Service Designer

DFDS; København; On-site; DKK 600,000 - 700,000; Full time

Job summary

DFDS in Copenhagen is seeking a service designer to join a cross-functional team within the Technology & Innovation Division. You will work across product teams and with stakeholders to improve how users experience DFDS online, grounded in research and structured methods.

You will collaborate with a senior service designer to grow your craft and contribute to documentation, with an emphasis on end-to-end journeys and inclusive teamwork.

Qualifications

• Plan and run user research independently, including respondent recruitment, survey design, and quantitative data analysis.
• Apply core service design methods such as journey maps, stakeholder maps, and service blueprints.
• Work independently in our preferred tools to communicate service flows and ideas.
• Co-create solutions with stakeholders and build alignment throughout the project.
• Contribute to documentation and templates, applying established patterns for consistency.

Responsibilities

• Plan and run user research independently and translate findings into service design decisions.
• Apply journey maps, stakeholder maps, and service blueprints to improve DFDS online experiences.
• Communicate service flows and ideas using preferred tools.
• Collaborate with stakeholders and teammates to co-create solutions.
• Contribute to documentation and templates for consistency.
• Think in end-to-end journeys and connect work to broader touchpoints.

Skills

User research

Journey mapping

Service design

Stakeholder management

Agile mindset

Team collaboration

Tools

Figma

Job description

Are you a service designer who wants to dig into complex customer journeys and grow your craft alongside experienced practitioners? Do you bring structure and curiosity to your work, and find real motivation in the space where user needs and business goals meet? Then this role might be exactly what you are looking for.

We are looking for a service designer to join a cross-functional team in our Technology & Innovation Division. You will work across product teams and alongside stakeholders from different parts of the organisation, helping us understand and improve how our users and customers experience DFDS online.

About The Role

You will become part of a team that works to make sense of how customers behave online. We build the data foundation, automation, and insight capabilities that help DFDS understand its users and act on that understanding. In practice, that means we sit at the intersection of data, technology, and human behaviour.

You will work across product teams and with stakeholders from different parts of the organisation. Your work will be grounded in research and structured methods. You will work closely with a more senior service designer, who will guide the direction of the work and support your growth along the way.

Beyond your immediate team, you will also become part of one of two design chapters at DFDS, a close-knit professional community of 12 Product and Service Designers. The chapter is where we deep dive into our craft and where people challenge and learn from each other.

Exciting challenges and responsibilities you can expect in this role:

• Plan and run user research independently, including respondent recruitment, survey design, and quantitative data analysis, and translate your findings into service design decisions
• Apply core service design methods such as journey maps, stakeholder maps, and service blueprints
• Work independently in our preferred tools to communicate service flows and ideas
• Involve stakeholders and team members throughout your work, co-creating solutions and building alignment
• Contribute to documentation and templates, applying established patterns for consistency
• Think in end-to-end journeys and recognise how your work connects to broader touchpoints, including the earlier awareness and research phases of the customer journey

Wireframing proficiency, for example in Figma, is a plus, but not a requirement.

About You

We’re looking for someone who bring structure and method to your work without losing sight of the people you are designing for. You seek out expertise from others, communicate openly, and show genuine respect for your colleagues. You bring flexibility to team-based work and value diverse perspectives.

You have a genuine drive to understand the business context you work in, and you find the balance between user needs and business goals a natural and motivating challenge.

To be successful in the role we imagine you bring around 2 to 3 years of experience in service design or a related field and a strong toolkit of methods, frameworks, and approaches for user-centred research, problem-solving, and service development. How you have acquired these capabilities is less important than your ability to apply them effectively.

The Agile mindset is central to how we work. You should either have experience working in an agile setup or have a clear interest in the Scrum and Kanban methods and ways of working.

We think the strongest teams are built on diversity and inclusivity. Contrasting opinions, varied skills, and strong characters bring out the best in us all. And we cannot wait for you to join.

Working at DFDS

Join the movement and grow with us.

At our headquarters in Copenhagen, we enjoy a modern workplace with different work zones, our own game room, fitness facilities, cantina and café, and a rooftop terrace with a beautiful ocean view – all just 5 minutes from the nearest train and metro station.

When you join us, you will become part of Technology & Innovation (T&I), one of DFDS' five divisions. Here you will get the opportunity to work with hands-on service design practice in a team that takes both user needs and business outcomes seriously.

At DFDS, we believe that in being inclusive and embracing our differences, we get the best from everyone and an even greater result. We take great pride in empowering our people to make a real difference.

We hope you will join the movement and grow with us.