Service Designer

Service Design Magazine; København; Hybrid; DKK 480,000 - 600,000; Full time

Job summary

DFDS is seeking a Service Designer to understand customer behavior online, build data foundations, automation, and insight capabilities, and collaborate with cross-functional teams. You will be grounded in research and guided by a senior designer, contributing to chapters within the design community.

You will work across product teams, with stakeholders from various parts of the organization, applying structured methods and generating end-to-end service improvements.

Qualifications

• Around 2–3 years of experience in service design or a related field.
• Strong toolkit of methods for user-centered research, problem solving, and service development.
• Knowledge of agile mindset; experience in agile setup or interest in Scrum/Kanban.

Responsibilities

• Plan and run user research independently, including recruitment, survey design, and data analysis, translating findings into service design decisions.
• Apply core service design methods such as journey maps, stakeholder maps, and service blueprints.
• Communicate service flows and ideas using preferred tools; create clear documentation and templates.
• Co-create solutions with stakeholders and build alignment across teams.
• Contribute to documentation and templates, applying established patterns for consistency.
• Think in end-to-end journeys and connect work to broader touchpoints across the customer journey.

Skills

User research

Service design

Journey mapping

Stakeholder mapping

Service blueprints

Figma

Tools

Figma

Job description

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.