Service Design / User Experience Lead (Maternity cover - 12 months)

Salary Competitive

About Donkey

Founded in 2014, Donkey Republic is a purpose-driven impact business active in the micro-mobility industry. Donkey Republic provides a flexible, affordable and more sustainable way of transportation to the citizens by partnering with the cities.

Donkey Republic is a service and data driven technology company facilitating bike sharing  to provide cities a reliable, responsible and customizable solution. 

With sustainability at its core, the service integrates with the city’s public transportation system and facilitates both first and last mile steps on a multimodal journey. Our Donkey Riders are able to enjoy a convenient, affordable and high quality ride designed for durability by an inhouse team of dedicated specialists. 

We strive for optimal maintenance of our fleet through our servicing software platform and a great user experience for the end-user through our mobile apps. This collaborative software solution, together with our bikes, seeks to improve people's health & well-being, reduce carbon emissions as well as traffic congestion across cities.

About the role

We are looking for an experienced UX lead with a speciality in service design to join our Product team at the Donkey HQ in Copenhagen. This role is a maternity cover starting in the beginning of February 2024.

As the user experience lead at Donkey Republic you will be responsible for maintaining and improving the quality of user experience for users of our service, who we fondly call ‘riders’. We are embarking on some exciting projects in 2024 to bring Donkey bike sharing to more cities and we are looking for someone who can take ownership of the user experience in a multi-channel service, both online and offline.

You will organise and empower the UX team, which consists of a junior user researcher and a UI designer. You will also help carve out a clear path for executing on strategic goals, execute and support updates to the Donkey app and wider service, lead user research and drive experiments.

What you’ll do

  • User research: Plan and execute research studies, as well as continue to develop user research approaches, processes and tools at Donkey. You will be supported by a junior UX researcher, who you will oversee and mentor.

  • Requirements gathering & problem definition: Gather knowledge from riders and stakeholders to understand problems and opportunities and capture requirements for design.

  • Roadmap & backlog: Work closely with the product owner on prioritisation of the backlog and lead planning for defining approaches to different projects.

  • Design: Facilitate mapping as-is and to-be user journeys and service blueprints, as well as designing concepts, building prototypes and detailing user flows.

  • Build hypotheses and test them: Identify pain points and define hypotheses for testing different countermeasures through concept testing, A/B testing, etc 

  • Conversion funnel optimisation: Work with the marketing team on conversion funnel optimisations

Who you are

  • You have 5+ years in a user experience or service design role.

  • You have experience designing services driven by technology and mobile apps.

  • You dream in touchpoints, actors and user journeys. Bonus: If you have been responsible for creating service blueprints on other projects.

  • You are knowledgeable about different research methods, both generative and evaluative.

  • You are well practised in executing user research studies. We run remote usability testing, face-to-face interviews, diary studies, in-context testing, surveys and more.

  • You take an experimental approach to design and are passionate about validating assumptions.

  • You use research insight and data to inform design decisions over opinion.

  • You love working with different people around the business and use tools like Miro to help aid collaboration.

Who we are

Join a growing team of more than 170 employees spread across 12 countries. We value and celebrate diversity and pride ourselves on an inclusive and informal atmosphere.

  • Sustainability - We care about nature a lot. Our goal -  to be as sustainable as we can in all we do

  • Community - We love sharing! We try to make a positive impact with respect for our neighbours and the environment we cohabit

  • Passion - Every person in our team is super passionate about what they/she/he do(es)

  • Kindness - No matter what question, problem or request you have — you will get 100% support and help, because we care

Here's how we expect you to progress

Within 1 month

  • Meet your new colleagues and understand who is doing what

  • Get access to the needed software, tools and documentation

  • Participate in handover sessions with Head of UX

  • Get comfortable with the day-to-day operations and processes of Donkey Republic as well as the existing research methods in place and current projects  

  • Understand the problems Donkey Republic solves for customers and how we can continue to solve problems for them

  • Take over items in progress you’ll be fully responsible for delivering on

Within 3 months

  • Able to independently carry out research projects and assist on projects run by colleagues

  • Execute user testing and experiments for strategic projects and give insights to inform decisions

  • Participate in bi-weekly sprint planning meetings with relevant internal stakeholders

  • Be able to plan and coordinate the tasks in the team

  • Represent the department in User Experience discussions and considerations with stakeholders outside the department

  • Facilitate product development sessions and workshops helping understand root causes and help identify opportunities

  • Give input on Roadmap planning and high-level scoping of UX projects in the pipeline 

Within 6 months

  • You are continuously delivering valuable input and deliverables on strategic projects

  • You have taken ownership of the UX voice in any room around the company

  • You are a valued spearhead of the department and your team members feel comfortable with your leadership

  • The first big discovery project(s) have been concluded and evaluated with team and head of department

  • You feel at home and comfortable with your responsibilities and colleagues

We are a close knit company of 20+ nationalities that like each other outside of work too. Enough to do morning swims, gin tastings, mystery tours, foraging and other social events together.

We offer private health care, a company pension plan, a well equipped kitchen with snacks and coffee and Friday breakfast and Friday bar. As a plus you’ll get a free Donkey bike sharing membership, orchestrated from a nice centrally located office in the heart of Copenhagen, with plenty of opportunities for freedom and remote work.

We believe in individual ownership where everyone contributes to building a better product. Ideas are measured on impact and potential not by who came up with it. We believe work should be fun and rewarding as we spend too much of our time there for it not to be enjoyable and fulfilling. We want to make bikes accessible to everyone and we want them to be used. We measure our success by the amount of trips we generate and how many happy customers return.

Take a ride with us!

Please apply through The Hub

Write a few sentences about why you are interested in the role and provide a link* to your portfolio showing examples of your work in user experience, service design and user research.

* If you do not have an online version of your portfolio, then a link to a file that can be downloaded is also fine, for example via Dropbox , WeTransfer, Google Drive

For more information or questions please contact us at or phone number +45 5223 5998

Perks and benefits

This job comes with several perks and benefits

Flexible working hours
Flexible working hours

Time is precious. Make it count. Morning person or night owl, this job is for you.

Free coffee / tea
Free coffee / tea

Get your caffeine fix to get you started and keep you going.

Near public transit
Near public transit

Easy access and treehugger friendly workplace.

Social gatherings
Social gatherings

Social gatherings and games; hang out with your colleagues.

Free friday beers
Free friday beers

Friday is something special, let's enjoy a beer together.

Central office
Central office

Your local office is your anchor point, thus, we placed it centrally at your convenience.

See all 14 benefits

Working at
Donkey Republic

Donkey Republic is a leading European bike-sharing service provider to cities and riders. The company has more than 20,000 bikes and ebikes in 60+ cities. Leveraging state of the art software (rider ad operator apps), hardware (bikes, ebikes, cargo bikes, stations), and operational capabilities, we make sure cities can provide an attractive, reliable cycling service. Our mission is to create a better city life for everyone by getting more people on the two wheels.

Read more about Donkey Republic

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