Oh oh! Awesome! {$ msg.text $} ({$ msg.count $})

Senior Service Designer and Manager

  • Applications are considered on a rolling basis
  • Oslo
  • Applications are considered on a rolling basis
  • Oslo

Be a part of building a global tech company by helping us create world class customer experiences

Want to help millions of people think better?

reMarkable is a Norwegian tech company on a mission to help people think better in a distracted world. We recently confirmed our status as Norway’s latest unicorn, with over 300 employees in Oslo and a million devices sold worldwide. In what feels like no time, we've gone from a small startup finding its way to being one of the fastest-growing companies in Europe.

Following the successful launch of reMarkable 2, which was named one of TIME's top 100 inventions of 2020, and our new subscription service, Connect, in 2021, we've set ourselves exciting growth and product development goals for 2023. To help us get there, we need new colleagues ready to make a real difference through their work – and that’s where you come in.

One of reMarkable’s three most important objectives is to ‘Help and delight customers worldwide’. The Care and Operations Department encompasses Customer Care and Logistics which is an integral part of that ambition, as we help and interact with thousands of reMarkable’s customers every month. The teams you will be working with have the responsibilities of delivering the purchased products to our customers, answering and helping them in every aspect of their journey with us, also when something goes wrong. The ambition is to do this in such a customer-friendly manner and that the customers will have a lasting good impression with us, even if the reason for contact was to end the customer relationship for this time. You will be an integral part of enabling this by taking the customer’s voice in the teams, driving the insight work and suggesting improvements and ways to get there.

About the role

We are looking for a Service Designer with a strategic, structured and analytical mindset to support building competitive- and customer centric solutions to our world wide delivery, return and repair operations.

As a Senior Service Designer and Manager in Customer care and operations you will be responsible for identifying the most critical pain points to the customers’ overall experience based on available data and insights, and facilitate processes to suggest and prioritize improvements in line with company strategy and business goals. You will challenge the priorities of the teams with data driven insight to take the customer’s view first, and also make sure we are aligned with the company wide customer journeys.

You will play an important role in facilitating cross-functional collaboration and using design thinking methodologies to solve ambiguous problems. As part of the COPS Supertribe in reMarkable you will contribute driving initiatives for continuous improvement of customer journeys in order to reach our ambitious customer satisfaction goals, while securing alignment with key stakeholders during the process. The main focus for this role includes customer journeys such as:

  • Delivery journey: Creating seamless experiences from an order is placed to the order is received across purchase channels and geographies

  • Return journey: Ensuring user friendly solutions for returns and other post purchase actions related to product and service offerings from reMarkable

  • Customer Care journey: Contributing to improve customer touchpoints for troubleshooting, support and helping our customers get the most out of our products and services

Further tasks and responsibilities

  • You will be responsible for ensuring smooth and efficient customer experiences across touchpoints for the relevant journeys in Customer care and operations, meaning:

    • Applying a design thinking mindset for problem solving and facilitate cross-functional processes securing stakeholder alignment

    • Gathering and communicating customer insights and best practice research to support decision making

    • Detailing, evaluating and recommending improvement initiatives to raise customer satisfaction

    • Prioritizing improvement initiatives in line with company strategy and business goals

    • Contributing in executing and implementing new solutions

  • You will be a part of the Service Design department, thus also support initiatives to ensure we deliver holistic customer experiences across the company

  • In this position there is also potential for having personnel responsibilities, as well as opportunities to grow responsibilities in Customer care and operations.

Who are you?

To thrive in this role, we believe that you are passionate about understanding customers' needs and enjoy balancing the customer perspective with company goals, to ensure we create great experiences while building viable and feasible solutions. You are an ambitious and solution oriented person, who strives to understand and advocate for the customer perspective as part of your work.

You thrive in an environment with continuous changes and high pace, appreciate being a part of multidisciplinary teams as well as interacting with different stakeholders. You have strong communication skills and are able to convert insights into concrete recommendations. You are structured, organized and exhibit high execution capabilities.

