Service Designer, Digital Consumer Offering

Digital Customer Offering (DCO) is a business function within Fortum Consumer Solutions, where business and technology come together. At DCO, we create superior digital offerings and experiences for our 2.4 million consumer and enterprise customers. We innovate and find new ways to digitalize our offerings and processes. We collaborate closely with our stakeholders and external partners. Through cross-functional collaboration, agility and sustainability focus, we strive to make our customers’ increasingly digital lives easier with our services. We serve customers in the Nordics as well as Poland and Spain.

About the role

Are you driven by the challenge of designing seamless, human-centered services that make a real impact? We are now looking for a curious and strategic Service Designer to join our Digital Consumer Offering team. In this role, you will be instrumental in exploring, designing, and improving consumer-facing digital services across our digital platforms. You will work closely with product teams to ensure our services are intuitive, valuable, and aligned with real customer needs. Additionally, you will be part of our ever-growing Design Community of Practice, offering support in terms of sparring, ways of working and subject-matter expertise.

More about the position and key responsibilities:

• Lead end-to-end service design processes - from discovery to implementation, using Service Design methodologies to uncover needs and design impactful service solutions within the Digital Consumer Offering area.
  
• Service improvement: Identify and validate pain points and opportunities in existing services and propose improvements that enhance customer experience and customer value.
  
• Cross-functional collaboration: Collaborate with cross-functional teams to deliver key design artifacts, including journey maps, service blueprints, prototypes, wireframes, and design systems.
  
• Customer-centric development: Apply qualitative and quantitative research methods to inform design decisions and validate hypotheses.
  
• Prototyping and testing: Develop and test service prototypes to validate concepts and gather feedback from users and stakeholders.
  
• Strategic thinking: Translate business goals into actionable service design initiatives and measurable service improvements.
  
• Communication: Communicate design deliverables clearly and align teams through visual artifacts and storytelling.
  
• Facilitation: Facilitate workshops and plan discovery and immersion activities to align business, product, and tech stakeholders.
  
• Continuous improvement: Promote a culture of experimentation, learning, and iteration within the team and across the organization. Support and mentor within the Fortum Design community to showcase and embed service design practices within delivery teams.
  

About you

To succeed and thrive in this role, we see that you have:

• At least 5 years of practical work experience within UX design, service design or business design, as well as relevant educational background (B.Sc. in IT, Service Design or similar).
  
• Proven experience in service design, ideally within digital consumer products.
  
• Strong expertise in user research, experimentation and facilitation methods.
  
• A collaborative, empathetic mindset and a passion for strong customer centric service experiences.
  
• Ability to think both strategically and practically - balancing big-picture vision with hands-on execution.
  
• Excellent communication and facilitation skills.
  
• Fluent skills in both written and spoken English, as well as fluent skills in the local language (Swedish, Finnish or Norwegian) as the role involves customer communication in local language.

We offer you

At Fortum, we believe in a better future and want to be involved in shaping it. Our workplace is a safe place, both physically and mentally. You will grow with professional colleagues, being trusted and free to challenge yourself. We offer comprehensive benefits, flexible working hours, and hybrid work model to support your productivity, development and wellbeing. We are committed to build diverse teams where everyone feels included and is treated equally.

More information about our culture and benefits can be found here.

Interested?

Submit your CV at latest on 22nd of October. Please include a link to your portfolio showcasing your best service design work or add it as an attachment in the cover letter field in the job application form. We start contacting suitable candidates already during the application period. If you have questions and would like to hear more about the position, please contact Oscar Dristig at oscar.dristig@fortum.com.

Contact details to union representatives can be found on the bottom of this page.

To be selected for the position, the applicant must go through background clearance and a health examination including drug testing.  

We are Fortum

Fortum is a Nordic energy company. We generate and deliver reliable energy to our customers and the Nordic energy system while at the same time helping industries decarbonise their processes and grow. Our core operations comprise efficient and best-in-class low-carbon power generation, customer services, and heating and cooling. Fortum’s power generation is already 99% from renewable or nuclear sources with one of the lowest specific CO2-emissions in Europe. We are guided by our ambitious SBTi-validated emission reduction targets on our way towards net-zero by 2040. For our ~4,500 employees, we commit to be a safe and inspiring workplace. Fortum's share is listed on Nasdaq Helsinki. fortum.com