About Axel Hermes
Profile
Axel is passionate about... digital service, trends, customer engagement, customer loyalty, qualitative research, cultural change, service vision, employee experience, knowledge transfer, feedback culture, storytelling, service strategies, methodology, concept validation, customer experience, Double Diamond, economic return, digital transformation, organisational change, multi-channel, service implementation, business design, AI, future scenario and service roadmap
Valtech,
Lead Experience Strategist
I’m a strategic designer and transformation consultant working at the intersection of Service Design, digital product development, and business transformation. With over 25 years of experience in the human centred digital space, I help organisations navigate complexity and turn human insights into scalable, value-creating solutions.
In my current role as Lead Experience Strategist at Valtech, a global leader in digital transformation, I work closely with cross-functional teams and key-decision makers to guide strategic initiatives to reimagine products, services, and customer relationships — from early discovery to go-to-market execution.
Within the Service Design Network, I’m particularly interested in advancing the role of Service Design as a strategic capability — not just to improve touchpoints, but to redefine value creation across organizations.
To me, service design means...
My core belief: Service Design is a critical lever to align digital products, services, and organizations around real human needs. Whether shaping new value propositions, designing seamless customer experiences, or rethinking internal processes, I focus on creating end-to-end service ecosystems that deliver measurable outcomes for both users and businesses.
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