Do you want to shape how DFDS delivers seamless end‑to‑end operational services? Can you connect vessels, terminals, and digital solutions into one coherent flow? We’re looking for a service designer who can turn complex operations into clear opportunities for improvement and drive collaboration across teams and geographies. If you’re ready to make a real impact in an international organisation, this role offers the chance to influence how value is delivered across DFDS A/S.
About the role
Be part of the movement – and drive seamless, end-to-end Ferry Freight operations
As a Senior Service Designer in Technology & Innovation, you’ll play a strategic role in shaping our end‑to‑end operational flow and ensuring our digital and operational services work as one.
You’ll also join a design community of 12 Product and Service Designers who challenge, learn, and grow together.
You will:
Shape end‑to‑end operations — map and improve end-to-end operational flows — from gate-in and terminal operations to vessel operations, gate-out, and the broader network journeys connecting them.
Connect technology, operations, and people — work with stakeholders across the Technology & Innovation division, vessels, and terminals in Europe and Türkiye to ensure processes, systems, and product capabilities come together as coherent, efficient, and scalable services.
Turn strategy into impact — A key part of the role will be identifying opportunities aligned with our 2030 digitalisation strategy and translating them into tangible end-to-end service improvements across the Ferry network.
Collaborate across disciplines — Partner with Product Owners, Product & Service Designers, Digital Transformation Consultants, and Operational stakeholders to drive change.
Ensure measurable outcomes — Translate improvements across products, processes, and ways of working into measurable operational performance gains.
Create coherence across the ecosystem — Ensure solutions work together across touchpoints, teams, and operational domains, not just in isolation.
Enable an Always‑On operation — Enable an operation that is Always On, capable of growing and transforming to meet future demands, with customers and operations at the centre.
Here are listed some of the exciting challenges and responsibilities you can expect in this role:
End‑to‑end journeys — Lead the mapping and analysis of end-to-end operational journeys across digital and operational touchpoints.
Analyse processes across terminal, vessel and the interactions between teams, systems, and operational domains.
Identify friction and value leakage across systems, teams, products, and locations.
Core service artefacts — Create and maintain service design artefacts that reflect operational realities, including journey maps, service blueprints, and ecosystem views.
Ensure alignment between product initiatives and the broader operational flow and service experience.
Facilitate collaboration across-teams locations, guiding discussions through systems thinking and a deep understanding of user behaviors and needs.
Support Product Owners with insights into how product decisions affect end-to-end operational performance.
Highlight dependencies between vessels, terminals, and systems by mapping and communicating.
Drive cross‑product and cross-operational improvements across the network.
Help define and track service‑level indicators to measure performance.
Ensure service design artefacts provide the right level of detail to support decision-making and alignment across organisational silos.
Support the organisation's progress towards integrated operational excellence and digital transformation.
About you
We think the strongest teams are built on diversity and inclusivity. Contrasting opinions, varied skills and strong characters bring out the best of us all.
With this in mind, we see you as someone who thrive in complexity, think in systems, and designs with clarity. You’re motivated by understanding how people, processes, technology, vessels, and terminals come together - and you know how to turn that insight into meaningful change.
Here’s what we imagine you bring:
5+ years of service design expertise — with a strong foundation in end-to-end service design, customer journey mapping, and systems thinking.
Analytical and strategic mindset — able to identify patterns, uncover root causes, and translate complexity into clear, actionable opportunities.
Genuine curiosity for operational environments — energised by understanding how real-world operations work across terminals, vessels, and supporting business processes.
Ecosystem thinking — skilled at connecting digital experiences, physical operations, and organisational processes into cohesive, end-to-end services.
Cross‑stakeholder collaboration experience — comfortable working across diverse stakeholder groups, functions, cultures, and geographies to align priorities and drive meaningful outcomes.
Strong facilitation skills — confident leading workshops, navigating differing perspectives, and making complex systems understandable to varied audiences.
Clear communication and storytelling — able to articulate insights, opportunities, and value across end-to-end operational journeys.
Comfort with AI‑powered tools — Leveraging AI to accelerate research synthesis, analysis, mapping, and workflow efficiency.
Willingness to go on‑site — Ready to visit terminals, vessels, and operational sites (approx. 25 travel days/year) to understand real-world workflows and user needs.
Working at DFDS
Join the movement and grow with us.
We promote a great workplace with a diverse and vibrant community and a healthy work–life balance. Our newly built headquarters in Copenhagen is a modern workplace offering different workk zones, fitness facilities, cantina and café, and a rooftop terrace with ocean views - all just five minutes from train and metro connections.
When you join us, you will become a part of Technology & Innovation (T&I), one of DFDS’ five divisions. Here you will get the opportunity to work with cutting-edge design tools, user testing methodologies, and data-driven decision-making.
At DFDS, we want you to develop. We believe development happens primarily through meaningful work and responsibility, supported where relevant by targeted training and learning opportunities.
By being inclusive and embracing our differences, we get the best from everyone and an even greater result. We take great pride in empowering our people to make a real difference.
We hope you will join the movement and grow with us.
Are we a match? Then what are you waiting for? Apply now.
If you believe your experience, mindset, and motivation align with this role, we would be happy to hear from you. Please submit your CV and portfolio at your earliest convenience, as we review applications on an ongoing basis. You can either uploard the portfolio or share a link in the applicationform - no need to do both.
If you have any questions about the position, please send an e-mail to Hira Sameer Ahmed, Design Chapter Lead, at [email protected]
Please note that due to the summer holiday period, there might be a delay in response time, but rest assured that we will get back to you as soon as possible.
We look forward to hearing from you
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