Senior Service Designer

About the job

We are looking for an experienced Senior Service Designer to lead service design operations in one of If’s Private Business Area tribes. The role focuses on delivering exceptional service experiences for our customers and ensuring they stay informed and engaged throughout their journey with If.

About the role

You’ll be part of the Research and Service Design Chapter – your home base within our design line organization. Here, you’ll find your closest manager as well as a diverse community of researchers, service designers, and UX/UI designers.

Your daily role as a Tribe Service Design Lead will take place in one of our tribes serving private insurance customers. In this role, you support several squads and work closely with Product Managers, Product Owners, Delivery Leads, and other key business stakeholders to shape services that meet customer needs, align with business goals, and are technically feasible.

This role requires deep expertise in service design and agile leadership, combined with a high level of autonomy and self-leadership. However, you won’t be on your own - our collaborative and supportive chapter community is always there to help you succeed.

Your key responsibilities:

• Guide and support the tribe and squads in applying customer-centric practices through service design and research methods.
• Oversee customer journey management at the tribe level, identifying opportunities to enhance service experiences and streamline business processes to meet both customer needs and business requirements.
• Collaborate with key stakeholders across the agile and line organization - including Tribe Leads, Tech Leads, Agile Coaches, Business Owners and fellow Service Design Leads - to embed design thinking into development and decision-making.
• Lead strategic service design projects from early planning and concept development through to implementation.

We offer

• Fun and highly experienced colleagues, and a culture where everyone is welcome
• Career and development opportunities in the largest insurance company in the Nordics
• Social activities, as well as opportunities to strengthen your skills and learn
• Possibility of a hybrid workplace (three days at the office per week required)
• A health-promoting workplace with, e.g., wellness allowance and various sports activities
• Great insurance benefits

Who are you?

You’re an experienced Senior Service Designer with a strong foundation in service design theory and a proven ability to scale design across an organization. You know how to initiate and lead strategic projects and communicate the impact of design effectively.

We’re looking for someone with:

• 5+ years of experience in service design, either in-house or in consultancy roles
• A Master’s or Bachelor’s degree in design or other relevant degree in service design, design management, or a related subject
• Deep knowledge of service design techniques and customer research methodologies
• Familiarity with agile principles and ways of working e.g. previous experience working in an agile, multidisciplinary team
• Experience leading complex, user-centered design projects
• Ability to map complex problems and user journeys into actionable insights
• Strong facilitation skills and experience managing stakeholder relationships across organizational levels
• Professional proficiency in English; other Nordic languages are a plus
• Understanding of how technology impacts design deliverables
• Confidence in presenting conceptual work to stakeholders and adapting communication to different audiences
• A collaborative mindset and ability to mentor and coach others, fostering a strong design culture

Additional facts

Application deadline: Screening and interviews begin immediately. Final deadline: 20.2.2026

To apply: Please attach your CV in English. You do not need to include a cover letter, but we kindly ask you to answer a few questions in our recruitment system about your motivation for this position.

Work location: Helsinki (Espoo), Turku, or Stockholm (Bergshamra)

Travel: Occasional travel within the Nordic countries

Start date: As soon as possible

For more information, please contact Hanna Luotola, Chapter Lead Research & Service Design – [email protected]