Service Designer F/M

WHAT WE OFFER YOU:

• Lead all phases of the service design lifecycle, including user empathy, problem definition, ideation, prototyping and testing, and scaling.
• Ensure a smooth and consistent customer experience at every stage of the journey.
• Prioritize key customer needs and define the use cases we need to address.
• Define and test customer concepts, hypotheses that will lead to complete proposals for customers.
• Design and maintain service blueprints to illustrate the relationships between internal processes, data, systems and people at different touchpoints throughout the customer journey.
• Track CX Test ScoreCard (KPIs).
• Ensure that they are followed up before, during and after the delivery of the program.
• Collaborate with members of multidisciplinary teams and advocate for user-centered service design practices.
• Identify, record, manage and report user risks. Prepare and facilitate ideation sessions.
• Contribute to the test & learning plan.
• Work closely with other service designers, local teams, the Insights team and agencies, UX, Client Services, Merchandising, Sales, Product owners and the users themselves.

WHAT WE ARE LOOKING FOR:

• With a higher education bac +4/5 in Marketing, you have at least 3 years of experience in designing customer journeys and associated services.
• Extensive experience in collaborating and briefing UX, POs and research
• Creative, innovative and positive spirit.
• Good vision and skills in path modeling, understanding of testing principles.
• Problem solving and initiative taking
• Excellent communication, presentation and facilitation skills, . Ability to travel regularly to various central locations and local countries.
• Fluent English