Service Designer

DFDS; Københavns Kommune; On-site; DKK 420,000 - 540,000; Full time

Job summary

DFDS is seeking a Service Designer to shape end-to-end Ferry Freight Operations by connecting vessels, terminals, and digital solutions into a coherent flow. You will collaborate with cross-functional teams across Europe and Türkiye, translate insights into measurable performance gains, and contribute to a growing design chapter of 12 designers.

You will work in Technology & Innovation, with opportunities to mentor and grow in a global, on-site role at our Copenhagen HQ.

Qualifications

• 2–3 years of service design experience with user-centered research, problem-solving, and service development methods.
• Exposure to end-to-end service design, customer journey mapping, and systems thinking.

Responsibilities

• Map and improve end-to-end operational flows across gates, terminals, vessels, and network journeys.
• Collaborate with Product Owners, Designers, and Operations to ensure cohesive services.
• Translate improvements into measurable operational performance gains.
• Support documentation and templates to maintain consistency.

Skills

Service design

Journey maps

Stakeholder maps

Ecosystem maps

Service blueprints

Cross-functional collaboration

Analytical thinking

AI tools

Travel on-site

Tools

AI-powered tools

Job description

Are you a service designer with a curious and open mind who wants to dig into complex end‑to‑end operational services, contributing to shape how DFDS delivers seamless journeys by helping connect vessels, terminals and digital solutions into one coherent flow and grow your craft?

We’re looking for a service designer who has an appetite for turning complex operations into clear opportunities for improvement and support collaboration across teams and geographies.

Be part of the movement – and play your part in a seamless, end-to-end Ferry Freight Operations

About The Role

As a Service Designer in Technology & Innovation Ferry Freight Operations, you’ll contribute to shaping our end‑to‑end operational flow and ensuring our digital and operational services work as one. You’ll be supported and mentored as you find your feet, with plenty of room to grow into the role.

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.

You Will

• Explore end‑to‑end operations— help map and improve end-to-end operational flows, from gate-in and terminal operations to vessel operations, gate‑out, and the broader network journeys connecting them.
• Connect technology, operations, and people — work with stakeholders across the Technology & Innovation division, vessels, and terminals in Europe and Türkiye to ensure processes, systems, and product capabilities come together as coherent and efficient services.
• Collaborate across disciplines— Partner with Product Owners, Product & Service Designers, Digital Transformation Consultants, and Operational stakeholders to support change.
• Support measurable outcomes— Help translate improvements across products, processes, and ways of working into measurable operational performance gains.

Some of the challenges you will contribute to exploring will be to:

• Think in end-to-end journeys and recognise how your work connects to broader touchpoints e.g. analyse processes across terminal, vessel and the interactions between teams, systems, and operational domains.
• Apply core service design methods such as journey maps, stakeholder maps, ecosystem maps and service blueprints.
• Involve stakeholders and team members throughout your work, co‑creating solutions and building alignment.
• Contribute to documentation and templates, applying established patterns for consistency.
• Work independently in our preferred tools to communicate service flows and ideas.
• Help maintain alignment between product initiatives and the broader operational flow and service experience.
• Support collaboration across teams and locations, contributing systems thinking and a growing understanding of user behaviours and needs.
• Support Product Owners with insights into how product decisions affect end‑to‑end operational performance.
• Help highlight dependencies between vessels, terminals, and systems through mapping and clear communication.

About You

We think the strongest teams are built on diversity and inclusivity. Contrasting opinions, varied skills and strong characters bring out the best of us all.with this in mind we imagine you are 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.

Here’s What We Imagine You Bring

• A foundation in service design - 2–3 years of service design experience, with a solid toolkit of user‑centered research, problem‑solving, and service development methods. Exposure to end‑to‑end service design, customer journey mapping, and systems thinking, with a strong eagerness to deepen these skills.
• Analytical and structured mindset— beginning to spot patterns, ask good questions and make sense of complexity with support from experienced colleagues.
• Genuine curiosity for operational environments— energised by understanding how real‑world operations work across terminals, vessels, and supporting business processes.
• Comfort with AI‑powered tools— open to using AI to speed up research synthesis, analysis, mapping and everyday workflows.
• Willingness to go on‑site— Ready to visit terminals, vessels, and operational sites (approx. 25 travel days/year) to understand real‑world workflows and user needs.

Working at DFDS

Join the movement and grow with us.

We promote a great workplace with a diverse and vibrant community and a healthy work–life balance. Our newly built headquarters in Copenhagen is a modern workplace offering different work zones, fitness facilities, cantina and café, and a rooftop terrace with ocean views - all just five minutes from train and metro connections.

When you join us, you will become a part of Technology & Innovation (T&I), one of DFDS’ five divisions. Here you will get the opportunity to work with cutting‑edge design tools, user testing methodologies, and data‑driven decision‑making.

At DFDS, we want you to develop. We believe development happens primarily through meaningful work and responsibility, supported where relevant by targeted training and learning opportunities.

By 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.

We look forward to hearing from you