Service Designer

Nordic Investin Group Aktiebolag; Malmö; On-site; SEK 550,000 - 700,000; Full time

Job summary

Nordic Investin Group Aktiebolag is seeking a Senior Service Designer to shape service experiences across digital channels and frontline operations. You will map journeys, uncover friction, and guide multiple teams through discovery, design, and delivery while maintaining a clear focus on outcomes.

The role emphasizes senior-level judgment, the ability to communicate risk, and practical decision-making to move work forward.

Qualifications

• Strong service design or customer experience design experience.
• Excellent journey mapping and facilitation skills.
• Ability to work across digital and operational touchpoints.
• Experience translating insight into implementable service changes.
• Confidence with senior and frontline stakeholders.
• Professional English and clear visual communication.

Responsibilities

• Map current journeys, backstage processes and service dependencies.
• Conduct research with customers and frontline employees.
• Facilitate cross functional service design workshops.
• Prototype future service concepts and operating practices.
• Define measures for customer and operational outcomes.
• Support implementation so the design survives organisational handovers.

Skills

Service design

Customer experience

Journey mapping

Facilitation

Cross-functional collaboration

Stakeholder management

English communication

Visual communication

Job description

Nordic Investin is recruiting a Service Designer on behalf of one of our partner companies. You see the full service: customer steps, employee work, policies, data and the handovers where good intentions often disappear.

The partner is redesigning services that span digital channels and operational teams. You will make the complete journey visible, identify structural friction and help several functions agree on changes that improve both user outcomes and operational delivery.

Design is embedded in product and service decisions rather than added after scope is fixed. The team expects evidence, accessibility and implementation constraints to be considered from the beginning and revisited after release.

How you will work

You will join a multidisciplinary team and move between discovery, design, delivery and learning after launch. The partner expects assumptions to be made visible, prototypes to answer real questions and design decisions to remain understandable when they reach engineering and operations.

As a senior colleague, you will own substantial outcomes and help others make stronger decisions. You are expected to recognise risk early, communicate it without drama and move work forward with practical alternatives. Seniority here means broader judgement and follow through, not distance from delivery.

What you will do

• Map current journeys, backstage processes and service dependencies.


• Conduct research with customers and frontline employees.


• Facilitate cross functional service design workshops.


• Prototype future service concepts and operating practices.


• Define measures for customer and operational outcomes.


• Support implementation so the design survives organisational handovers.

What you will bring

• Strong service design or customer experience design experience.


• Excellent journey mapping and facilitation skills.


• Ability to work across digital and operational touchpoints.


• Experience translating insight into implementable service changes.


• Confidence with senior and frontline stakeholders.


• Professional English and clear visual communication.

Experience that would add value

• Public services, healthcare, finance or complex business services.


• Process improvement or operating model experience.


• Change management and service implementation.

A background that can succeed here

You may come from design, customer experience, operations improvement or consulting. What matters is your ability to connect human needs with process reality and prevent the project from solving one touchpoint while moving the problem somewhere else.

What makes the opportunity interesting

The role offers broad influence across a service rather than a narrow interface. You will help the partner make difficult tradeoffs visible and create experiences that work for both customers and the people delivering them.

The exact partner, employment model, compensation, start date and working arrangement will be explained openly during the process. Nordic Investin will make sure you understand the context, expectations and decision path before you are asked to commit significant time.

The recruitment conversation

During the process, Nordic Investin will focus on concrete decisions you have made: the context you received, the alternatives you considered, the result you observed and what you would change today. You do not need every optional credential if your core experience transfers and you can explain how you would close the gap.