Service Designer

We are looking for a creative and experienced Service Designer to become part of our Customer Experience team. This role will play a key role in designing and improving customer-centric services and processes and improving customer satisfaction. If you have a passion for analyzing customer needs, mapping customer journeys and creating innovative solutions, we would love to welcome you to our team.

• Identify user needs through qualitative and quantitative research, data analysis, and interactions with target groups
• Design and, in collaboration with the research team, conduct surveys to gain insights that will lead to improved user experiences within Orange products and services
• Transforming research results into actionable design recommendations; collaborating with cross-functional teams including product managers, engineers, marketers, and others to ensure a holistic approach to service design
• Map existing processes and identify pain points that need to be improved
• Creating and redesigning the customer journey at different levels; aligning the customer experience across different channels and products at each stage and step of the customer journey
• Initiating and managing changes aimed at improving service quality and satisfaction of external and internal clients; eliminating pain points identified in any surveys and increasing client satisfaction
• Design and, in collaboration with the research and UX team, test new processes, services or digital solutions that respond to customer needs
• Analysis of measurements and user feedback to measure the success of implemented designs and identify areas for optimization
• Organize and facilitate workshops to engage internal and external teams in creating solutions
• Defining and implementing a service design process that is in line with best practices in the segment
• Experience in service design, CX or product design
• Practical knowledge of methodologies such as design thinking, customer journey mapping and human-centered design
• Ability to visualize and present results
• Ability to facilitate workshops and work across teams
• Creative thinking, problem-solving orientation and ability to empathize with customer needs
• English at communicative level (B2)