Experience Designer CX (m/f/d) Service Design

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Your Tasks

Responsibilities

  • Development of service and ecosystem design strategies with creation of customer journeys for specific digital products/services, based on user needs, business requirements and current technical trends
  • Planning, preparing, and conducting qualitative and quantitative customer research
  • Measuring customer experience and deriving strategies for improval of selected KPIs
  • Presenting strategic concepts to stakeholders, inspiring change and innovation across multiple departments.
  • Conception and cross-channel development of interaction design; development of interactive prototypes
  • Ensuring the successful completion of design tasks and the preparation of relevant outcome documents at all stages


In this position you will be responsible for:

  • Translating customers perspective for business design and value proposition framing
  • Measuring the customer experience and deriving actions from the measurement results
  • Introducing measurement solutions to validate customer value and success
  • Defining customer insights and trends to drive the creation of coherent experience and service concepts within complex eco-systems
  • Creating and compose customer experience strategies in the sweet spot of desirability, feasibility, viability and integrity
  • Improving customer journeys of existing business propositions and design new emotionally engaging journeys that don’t yet exist in the market
  • Contributing to design teams and related activities across all phases of innovation development process, from initial research to final roll-out
  • Applying design thinking and tailored customer-centric methods in interdisciplinary project teams, contributing along the process with top experts from multiple domains
  • Providing customer-centric storytelling and insights for business decisions
  • Exploring and transfer newest technologies into experience solutions and keep the team ahead of time
  • Sharing knowledge and skills and help colleagues and team to grow 

Your Profile

What we expect from you:

  • You have a master’s degree in design (e.g. product service system design) and 4+ years of work experience in service design and/or CX Management.
  • You are fluent in English, German is a plus.
  • You have a strong skillset in communication, thought leadership, and stakeholder and information management. With your communication skills, you support decision makers to challenge conventional practices and to instill customer perspective in decision-making processes
  • You have a high motivation to drive your topics and take responsibility for your tasks.
  • You bring the ability to enter projects and get the job done without necessarily possessing domain knowledge in advance.
  • You are a strategic system thinker, able to create holistic experience strategies, combining inside and outside perspectives (customer, business, technology, environment), and linking the right people and initiatives.
  • You are an insights expert with profound practice of desk research (e.g. trends analysis, competitive landscaping), qualitative and quantitative customer research (e.g. user validation, customer satisfaction and success measurement).
  • You are a method expert of end-to-end customer journey analysis, service system mapping, and user/data flows.
  • You are a profound creator of experience concepts and service blueprints across multiple customer touchpoints and product-/service categories
  • You bring the ability to moderate and facilitate of design thinking formats, customer-centric workshops, and design sprints.
  • You are a storyteller with the ability of visualizing and reducing complexity to define opportunities, communicate strategies, and encourage collaboration.  
  • You embrace complex challenges and problems and inspire new ways of thinking.
  • You drive for excellence and are on the path of lifelong learning.
  • You rank team always over ego and are passionate about collaboration with people from many cultures.


Your Qualifications

  • Advanced knowledge in CX design and CX management
  • Advanced knowledge of CX KPI measurement
  • Advanced knowledge in concept development
  • Advanced knowledge in customer centricity
  • Advanced knowledge in holistic view development
  • Advanced knowledge in process understanding
  • Advanced knowledge in stakeholder management
  • Knowledge in technology understanding

Severely disabled applicants with equal qualification will be given particular consideration.

What we offer

  • Part-time possible

    With us there are not only full-time jobs - we also offer this position on a part-time basis.

  • Home office/mobile working possible

    Whether in the office or from any other location - mobile working is no problem for us. Working from home is part of our professional everyday life and is supported by digital platforms.

  • Connection to public transport

    Start your working day relaxed and without stressful rush hour traffic - our location is well connected to public transport and the next stop is just around the corner.

  • Flexible working hours

    Room for professional and private challenges - with our flexible working time models, we offer the opportunity to work self-determined. Exactly as it suits life and your current situation.

  • Training offers and allowances

    Lifelong learning is essential for us. Whether on site or digitally. We offer a wide range of further education opportunities - from seminars to part-time studies.

  • Pension scheme

    Well positioned for the future - we offer a company pension scheme and pay regular contributions into a personal pension account depending on the age and income of our employees.

  • Employee discounts

    Products and services at a discount - our employees receive discounts in the fixed network, Internet, mobile communications, TV and Smarthome sectors. Family and friends also benefit from many offers.

  • Health offers and insurance

    The health of our employees is important to us. Therefore, we offer free health checks, regular preventive medical checkups as well as many (online) courses on health-related matters.

About us

About us

Who we are. We are the Customer Experience Management team within Deutsche Telekom’s Board Area “Technology and Innovation”. As such, we are a team of experts in the field of service design, user experience design, CX management, and customer research. We collaborate with a strong customer-centric approach towards one goal: to create human-centered product and service experiences for millions of customers across Europe. As part of the design team within Deutsche Telekom we put a strong emphasis on what is the core of our success: the people. We are looking for curious and brave innovators that thrive in a work environment of empowerment, lifelong learning, and opportunities for development. As digital optimists we believe that technology and innovation can transform our society for the better and connect people in a meaningful way. If you are a multi-disciplinary designer with a focus on Service Design and Customer Experience Management, we look forward to your application.

Contact

Hervé Serrette

Any questions? I´m happy to help! For your application please use our online job tool.

herve.serrette@telekom.de

+49 151 28120616

Our Online Application Process

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