Service Designer (REMOTE Opportunity!)

at KONE, Inc in Memphis, Tennessee, United States

Job Description

KONE, founded in 1910, is one of the largest, award-winning elevator companies in the world and our offering for employees is as competitive as our offering for customers. Not only do we provide highly competitive salaries, company vehicles for specific roles, and world-class benefits for our salaried employees – we also pride ourselves on our culture and principles. Innovation, sustainability, collaboration and ethical business practices are just some of the pillars that we use to define our own success. Come join our family in KONE Americas to be a part of something big!

Service Designer

Can be located anywhere in U.S.! Work from your home doing what you love.

Elevator Pitch:

KONE is committed to gaining deeper insights and understanding of our customers as well as our own internal teams. In this role you will be working with different functions across the company as well as with our customers and end-users. You will be leading and supporting diverse project scopes using Design Thinking and service design methodologies from early concept creation to final implementation and training. You will also be part of an ongoing initiative to build service design capability within KONE including an international network of collaborators.

Buzzwords: Collaboration, Co-Creation, Innovation, Empathy, Smart Cities, Customer Value, Empowered People

The KONE Technology and Innovation Unit (KTI) is where the magic happens at KONE. We combine the physical world of escalators and elevators with advanced technologies and connected digital systems. Our responsibility is to change and improve the way billions of people move within buildings every day.

Services Research and Development (SRD ) is the hiring unit for this position. We are primarily responsible for developing digital services & solutions to enable the digital transformation of elevators, escalators, and other areas were people flow is important. We

continually strive to ensure our customers receive the best flow experience.

The team you are hiring for:

Our team is known for bringing ideas and solutions to the market quickly. We are a 13 member team with a diverse skill set ranging from engineering, project management, and product managers. Right now, we are continuing to develop our digital services offering to meet the evolving needs of our customers in this growing market.

We work closely with other internal teams, such as business development and Equipment R&D (QRD) to ensure we understand and meet the needs of our customers.

You can read more about one of our primary focus areas here:

As Service Design Specialist your main responsibilities will be:

The overall responsibility for this job opening is to design services thru co-creation with customers, value definition/mechanism, using various methodology such as business modeling & customer mapping with digital services to define and address customer touch points, and even includes installation and maintenance as part of service blueprint. Understand customer behavior at early phase and define what’s driving the customer behavior. It covers both digital user interface and service product. Continuous monitoring thru collaborating with customer and internal resource is also a need to take place as part of this role.

+ Understand the existing supporting system of a service and design targeted improvements to that system to accommodate the new service – both digital and process based

+ Arrange these separate interactions (including touchpoints) into rational user journeys within that service

+ Analyze failure within services and identify root causes for that failure

+ Identify opportunities for cost reduction and improvement within an existing service

+ Understand user needs and identify where separate interactions with customer (user) should act as one service that meet that need

+ Look for commonalities in activities across services where products could be made

+ Create and rapidly iterate service prototypes

+ Identify and design new cross customer (user) service patterns and standards

The desired candidate will have:

+ Bachelors’ degree in Service Design or related degree (i.e. Industrial Design, Ux Design, Visuals, IT or combination)

+ 3+ years of experience in service design

+ Clear demonstration on service design methodology application and techniques (i.e. service ecology map, user journey map, and service blueprint)

+ Good listening and communication skills

+ Attention to detail

+ Determination to see a project through

+ Problem-solving skills

+ Ability to design to clients’ requirements

+ Ability to work to deadlines and budgets.

You’d love this position if:

+ You have a passion for innovations to create concepts for the future.

+ You have a proactive and systematic way of working.

+ You feel empathy towards customers and end-users to understand and analyze their jobs-to-be-done through constant and iterative co-creation.

+ You have interest in both market and human behavior combined with business logic understanding.

+ Your service design toolbox consists of several things like: using of hypothesis, working with scenarios, identifying and communicating customer value, customer experience analysis, trend and market analysis, customer profiles, journeys and blueprints.

+ You are familiar with quantitative and qualitative research methods, design thinking and working in agile environments.

+ You understand how technologies can be utilized to develop digital products and outstanding customer experiences.

+ You are a creative and strategic thinker with an ability to see the big picture and innovate new solutions. You can keep a helicopter perspective and connect the dots throughout projects.

+ You have excellent presentation, communication and facilitation skills, traction for storytelling to convince stakeholders with insights and you have willingness to maximize learning by sharing your experience and expertise within the team.

+ You are a team player with strong social skills that help you build professional relationships with internal stakeholders.

+ Your strong portfolio reflects a range of projects and demonstrates high-quality service design outcomes.

+ You thrive in teams that value multiple perspectives and engage in frequent open forum discussions.

What can KONE offer you?

+ A chance to work with products that are used by millions of people every day; products and services that are widely recognized for their quality and innovation; and the opportunity to develop our existing product family and customer offering

+ Fun, passionate and highly experienced teammates

+ A genuinely multicultural work environment

+ Possibility to strengthen your skills and learn new things

+ Significant personal impact on the services we’re building

+ Opportunities to impact innovative services and solutions in a top-level company of this industry.

Want to join the #PeopleFlow?

If you think we can create something amazing together, please submit your application via our Careers site

For additional information on who we are and what we do please visit these links!



_At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow eth

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Job Posting: JC179400098

Posted On: Mar 13, 2021

Updated On: Sep 25, 2021