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Leo, Service Design Lead
Finland, workplace of 1000+ employees
Master, Information Technology
Yearly salary (€)
In profession since
Weekly hours

Could you describe your job in short?

I work in a Finnish telco operator. Telco field, like so many others, is going through major changes due to digitalization and ever-increasing customer expectations. In order to fullfill the customer needs and streamline internal processes, companies need to invest in service design.

My main responsibilities as a service design lead include managing the operative side of multiple service design projects and participate in planning the strategic CX objectives and future activities. As most of our design projects are outsourced, my responsibility is also to select the partners, plan the projects and coordinate the work.

What do you do on average work day?

I usually start my day by checking emails around 7am. If there's nothing urgent, I do some sports and go to the office around 9 or 10. I spend my office hours in meetings / discussions / workshops with designers, marketing, IT and other stakeholders. Some meetings are weekly based, some are ad-hoc, but all the meetings are relevant and I try to avoid meetings where the agenda or my role is unclear.

Around 4pm the meetings are over and I get to do some actual work that might be design related, like visualizing customer journeys, blueprints, prototyping, or planning up-coming activities. I usually I leave our office around 6pm but I do check my emails and answer to them during evenings.

What do you love about your job?

I love working with people with different backgrounds (IT, marketing, business). It takes a while to get to the same level in communication and to learn the common language, but it's worth it.

I also love to participate customers to our service development and to hear the honest feedback from them. Usually there's always something that will surprise the business stakeholders.

What are the worst parts of your job?

There are not so many of them. At times it is frustrating to notice how slowly things proceed in a large organization and how the silos between different functions still exist. However, there are reasons why things are the way they are, but it's our job to explain how Yesterday's rules don't fit in today's business environment.

What are the most important skills in your job?

Collaboration Empathy Leadership Sales orientation Business understanding

What are the most important tools/softwares in your job?

Microsoft PowerPoint Sketch App Trello JIRA Outlook

How do you acquire and develop these skills?

By doing the work and participating in many different projects with different people. That's the only way to learn how major part the context and set restrictions play in business. The basic skills can be learnt easily by trial and error, and e.g. by using different online tutorials.
If you want to learn something new, start from your own mindset. Listen more than you speak, and understand that there's always something new to learn.

What does your work week include?


Meetings / Group work




Independent work