Service Designer at Customer Experience Design

Scania is now undergoing a transformation from being a supplier of trucks, buses and engines to a supplier of complete and sustainable transport solutions.

Do you want to join a passionate team with a very active role in Scania’s transformation from an equipment manufacturer to a true solution provider? Don’t miss this opportunity!

Service Portfolio & Delivery is overall responsible for Scania’s global service offerings. We have an exciting time ahead, transforming our business models to meet global development and technological shifts, turning risks into opportunities. We are now strengthening the team with a new Service Designer, with main responsibility to develop, maintain and enhance our global service offerings. These services make sure our customers and partners stay ahead of their game, an increasingly important aspect in a time of transformation. These services also make sure that we stay in control of the customer’s experience of Scania over time, affirming us as an attractive partner throughout the transformation of our industry.

Assignment

The main responsibility of the Service Designer is to implement a user centric way of working while applying design thinking to ongoing and/or new initiatives. The Service Designer works design driven with a holistic perspective on the full end-to-end experience, both frontstage and backstage. This may include digital touchpoints but also physical infrastructure, teams and processes.

As a Service Designer at Scania, you work within various design phases, from persona and customer journeys creation to service blueprints and business model canvases. You apply various tools and methods to plan and execute co-creation workshops and design sprints. You perform quantitative and qualitative customer research and collect insights through interviews and observations. You ensure to connect the dots throughout the customer and user journeys and see things from different perspectives by involving relevant stakeholders and teams. You can also plan and perform service design activities to ensure that customer value and business outcome are aligned and that the organization operates in a customer centric way.

As a Service Designer, you’ll be part of the Customer Experience Design team with several Service and UX- Designers. We support each other in our day-to-day work, and we join our forces to ensure that knowledge of design thinking, service design and UX is spread and applied within the different service teams. Furthermore, we make sure to keep ourselves updated and inspired by attending design conferences, having knowledge sharing sessions within the team and organizing cross functional events with other design teams within Scania. We aim to maintain a consistent customer experience throughout all services and products at Scania Service Portfolio & Delivery.

Opportunities

There will be plenty of opportunities to meet with customers and colleagues in our service network and all our other sales channels to talk about what value we’re providing, and collect ideas on how to do more. You will also work in agile organizational set-up working cross-functionally in autonomous teams: e.g., R&D, Commercial Operations, Scania IT, and other key functions to develop capabilities, processes and solutions that with ease sales and deliver of our services. Last but not least you will also have the opportunity to have a real impact on Scania’s business model.

Your Profile

We are looking for a curious person with a strong customer focus mind-set and relevant academic degree (e.g. engineering/business) and around 3-5 years of experience within the profession. You are passionate about creating human-centered services and you know that if a service delivers customer value, it will generate business value.

You approach things systematically and are a natural at zooming out to see the big picture and then diving in to set the important details. You know how to create insights that are presented in different visual context, such as customer journeys. Good communication skills, enthusiasm and a keen eye for new business opportunities is also great to have in this position. You can easily communicate and envision service concepts to team members and stakeholders. You are a strong advocate for design thinking and know that through measuring and learning we can ensure that we are doing the right thing.

A large degree of flexibility both in terms of skillset and being prepared to handle fast changing situations is highly valued. Experience from working within the area of transportation and especially with e-mobility related services is meriting as well as experience from working in an agile or lean development environment. Fluent English skills in both speaking and writing is mandatory. The position requires travelling.

For further information, please contact

Lisa Kannesten, Head of Customer Experience Design, Sales & Marketing,
+46 70 082 76 65 

Application

Apply via our website HR Inline/Jobbsök på Scania by August 15 at the latest.

Scania is a world-leading provider of transport solutions. Together with our partners and customers we are driving the shift towards a sustainable transport system. In 2020, we delivered 66,900 trucks, 5,200 buses as well as 11,000 industrial and marine power systems to our customers. Net sales totalled to over SEK 125 billion, of which over 20 percent were services-related. Founded in 1891, Scania now operates in more than 100 countries and employs some 50,000 people. Research and development are mainly concentrated in Sweden. Production takes place in Europe and Latin America with regional product centres in Africa, Asia and Eurasia. Scania is part of TRATON GROUP. For more information visit: http://www.scania.com.