Senior Service Designer - Digital Platforms & Infrastructure

Job Description

This Senior Service Designer role will drive ground-breaking digital experiences by championing user-centric build across complex, omnichannel journeys across our key digital platforms. Work with multidisciplinary product teams to reimagine and optimize services, ensuring seamless integration of business, technology, and user needs. Our work will directly impact strategic priorities, crafting how the organization delivers value to both internal and external partners.

As a Senior Service Designer, you will bring the user’s voice into every stage of product and service development. Foster diversity of thought, and impact product strategies that deliver outstanding brand experiences and internal innovation.

Core Responsibilities

• Discovery & Research: Plan and facilitate user research and discovery activities, collaborating with diverse partners to uncover needs, struggles, and opportunities.
• Journey Mapping & Blueprinting: Lead the mapping of as-is and to-be user journeys and service blueprints, visualizing complex processes and informing strategic direction.
• Strategic Decision Support: Conduct scenario planning, risk analysis, and innovation processes; connect short- and medium-term digital needs to long-term ecosystem visions.
• Storytelling & Advocacy: Craft compelling narratives and visualizations to build empathy, articulate process improvements, and champion the impact of service design across the organization.
• Multi-functional Collaboration: Partner with technical and non-technical teams to interpret needs, lead expectations, and drive consensus on build decisions; contribute to process reimagination and organizational change for digital platforms.
• Mentoring & Leadership: Mentor and coach designers within product teams and ensure consistency and quality across services and platforms.
• Technical & Ecosystem Integration: Understand technical complexities, inform technical roadmaps, and ensure cross-business alignment on service blueprints.

Play your part in our team succeeding

Come join our Digital Platforms & Infrastructure domain and be part of high-ambition, globally distributed teams passionate about digitizing and reimagining our Digital Product and Service experiences. Improving usability and efficiency, and enabling innovation.

We support product teams and collaborate strongly with Engineering Leaders, Lead Engineers, Product Managers, going across areas like Developer Experience & Cloud Services, Colleague Enablement, Network & Connectivity and Digital Platforms. The Senior Service Designer must expect to work on high-priority strategic projects in a culture that values proactive ownership, curiosity, and reflection.

This position will be in our LEGO® Hub in Copenhagen, soon moving to Postbyen, or our LEGO® Campus in Billund, offering an exciting, inspiring, and flexible work environment – "and a little fun play as well!"

Do you have what it takes?

The preferred candidate for this position has hands-on expertise in service design, user experience, process design/optimization, research, and analytics. Demonstrated impact applying service design principles in enterprise or agency settings, including end-to-end ownership of services and platform implementations.

Proficiency in mapping intricate, multi-level processes (e.g., omnichannel journeys, briefing tools, content creation); crafting and sharing blueprints and artifacts with senior leadership; experience with prototyping and visualizing ideas.

Background in digital technology or retail, marketing technology, or omnichannel experiences is advantageous; familiarity with marketing value chains, in-house agencies, or IT-technology intersections.

Outstanding people skills, deep human insight, and captivating storytelling; proactive ownership, cultural adaptability in diverse global teams. Analytical yet socially outgoing; motivated by internal customer experiences and multi-functional collaboration.

Advanced proficiency in written and verbal English for international communication and visualization.

Please note: If you require any reasonable accommodation or adjustments throughout the application process, please let us know. We will work with you to meet your needs.

This position is Manager Specialist level. Relocation support is not offered.

#LI-JT1

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

What’s in it for you?

Here is what you can expect:

Family Care Leave - We offer enhanced paid leave options for those important times.

Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing - We want our people to feel well and thrive. We offer resources and benefits to nurture physical and mental wellbeing along with opportunities to build community and inspire creativity.

Colleague Discount – We know you'll love to build, so from day 1 you will qualify for our generous colleague discount.

Bonus - We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.

Workplace - When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

Thank you for sharing our global commitment to Children’s Rights.

Just imagine building your dream career.

Then make it real.

Join the LEGO® team today.