operational environments.

🌐 Work Environment

Office Type: The role is based on the "west coast of Sweden" at a client's site. This implies a professional, corporate office environment typical of a large manufacturing or industrial company. The role is part of an "Experience Design team" within this client's organization.

Office Location(s): Gothenburg, Sweden. Specific details about the office's amenities or accessibility are not provided, but Gothenburg is a major city with good public transportation.

Workspace Context:

• Collaborative Environment: The role requires close collaboration with UX designers, product teams, digital teams, and commercial stakeholders, suggesting an open or hybrid workspace designed for team interaction.

• Operations Tools and Technology: While specific tools are not listed here, the nature of digital service design and B2B ecosystems implies access to standard design software, collaboration platforms, and potentially specialized tools for journey mapping and service blueprinting.

• Team Interaction: Frequent interaction with internal teams and potentially external stakeholders (dealers, customers) through workshops and alignment sessions.

Work Schedule: Full-time, on-site employment. While the core hours are standard, the emphasis on driving initiatives and delivering results might necessitate flexibility from time to time, though this is not explicitly stated. Adherence to Swedish labor laws regarding working hours and breaks is expected.

📝 Enhancement Note: The "on-site" requirement is a key factor. Candidates must be willing and able to work from the client's location in Gothenburg, Sweden, full-time. The environment is described as collaborative, suggesting a dynamic team setting.

📄 Application & Portfolio Review Process

Interview Process: While not detailed, a typical process for a Senior Expert role would likely include:

• Initial Screening: Review of resume and mandatory portfolio.

• Portfolio Presentation & Discussion: A dedicated session where the candidate presents key case studies from their portfolio, discussing their process, contributions, and the impact of their work. This is where the "T-shaped" expertise and systems thinking will be scrutinized.

• Skills-Based Interviews: Discussions focusing on specific service design methodologies, stakeholder management, workshop facilitation, and problem-solving scenarios relevant to complex B2B service ecosystems.

• Team/Stakeholder Interviews: Meetings with potential collaborators (UX, product, business) to assess cultural fit, communication style, and ability to integrate into existing teams.

• Final Round: Potentially with senior leadership to discuss strategic alignment and long-term vision.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 of your most impactful projects that best showcase your senior-expert capabilities in service design for complex B2B environments.

• Showcase Your Process: Clearly articulate your design thinking, from problem definition and research to ideation, prototyping, and implementation. Use visual aids like journey maps and service blueprints.

• Quantify Impact: For each project, present concrete results. Use metrics (e.g., % increase in uptime, % reduction in support tickets, % improvement in adoption rates, customer satisfaction scores) and articulate the business value delivered.

• Highlight Your Contribution: Clearly distinguish your individual contributions from team efforts, especially in larger projects.

• Tell a Story: Structure your presentations to tell a compelling narrative about the challenge, your approach, and the successful outcome.

• Be Prepared for Deep Dives: Expect detailed questions about your decision-making process, how you handled ambiguity, and how you navigated organizational complexities.

Challenge Preparation:

• Scenario-Based Questions: Be ready to discuss how you would approach common service design challenges in B2B contexts (e.g., improving dealer experience, designing for IoT data services, optimizing post-sale support).

• Methodology Questions: Prepare to explain your preferred methods for research, mapping, ideation, and validation in complex, multi-stakeholder environments.

• Stakeholder Management: Practice articulating how you build consensus and influence stakeholders with varying priorities.

📝 Enhancement Note: The portfolio review is critical. Candidates should prepare a presentation that not only shows their design skills but also their strategic thinking, ability to influence, and capacity to deliver measurable business results in a complex B2B context.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & UX Tools: Likely proficiency in tools for journey mapping, service blueprinting, wireframing, prototyping, and user flow diagramming. Examples include Miro, Mural, Figma, Adobe XD, Sketch, Lucidchart, Smaply, or similar.

• Collaboration Platforms: Tools for remote and in-person collaboration, such as Slack, Microsoft Teams, Jira, Confluence.

• Presentation Software: PowerPoint, Google Slides, Keynote for presenting findings and concepts.

Analytics & Reporting:

• While not a primary analytical role, understanding how to interpret data from analytics platforms (e.g., Google Analytics, Adobe Analytics, Pendo) and customer feedback tools to inform design decisions is crucial.

• Ability to work with reports and dashboards to understand user behavior and service performance. CRM & Automation:

• Familiarity with CRM systems (e.g., Salesforce, Dynamics 365) and marketing/service automation platforms can be beneficial for understanding the operational context of digital services, though direct hands-on use might not be required for the designer.

• Understanding how service design integrates with customer data and automated workflows.

📝 Enhancement Note: While specific tools aren't listed, the role demands a broad understanding of the digital product development lifecycle and the tools used within it. Proficiency in collaboration and visualization tools is essential. Candidates should be prepared to discuss their experience with any of these common tools.

👥 Team Culture & Values

Operations Values:

• Human-Centered Design: A core value driving all design decisions, focusing on understanding and meeting user needs.

• Impact & Execution: A strong emphasis on making a tangible difference through design and ensuring that ideas are executed effectively to achieve desired outcomes.

• Collaboration & Partnership: Valuing close teamwork with cross-functional partners to create integrated and holistic solutions.

