Senior Services Engineer / Service Designer

Job Description

Basware, a global leader in AP Automation, is looking for an innovative and customer-focused Senior Services Engineer / Service Designer to join our Professional Services team. In this role, you will be a design thinker at the core of creating exceptional, customer-centric delivery services that unlock the full potential of our solutions. If you’re passionate about problem-solving, thinking outside the box, and driving meaningful change through service design, this is your opportunity to make an impact.

Working across Basware and with our global customers, you will transform complex business needs into streamlined, scalable services that not only deliver value but are a perfect fit for their challenges. By utilizing Service Design methods (like Design Thinking), you will explore creative approaches to align service offerings with customer success, leveraging your skills in automation, efficiency, and collaboration to build next-generation solutions.

Key Responsibilities:

• Leading Collaborative Service Design: Work closely with the products, partners, delivery managers, and technical experts to design and improve service delivery with a strong focus on customer experience. Ensure alignment between service offerings and business needs through a deep understanding of stakeholder personas.

• Design Customer Experience: Apply Service Design principles to continually enhance the customer experience by improving service delivery processes. Ensure seamless execution from service initiation through to completion, with a focus on innovation, empathy, and driving customer success.

• Go-to-Market: Manage go-to-market (GTM) activities for Professional Services, collaborating with cross-functional teams to ensure successful product launches and service rollouts.

• Service Offerings: Lead efforts to develop and package services, ensuring that offerings are easy to understand, implement, and sell. Ensure services are optimized for scalability and repeatability across diverse customer segments.

• Develop our Service Design Capabilities & Methods: Take ownership of Basware’s Service Design methodologies, including tools like personas, empathy maps, and customer journey analysis. Lead efforts to enable teams across the organization to apply these tools in designing user-centred services, maintaining consistency and impact across service design initiatives.

• Create & Improve Service and Sales Assets: Oversee, develop, refine, and update delivery assets—such as templates, presentations, service descriptions, and sales materials—that streamline the work of delivery teams.