Swisscom, the biggest telecommunication company in Switzerland, has recently restructured its organization and aligned the product and service development teams to focus on customer experience. Due to this strategic shift, two new positions are open that have been posted on their job board last week.

The two positions are:

• Customer Experience Design Coach
• Service Experience Designer

You can find the job postings also on their career pages or download the PDFs from my blog. If you don’t speak German (the posts are in German) but you think you qualify for this position send me an e-mail and I can send you a short translation. 

Now if you are thinking that Swisscom is just a telecom company trying to act innovative, here are a few projects that Swisscom initiated:

• Consumer Ethnography: A dedicated team of ethnographers, psychologists and social scientists is working at Swisscom to collect "deep" consumer insights and understand the use of ICT. You can find more about their results in the video "Trends in Communication and Entertainment" and an an article titled "Understanding Convergence" that summarizes their research findings.
• Innovation Outposts: Swisscom is operating an outpost in the Silicon Valley already for many years. The job of the people in this outpost is to identify the latest trends and screen new technologies to bring them straight to Switzerland.
• Ogo Success: Swisscom understood the needs of "Generation Y" and successfully launched the Ogo in 2005, a mobile instant messaging device targeted towards teenagers (see here and here). How many people use it? Until last year Swisscom sold 50.000 Ogo, today the number is definitely higher. Walking around in the city after kids get out of school you will definitely see a few of them chatting on their Ogo on the streets here in Switzerland.

In my definition these projects put Swisscom on the same level with many of the leading companies that are known for their focus on user-centered and/or experience design (Nokia, Virgin, P&G).

Now you might be wondering why I blog this. Well, I would apply for these jobs myself but since I still have to finish my Ph.D. degree (which will take longer than these positions are open ) I think it’s fair to share the information and share my opinion about the company because the people I met from Swisscom convinced me that exciting things are happening there.

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