It is also an advantage if you have...

We believe that you have at least 5 years of relevant work experience from customer oriented roles, as a Service Designer, Business Designer/Developer, Management Consultant or similar. It’s an advantage if you are familiar with NPS as a tool for measuring customer loyalty and satisfaction. Experience from working with delivery, return or support processes is positive but not a requirement. Higher education is expected, but a mix of relevant experience can offset this requirement.

Work with great people

Mariana Eggers
VP Design
"Å kunne dele kundenes tilbakemeldinger og virkelig få påvirke produktutviklingen er det jeg elsker med å jobbe i rM"
Ole Øyvind Skaaret
QA Engineer
"Det som er fantastisk med å jobbe i rM er at man raskt blir en del av et team med dedikerte og hyggelige mennesker"
Magnus Heimsjø
Chief Marketing Officer
"Sjansen til å bygge en global merkevare fra bunnen av dukker sjelden opp i Norge. Bli med på reisen!"
Tobias Strand Johansen
New Product Introduction Lead
"Jeg jobber i Norges raskeste e-commerce verdikjede, med superkule nerder på alle kanter - det blir ikke bedre enn det!"
Henrik Hedlund
Senior Software Engineer
"Jeg liker å jobbe i rM fordi vi har en moderne og annerledes teknologi-stack og man får raskt ansvar for ulike områder"

Skills & Requirements

What do we offer?

  • Highly competitive salary and pension plan

  • A new Macbook/PC, reMarkable 2, choice of mobile phone, and home Wi-Fi allowance

  • Five weeks vacation + 5 reMarkable days to use as you wish

  • Premium health insurance (incl. physiotherapy and private medical consultations)

  • Access to our employee share incentive scheme

  • Flexible working hours

  • Rewarding and challenging tasks on a wide range of projects

  • Regular team events, parties, and off-site retreats

  • A shared Headspace account for your mental well-being

  • Career development opportunities as a leader or subject specialist

  • Centrally-located modern offices in Grünerløkka, Oslo

  • A unique opportunity to contribute to one of the fastest-growing tech scaleups in Norway

At reMarkable, we offer the opportunity to contribute towards building a global tech company. You'll join a fast-paced, dynamic work environment and be involved in every step of creating a product that's used and valued by hundreds of thousands of customers around the globe.

Besides robust career development and growth opportunities, we offer a workplace where everyone can influence the company's direction, story, and success. We're a committed and highly motivated team with a lot of love for what we do and the people that we work with.

Through collaboration, we create a generous, respectful, and supportive environment where people take the extra steps needed to help each other succeed as well as exceed expectations.

Other Information

  • Contact Thilde Hexeberg Evensen, Head of Service Design subject department, [email protected] if you have any questions about the role
  • You should have a valid work permit from the EU/EEA. (Relocation assistance is provided)
  • We will review applicants after the deadline 29. mars

Great Place to Work

  • Konkurransedyktig lønn

  • Kontorplass i Norges kuleste kontorvilla

  • Seks uker ferie

  • Et fantastisk arbeidsmiljø med dyktige kollegaer

  • Din egen reMarkable til odel og eie!

About the company

reMarkable is a Norwegian tech company on a mission to help people think better in a distracted world. In what feels like no time at all, we’ve gone from a small startup to one of the fastest-growing tech scaleups in Norway.

Following the successful launch of reMarkable 2, which was named one of TIME's top 100 inventions of 2020, and our new subscription service, Connect, in 2021, we’ve set exciting growth and product development goals for the coming year. To help us get there, we need new colleagues ready to make a real difference through their work – which is where you come in.

Good work culture and internal cooperation are essential for us and we do our utmost to ensure that everyone thrives and can perform their best with us. We try as much as possible to share information and involve our employees in both large and small decisions and as a permanent employee, you will be involved in many exciting processes.

Kine Arenberg | Contact Person

I'm interested