Service Designer

At KdG we put the student first . As a Service Designer you are ultimately responsible for designing and continuously improving the student-oriented services within KdG. You ensure that the student journey is coherent, inclusive and future-oriented. You do not determine the priorities within the student journey alone, but in consultation with the steering group, which acts as a strategic sounding board and provides direction to the choices based on impact, feasibility and the broader objectives of KdG.

As a Service Designer, you play a key role in designing and optimizing the entire student journey – from first contact to alumnus . You work together with services, educational groups and KdG Academy to create a seamless, accessible and user-friendly experience . In doing so, you know how to translate complex challenges such as ICT architecture and regulations into smart, feasible solutions that really make a difference for our students .

What exactly do you do?

• You research and analyze the needs and expectations of students through qualitative and quantitative user research .
• You visualize, document insights and processes using service journeys, service blueprints and other tools.
• You design and test concepts and prototypes and work on these further to concrete improvements.
• You translate insights with process experts into optimized services
• You facilitate workshops, co-creation and brainstorming sessions with various stakeholders: you know how to draw up a script and use different working methods to achieve the desired results.
• You supervise projects with a strong user focus and advise on the implementation of new systems.
• You ensure seamless integration of digital and physical processes.
• You coach colleagues in applying design thinking and agile methodologies in process optimization and management .

You work on campus South. You report to Heleen Francken, program leader Support Services.

What is your profile?

• You have extensive experience in service design or product development in a service context (preferably within a complex organization such as education).
• Leadership and/or experience in UX design is a plus.
• Project management skills: experience in leading (complex) projects, incl. stakeholder management
• You master tools and methodologies such as journey mapping, service blueprints, prototyping and user testing.
• You think analytically, are creative, solution-oriented and think in possibilities.
• You know how to set priorities and break down major challenges into manageable steps.
• You communicate fluently, enjoy working together and build bridges between different stakeholders
• You are empathetic and really listen to students and colleagues.

Furthermore, you have a master’s degree or equivalent experience [1] .