About
The LEGO Group creates LEGO products and develops experiences that help people discover, purchase, and engage with them across physical and digital channels.
Responsibilities
•Design meaningful, scalable retail experiences that create business value and keep shoppers at the center of decisions
•Help define product strategy, identify critical problems, and support evidence-led prioritization with product leadership
•Lead end-to-end service design across complex, cross-functional programs, connecting physical and digital touchpoints and clarifying the actors, systems, and processes behind shopper experiences
•Build future-state retail services and experiences that connect physical and digital touchpoints and deliver value for shoppers and the business
•Develop strategic opportunities, service concepts, and future visions that shape product direction, inform investment decisions, and support digital product development
•Strengthen the User Research and Service Design practice through coaching, mentoring, and collaboration
•Help the organization make confident decisions about investment, opportunities, and the evolution of shopper experiences, services, and digital products
•Bring together research, systems thinking, and service design to clarify complex situations and help teams move from opportunity to execution
Requirements
•10+ Years of professional experience, including several years leading work within an in-house design or innovation function or a top-tier design consulting firm
•Deep expertise across the full service design process, from discovery through delivery, including adapting methods and integrating service design with product, commercial, and business strategy
•Strong hands-on user research experience, including designing and delivering strategic research using a range of methodologies
•Experience mapping, visualizing, and reimagining complex omnichannel journeys across physical and digital environments
•Expertise in creating service blueprints that articulate actors, systems, touchpoints, and processes
•Ability to build trusted relationships with senior stakeholders, navigate ambiguity, and align people around a shared direction
•Commercial mindset and experience partnering with business stakeholders to balance customer needs, business objectives, and strategic priorities
•Experience designing and facilitating inclusive workshops that enable stakeholders to co-create around a common goal
•Expertise in prototyping and experimentation, including low-fidelity prototyping and lean experimentation
•Exceptional visual storytelling and communication skills, including making complex ecosystems, services, and opportunities tangible
•Professional proficiency in English
Nice to have
•Evaluating the commercial viability and strategic value of opportunities and service concepts, including business cases, opportunity sizing, benefits estimation, and quantitative data for prioritization and investment decisions
•Exploring how emerging AI capabilities could enhance shopper services, personalization, and adaptive retail experiences
•Awareness of emerging developments in retail, technology, and consumer behavior and their long-term implications
Conditions
•Enhanced paid family care leave
•Life and disability insurance
•Wellbeing resources and benefits, community-building and creativity opportunities
•Colleague discount from day one
•Bonus scheme, subject to eligibility and goals being reached
•Hybrid work policy averages 3 days per week in the office; role eligibility will be discussed during recruitment
•Candidates offered positions involving high engagement with children must complete Child Safeguarding Background Screening as a condition of the offer
