Senior Services Engineer / Service Designer

October 8, 2024

Basware

Espoo

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.

Skills & Requirements

Skills and Competences:

Expertise in Service Design/Engineering, with a focus on customer-driven solutions that prioritize efficiency and automation.

Ability to engage and influence both technical and business stakeholders, balancing strategic and operational priorities. Excellent capabilities tailoring messages to different audiences, from c-suite to junior consultants.

Demonstrates professional curiosity, actively exploring and consistently seeking opportunities to innovate and enhance through thoughtful inquiry and new ideas.

Proven ability to innovate and improve service processes within cloud software or Saa S environments.

Strong problem-solving abilities, with a proactive approach to overcoming obstacles in service delivery.

Excellent communication and collaboration skills, ensuring seamless cooperation across teams and functions.

Desired Experience:

Extensive experience in designing and delivering services within a Professional Services or technical consultancy environment, ideally within the software or automation industries (especially, Accounts Payable, Finance or Procurement).

Proven track record understanding technology delivery and technical concepts, and translating complex topics to be understood by a broader non-technical audience.

Demonstrable success in leading large-scale service projects with a focus on customer success and process optimization.

A Bachelor’s degree in a related field, combined with significant experience in service design, service engineering, or professional services roles.

We Drive Customer Value

We Take Ownership

We Are Bold

About the company

Basware is how finance leaders in global enterprises can finally automate their complex, labor-intensive invoice processes and stay compliant with regulatory change. Our Accounts Payable (AP) automation and invoicing platform helps companies achieve a new level of efficiency – in a matter of months – while reducing errors and risks. We bring a unique combination of true automation, complete coverage, and deeper expertise to make it all just happen for our customers. That’s why the world’s most efficient AP departments at 700+ global customers rely on Basware to handle over 170 million invoices per year.
Joining Basware means you’ll join a team filled with innovators, passionate about their work and enthusiastic about the industry we’ve pioneered. You’ll work alongside highly motivated, capable, and friendly individuals who collaborate to deliver world-class solutions and services. A critical part of our culture is the high amount of trust we put into our employees—we want everyone to make a difference, so we offer flexibility in how you work, giving you the freedom and support to deliver your best results. We truly live our values where:
We Drive Customer Value , We Take Ownership and We Are Bold in everything we do, to make it all just happen for our customers.