• Plan and conduct customer and user research, involving their team
  members and stakeholders in the process
• Contribute to goal-setting related to customer experience
• Contribute to setting up analytics and metrics focused on customer experience
• Benchmark competitors
• Work to understand and map customer and user journeys,  involving their team members, stakeholders and customers in the process
• Identify customer and user needs and opportunities for improving customer and user journeys
• Communicate findings and recommendations for improvements 
• Contribute to product vision and roadmap
• Develop service blueprints, maps, and other visualisations to communicate the current and desired service design
• Collaborate with product, marketing and support teams within their product line to ensure consistency across touchpoints
• Analyse data and feedback to measure the effectiveness of the service design through e.g. customer satisfaction score and make improvements
• Be the "voice of the customer" in the organisation and work to improve the customer centric mindset and way of work in the organisation
• Grow Service Design maturity by sharing knowledge with their team, including them in the design process
• Be a UX Buddy to a new Service Designer or UX Designer in Visma’s design community
• Contribute to knowledge sharing and events in Visma’s design community

A Senior Service Designer does many of the same things as a Service Designer, but typically has more experience and responsibility, and is expected to take lead in certain projects. 

In addition to the role of Service Designer, Senior Service Designers:

• Are expected to have a strategic mindset and think beyond immediate project requirements, understanding business goals, customer needs and market trends, using that information in their decision making process.
• Lead service design projects and mentor mid-level and junior service designers.
• Contribute to defining design processes, research methodology, and maintaining design documentation.
• Collaborate effectively with product, marketing and support teams within their product line or organisation to ensure consistency across touchpoints, and negotiate trade-offs between customer needs, user needs, business goals, and technical constraints.
• Plan and lead user research to develop customer insights and actionable recommendations.
• Analyse customer data and feedback to measure the effectiveness of the service design through e.g. customer satisfaction score and make improvements, working to increase the service design maturity in their organisation.

A Service Design Lead is responsible for more than high quality service design. They are expected to be leaders, strategists, collaborators, methodologists and mentors, working closely with product, marketing, customer success and support teams within their product line or organisation to ensure consistency and business value across touchpoints.

In addition to the role of Senior Service Designer, Service Design Leads:

• Lead and/or manage a team of Service Designers, providing guidance and feedback to ensure adherence to common work processes and efficient progress towards shared goals.
• Collaborate with product management, marketing, customer success and support teams within their product line to ensure consistency and business value across touchpoints, balancing customer needs and business goals.
• Develop and communicate the Service Design strategy for their product line or organisation by collaborating with Product Managers, marketing, support teams and product teams, aligning business objectives, customer needs, and market trends to create a cohesive service experience.
• Collaborate with product management, marketing, support teams and product teams to define and implement work and collaboration processes, research methodology, and design documentation infrastructure.
• Define and oversee customer satisfaction metrics and empower teams to analyse data and provide actionable recommendations, measuring and presenting the impact of service design work and increasing service design maturity in teams.
• Mentor and coach service designers at all levels, providing feedback, setting goals and expectations, and guiding career development.