• Innovation & Continuous Learning: Staying at the forefront of technology and design trends, sharing knowledge, and constantly seeking to improve.

• Problem-Solving: A culture that embraces complex challenges, rolls up sleeves, and actively seeks solutions.

Collaboration Style:

• Cross-functional Integration: The role is embedded within a team that works closely with UX, product, digital, and business units, requiring a highly integrated and communicative style.

• Workshop-Driven: Facilitating workshops is a key part of the role, indicating a culture that values collaborative problem-solving and idea generation.

• Feedback Exchange: Openness to giving and receiving constructive feedback to refine designs and processes.

• Knowledge Sharing: A culture of developing and sharing knowledge to foster collective improvement within the team and organization.

📝 Enhancement Note: The culture appears to be dynamic, collaborative, and focused on delivering real-world impact. Candidates who are proactive, team-oriented, and driven by results will likely thrive here.

⚡ Challenges & Growth Opportunities

Challenges:

• Complexity of B2B Service Ecosystems: Navigating intricate relationships between manufacturers, dealers, end-users, and various digital/physical touchpoints.

• Ambiguity: Working in an environment where clear direction may not always exist, requiring the designer to create structure and define the path forward.

• Stakeholder Alignment: Gaining consensus among diverse stakeholders with potentially conflicting priorities and perspectives.

• Translating Insights to Action: Ensuring that research and design concepts are effectively translated into implementable solutions that deliver measurable results.

• Balancing Needs: Articulating design solutions that satisfy customer needs while also meeting commercial objectives and operational constraints.

Learning & Development Opportunities:

• Deepen B2B Service Design Expertise: Gain unparalleled experience in designing for industrial, connected, and SaaS-based B2B services.

• Mastering Complex Systems: Develop advanced skills in systems thinking and service blueprinting for large-scale, intricate operational environments.

• Cross-Functional Acumen: Enhance understanding of product management, technology development, and commercial strategies within a leading industrial company.

• Leadership & Influence: Grow capabilities in leading design initiatives, facilitating complex workshops, and influencing strategic decisions through design advocacy.

• Industry Exposure: Work with world-renowned brands and potentially gain exposure to international markets and diverse client needs.

📝 Enhancement Note: This role offers significant opportunities for growth by tackling complex, real-world challenges that push the boundaries of service design in industrial B2B contexts.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led a complex service design initiative from conception to implementation. What was your specific role, what methodologies did you employ, and what were the measurable outcomes?" (Focus on your process, impact, and leadership)

• "How do you approach mapping and improving customer journeys within a B2B service ecosystem involving multiple stakeholders like dealers and end-users?" (Highlight your systems thinking and stakeholder management)

• "Imagine our client wants to improve the uptime of their industrial machinery through digital services. How would you, as a Senior Service Designer, contribute to this goal?" (Prepare a mini-case study or framework, linking design to operational metrics like productivity and uptime)

• "Describe a situation where you had to align multiple stakeholders with conflicting priorities on a design solution. How did you achieve consensus?" (Focus on facilitation, communication, and negotiation skills) Company & Culture Questions:

• "What interests you about Berge Group and Engage Studios, and specifically this role within a client in the traditional Swedish industry?" (Research Berge Group's mission, values, and client list; connect your passion to their work)

• "How do you see your T-shaped design skills contributing to our Experience Design team and the client's broader objectives?" (Articulate your unique blend of UX, service, and business design)

• "How do you stay updated on the latest trends in service design, digital services, and B2B ecosystems?" (Show your commitment to continuous learning) Portfolio Presentation Strategy:

• Structure is Key: Begin with a brief overview of your career and highlight the 2-3 projects you'll present.

• Problem-Solution-Outcome: For each project, clearly state the problem, your design approach (methodologies, tools, your specific role), the solution you co-created, and the quantifiable results/impact.

• Visual Storytelling: Use visuals (journeys, blueprints, wireframes, prototypes) to illustrate your process and findings.

• Focus on Impact: Emphasize how your design work contributed to business objectives like productivity, uptime, customer satisfaction, or revenue.

• Be Ready for Questions: Anticipate detailed questions about your decisions, challenges faced, and how you measured success.

📝 Enhancement Note: Interview preparation should heavily focus on demonstrating expertise through past work (portfolio) and articulating how your design thinking directly addresses business and operational challenges.

📌 Application Steps

To apply for this operations-adjacent design position:

• Submit your application and mandatory portfolio through the provided link on the Berge Group careers portal.

• Portfolio Customization: Ensure your portfolio is tailored to showcase your experience in service design for complex B2B environments, highlighting journey mapping, service blueprints, and measurable impact.

• Resume Optimization: Update your resume to emphasize your senior-expert experience, leadership in design initiatives, systems thinking, and cross-functional collaboration, using keywords from the job description.

• Interview Preparation: Practice presenting your portfolio case studies, focusing on articulating your design process, individual contributions, and the business outcomes achieved. Prepare to answer scenario-based questions related to B2B service design challenges.

• Company Research: Understand Berge Group's mission, Engage Studios' approach, and the general context of traditional Swedish industry to articulate your fit and enthusiasm for the role.

⚠️ 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.