Job Summary

DNV – Digital Solutions is seeking a strategic and experienced Senior Service Designer to join our User Experience Enablement

team. In this role, you will help shape and optimize the end-to-end customer journey for our world-class risk and asset management

software. You will collaborate across silos — working closely with UX, Product, Marketing, Sales, and Customer Success — to

understand customer needs, identify service gaps, and design experiences that align with both user expectations and business

objectives. This is a unique opportunity to bring service design thinking to a complex, B2B technology environment with global

impact.

Key Responsibilities

• Lead and facilitate service design activities such as journey mapping, service blueprinting, and stakeholder workshops.

• Conduct qualitative and quantitative user research to uncover deep insights into customer and user behavior.

• Visualize and articulate both current and future-state customer journeys across channels and touchpoints.

• Translate research findings into actionable design opportunities, service concepts, and experience improvements.

• Identify and drive strategic improvements in key moments of the customer lifecycle, including onboarding, support, and renewals.

• Collaborate cross-functionally with UX Designers, Product Managers, Marketing, Sales, and Customer Success teams.

• Champion a customer-centric and holistic design mindset throughout the organization.

• Communicate your ideas effectively through clear storytelling, visuals, and documentation.

Technical Skills

• Service Design: Journey mapping, service blueprinting, persona creation, scenario planning

• Research: User interviews, ethnographic research, survey analysis, insight synthesis

• Design Tools: Miro, Figma, Adobe Creative Suite, Lucidchart, or similar tools

• Workshop Facilitation: Stakeholder alignment, co-creation sessions, design sprints

• CX/UX: Understanding of customer experience and user experience principles

• Collaboration: Cross-functional team engagement across UX, Product, Sales, Marketing

• Communication: Strong verbal, visual, and written storytelling capabilities

• Industry Experience: B2B software, SaaS platforms, or complex technical systems