Would you like to work in an environment that is most certainly unique? With us, you get to create meaningful change and enable a more environmentally friendly way to travel and transport.
We are seeking a Customer Experience (CX) Designer to strengthen our design-driven service development unit. In this role, you'll get to combine your strong customer insight capabilities, project management skills, design mindset, and great design aesthetics. This role sits at the intersection of customer-centered design, data-driven decision-making, and technical preparedness. You will guide projects from early discovery through delivery, ensuring solutions are desirable for customers, feasible related to technology and our fleet, and viable for the business. Our CX & Design team is part of VR's Long-Distance unit which operates in two market areas in Finland and in Sweden.
You will succeed in this role if you are passionate and skilled about understanding real customer needs, telling stories with data, designing human-friendly solutions, and leading multidisciplinary teams towards impactful outcomes. The term is fixed and we offer a 12-month temporary position due to a team members absence because of family leave.
You'll be a great fit if:
- CX Design/Business Design/Service Design methods are your know-how: You are used to leading customer research activities and can translate the research findings into clear insights, opportunity areas and experience strategies.
- Facilitation and communication is a strenght you cherish: You are experienced in leading workshops, design sprints, stakeholder sessions and customer testing and know how to create a mood that is both supportive and engaging. You enjoy sharing information and do it in a thoughtful manner to different audiences. You are skilled in delivering high-quality presentations that simplify complex information. You take pride in aligning teams to create a shared vision and value learning.
- Project Leadership & Management is familiar: You feel comfortable acting as project lead to align stakeholders, structure project plans, define scope, and manage timelines. You are not a stranger to facilitating cross-functional collaboration across design, engineering, product, data, and business teams. It comes naturally to you to ensure that project outcomes meet customer, technical, and business requirements. You are used to presenting updates, roadmaps, and recommendations to leadership and stakeholder groups. You have experience in mapping end-to-end processes and identifying systemic dependencies, risks, and opportunities.
- Data and business case validation helps you drive improvement: Analyse, gather, validate data and be prepared to build business cases to ensure insights are accurate, evidence-based, and aligned to business objectives, enabling us to make informed decisions and continuous improvement.
Qualifications we are looking for:
- 3-7+ years of experience in CX design, service design, business design, consulting, or similar.
- Strong skills in journey mapping, service blueprinting, wireframing, and prototyping.
- Proven experience leading cross-functional projects or small-to-medium initiatives, with exceptional presentation and facilitation abilities.
- Fluent Finnish and English language skills.
- Solid data analysis skills (e.g., Excel, dashboards, basic analytics tools), with experience in validating business cases and making evidence-based recommendations.
- You are comfortable with working with system diagrams, process flows, and technical documentation. You can apply systems thinking to ensure solutions are scalable and sustainable.
- Proficiency in following tools: Project management tools (e.g. Microsoft PowerPoint), communication tools (Slack, Microsoft Teams), Design tools (Figma, Miro), analytics platforms (e.g. PowerBI) and survey tools (e.g. Webropol, Typeform or similar).
You will stand out if you have:
- Project experience from AI projects that have scaled.
- Project management experience from large sized projects.
- International experience.
- Experience in admining a customer community platform.
- You will stand out if you are also fluent in Swedish.
What We Offer to you:
- A tight-knit team that is always available for sparring, support, and laughter during workday, with an extremely caring manager leading the work we do.
- A chance to do exceptional design work for customers who are passionate about our brand and services and who are willing to co-create them with us.
- Interesting design challenges in many diverse projects, with large network of caring stakeholders.
- A collaborative working environment focused on innovation, customer-centricity, and continuous learning.
- An agile product & service model as well as fine-tuned portfolio steering model, that guide and support our development efforts.
- Working everyday according to our values: We Care, We Work Together, We Drive Improvement.
- Free travel on Finnish railways for both work and leisure, as well as a wide range of tourism and recreational opportunities at staff prices in Finland and abroad.
- We offer work time flexibility for different life situations and a remote working opportunity two days a week. We support sports and cultural activities as well as daily lunches and offer extensive occupational health services.
- Chance to impact society through a business that has succeeded in Finland for over 160 years and has over 8800 co-workers and professionals working for a better future that reduces the carbon footprint.
Customers and growth are at the heart of what we do, as well as the well-being of our staff. We are constantly developing our management and work culture, as we believe that a good employee experience also produces the best customer experience.
We invest heavily in the future of our business and digitalization. All our operations are guided by responsibility and continuous development, as we want to continue to be a major leader in public transport and logistics.
Interested?
Great! Submit your application by January the 21th via the link below. We will already browse applications during the application period.
Need more information?
For more information on the task, please contact Head of CX & Design Amanda Kailio by email [email protected] or by phone +358 40 743 6575. Amanda is available for calls on Thursday the 15th from 10-12 or Friday the 16th from 9-12.
At VR, we work for the responsible transport of the future. We are a service company specializing in passenger transportation, logistics, and maintenance. We ensure smooth travel in Finland and Sweden and serve as a pillar of support for domestic industry in logistics.
We do meaningful work and impact the daily lives of thousands of people every day. With us, you contribute to enabling sustainable mobility and logistics - and the well-being of society as a whole.
In 2024, our customers made a total of 263 million journeys on trains with us, and we transported 23.2 million tonnes of goods by rail. Our net sales amounted to EUR 1,294.7 million and we employed approximately 9,100 top professionals.
We carry out our purpose driven by our values - we care, we work together, and we always drive improvement. Join us on a shared journey together towards a better world!
Further information: https://www.vrgroup.fi/en/