Senior Service Designer

WeQuel is looking for a Senior Service Designer with deep expertise in customer experience analysis, strategic systems thinking, and hands-on service creation. The ideal candidate should be able to analyze complex service platform offerings and lead the process of defining the most suitable way forward—whether by redesigning an existing solution or creating a new one. This role requires experience from similar assignments and the ability to communicate effectively, both visually and verbally, with various stakeholders.

Project Overview

The Senior Service Designer will work closely with multiple cross-functional stakeholders to analyze and enhance the B2B digital platform experience. The current digital landscape is complex, involving numerous systems and applications. The project requires a thorough investigation of the current user journey and ecosystem mapping to identify dependencies and key pain points. Once a solid understanding of user needs and business requirements has been established, a new vision and concept will be developed and evaluated.

Purpose & Objectives

The primary goal of the project is to create a vision and concept to optimize the user experience of the B2B platform, laying the foundation for either a major system upgrade or a new service solution.

Your Role

As a Senior Service Designer, you will:

• Conduct qualitative research, including ecosystem mapping, stakeholder interviews, and data analysis.

• Facilitate co-creation workshops and stakeholder engagement sessions.

• Develop service concepts and ideation processes, including journey mapping, transition planning, and operational blueprints.

• Present findings and recommendations to key stakeholders in a clear and engaging manner.

• Work closely with a cross-functional team of designers, developers, and business strategists.

Required Experience & Skills

• 10+ years of experience in service design, customer experience, or a related field.

• Proven ability to work with B2B service platforms, preferably in complex system environments.

• Strong expertise in customer journey mapping, ecosystem analysis, and strategic service thinking.

• Experience leading design-driven research, qualitative interviews, and co-creation workshops.

• Ability to synthesize insights into actionable strategies and communicate complex ideas visually.

• Strong interpersonal, collaboration, and stakeholder management skills.

• A structured, proactive, and self-driven approach—capable of working independently as well as in teams.

• Fluent in English (written and spoken).

Preferred Tools & Methods

• Research & Analysis: Qualitative interviews, ecosystem and impact mapping, journey flows, jobs-to-be-done framework.

• Co-Creation: Workshop facilitation, stakeholder engagement, prototyping, visualization.

• Service Concept Development: Scenario planning, system transition mapping, MVP definition, success metrics.

Portfolio Requirements

Candidates must provide a well-structured service design portfolio showcasing how they have tackled key challenges in past projects. The portfolio will be evaluated based on:

• Problem-solving approach and design methodologies used.

• Visual storytelling and ability to present complex ideas clearly.