Service Design Expert

We are seeking experienced Service Design experts for a significant client project in the Helsinki metropolitan area. The experts will work in agile development teams for digital services and operational systems, in close collaboration with business units and the client organisation. Location: Helsinki metropolitan area Start date: During late 2026 Employment type: Full-time, 2–5-year project Work type: Staffing assignment Other: Possibility of partial remote work Job description In the project, you will have a broad opportunity to influence the organisation’s service portfolio, from individual digital services and processes to strategic-level customer-centric change and the development of the operating culture. Responsibilities Development work in teams: You will work as part of agile development teams, responsible for designing and visualising services, processes and service concepts based on customer insight. Customer research and insight: You will plan, conduct and analyse qualitative customer research and apply the research findings in practical development work. Co-development and participation: You will plan and facilitate workshops, such as design sprints, and involve various stakeholders and subject-matter experts in the development process. Coaching: You will train, spar with and coach the organisation in applying customer-centred ways of working and design thinking. Cultural and strategic change: You will support embedding design expertise in the organisation’s long-term development capabilities, building organisational capabilities and anticipating the future of the industry. Using new tools: You will use AI tools fluently to streamline everyday work and recurring tasks, such as analysis, creating customer profiles, prototypes and visualisations of service journeys. We are looking for Substantial design experience: A track record and experience in full-time service design or service concept design roles in digital-service development projects, as well as strategic design. Research and methods expertise: Strong experience managing the full lifecycle of customer research (planning, execution, analysis and application) and planning and facilitating workshops. Toolkit: Fluent command of design tools (e.g. Figma, Photoshop, Invision, Miro) and the ability to create user profiles, personas and service journeys. Coaching and interaction skills: Experience training and coaching in customer-centred development. Initiative, excellent interaction and networking skills, and a customer-centred attitude are emphasised in the role. Education: Completed studies in service design or a suitable higher education degree. Language skills: Fluent written and spoken Finnish and good/fluent English skills. Swedish skills are considered an advantage. Our recruitment process Academic Work is handling this recruitment on behalf of its client, which requests that all questions about the role be directed to Academic Work. Candidates are interviewed on an ongoing basis. If the recruitment process has already progressed further, we may close the search before making final selections. The selection process includes tests measuring personality traits and cognitive ability. The tests help identify the right person for the role and ensure equal and fair assessment. Become part of Academic Work’s success story As an Academic Work consultant, you have the opportunity to grow professionally, build your network and create invaluable contacts for your future. You will be supported throughout your journey by a designated consultant manager. Do you have questions about this job? If you have questions, please contact the recruitment team at krn08@academicwork.fi and mention job-specific ID NSNTFW in your email.

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