Are you our new Service Designer for the Digital Design team that is passionate about making a significant impact on the customer experience and our colleagues?
We are beginning a digital transformation for both our customers and our design team. It’s an exciting time to build your career by creating the new digital experiences in web and mobile, reaching millions of people across the Nordics, while also strengthening our design team and culture across Nordea.
We are looking for service designers to join our team and transform the customer experience so that digital becomes the centre of the relationship with our customers. This unique opportunity provides you with the responsibility of working with stakeholders and design team members to weave together the business, customer and design vision into an inspiring solution that excites our customers and our colleagues.
Right now, we are going through a digital transformation to develop both a new mobile and responsive online bank for our customers, reaching over 11 million people across the Nordics. As our customers’ expectations and the banking industry transforms, we want to build a relationship with our customers digitally. Everything should be at the customers’ fingertips in an experience that is simply beautiful and personalised. That will help us be the best partner to our customer and build a relationship through daily interactions and at the right moments.
Creating an exceptional digital partnership requires designers that are passionate about the needs, motivations and perceptions of the customers and have experience shaping those elements into creative concepts.
As important as designing the experience is your contribution to build up the team and our culture! An integral part of your role will be to build up our design community, as well as our ways of working. We believe our team is the heart of the experience and that building the right environment and culture will create exceptional work and an exceptional workplace. Moreover, we also have a unique opportunity to bring Design Thinking into the organisation by coaching and training others in order to scale our impact and create a design-led organisation. To achieve all this, we need your help and experience!
Your future responsibilities
You will have the opportunity to make a significant impact on our customer by using your creative skills and applying them to one of our greatest challenges – building a personalised banking relationship that is simply beautiful.
This means that, on a daily basis, you will work with complex digital and non-digital projects from discovery to development, working side-by-side with business representatives, other designers and Creative Directors. As importantly, you are a key part of cross-functional, agile delivery teams and will closely with them and our customers. We are looking for someone that is passionate about growing their design and research skills, understanding the customer experience and their behaviour, and will use these passions to challenge our teams to think critically about what we’re doing and how to improve the customer experience.
Although the designs will keep you busy enough, a key part of your role is to help build up our design team and community across Nordea. We are looking for someone that enjoys helping others and is passionate about strengthening our design capabilities and culture. Similarly, this is an opportunity to help the Digital Bank and Nordea transform our delivery model by applying both agile and Design Thinking to our solutions. As a result, we are looking for people that can both discover and define remarkable, customer-centric experiences and are passionate about contributing to our team and culture.
With such a unique opportunity to create a real impact, we hope you are a creative person that can build both a remarkable digital experience and support our team to continuously develop meaningful experiences for our customers.
Overall, your focus areas include:
- Discovering, defining, delivering and developing solutions that our users will love
- Influencing and supporting stakeholders, UX/UI Designers and Creative Directors to shape a product or vision using Design Thinking practices
- Mentoring and training other Service Designers and the broader digital Banking community
- Working with our Customer Behaviour Insights teams to research and gain insights, test concepts and incorporate customer feedback into solutions
- Partnering with cross-functional delivery teams to define and shape the work needed to implement your designs and customer experiences
- Staying up to date on the latest design tools and techniques, customer needs, behaviour and perceptions, as well as business and industry drivers
- Working across Nordea to build a Design community and to train and mentor the organisation in Design Thinking
Who you are
We believe you must have a genuine interest in creating customer-centric solutions by collaborating across business, technology and design.
We are looking for an inspirational person that can collaborate with our delivery teams to creatively solve complex design challenges. You must have an interest in understanding what drives our customers and our business to solve problems and shape meaningful solutions. This means we are looking for a person who is a critical thinker and is passionate about learning from the customers, stakeholders and Senior Designers to grow their skills and create meaningful solutions across digital and non-digital interfaces.
As a designer in a transformational project, you will be working across a number of disciplines and strong communication and presentation skills are essential to shape your designs and gain support for their acceptance. The ability to listen, quickly comprehend complex problems, appropriately challenge and evolve requirements, and articulate your design and design decisions will be essential to successfully work with our teams, leaders and customers.
We are also looking for a person who enjoys being a team player and working across the organisation to build our design community. Having an interest in growing our design practices and culture is an important part of our work and culture. We are looking for someone who has the passion for helping the Design leaders create great experiences for our team and our customers.
Primary qualifications:
- A degree in human computer interaction, digital design, e-business or a similar background
- Extensive work experience within service design
- Extensive work experience within usability, concept validation or end-user research
- Experience of working in cross-functional, digital delivery teams
- Willingness and the required attitude for training and educating
- Passion to create a big change that will touch people’s lives
- Fluency in English
When it comes to specific skills, we believe that you possess:
- A passion for all things design related, with a desire to push the boundaries of design and customer experiences
- Good interpersonal skills and a willingness to mentor others
- A good understanding of UX and UI design, digital trends and demonstration of design problem-solving methods
- Strong communication skills, including good presentation skills and the ability to explain your design decisions, and influence their implementation
- Ability to create user personas, customer journeys, scenarios, narratives or storyboards, and service blueprints
- Skills to rapidly create and iterate low-fidelity designs
- Interest in uncovering customer insights and working in data-driven environments
- Strong work ethic, underpinned by a positive attitude and a passion for getting things done, learning and growing
