Service Designer

ING’s strategy is focused on providing an excellent service to their customers and having a stable growth with strong profitability. One of our strengths is on easiness and add value digital services for our customers. Therefore, we seek decisive and enthusiastic people who want to work in one of the leading digital financial institutions worldwide, recognized for offering its customers the market’s most innovative financial products.

We are looking for a creative, motivated and strategic digital problem solver to join our Customer Obsession & Innovation CoE. We aim to unfold the digital experiences that meet and exceed our customers’ needs and aspirations.

The successful applicant will tackle the most challenging and transversal problems within ING’s business units. You are a technology-savvy and inspirational T-shape skill set l with robust design and business understanding. You will collaborate with future thinkers, researchers, designers, data analysts, business and IT teams to solve business challenges that are worth solving for our customers.

What are we looking for?

For us, several things characterize our service designers:

They are a master of:

Service design tools and processes (e.g. stakeholder mapping, persona, customer journey mapping, service blueprints)

Designing new or enhancing current products, services, business models and customers experiences that address a variety of customer challenges and segments.

Thrives on support evidence-based decisions. Quantify opportunities, customer segments and their willing to acquire different services or feature.

Using a range of design tools in the fuzzy front end, scoping the project challenge, understanding current situation, user problem definition, concept development and outlining minimum viable service.

Bringing concepts to life through quick and dirty prototyping (e.g. wireframes and visual design for experiments or MVPs).

Ensuring the validation of new offerings, at different stages in order to gather feedback to improve concepts.

Coaching sponsors and teams to run ING’s proprietary innovation methodology and associated decision gates.

Storytelling. They will need to be convincing and effective in front of our stakeholders and project teams.

They know about:

Analysing behaviours and pattern recognition. They work with customers and data analysts to ask the right questions and assess their potential for impact.

Rocking figures and insights to measure the found customer problem and the proposed solution.

Understanding business priorities and defining solutions that best meet the interests of customers and the business, considering the current situation and its evolution.

Outlining customer segments regarding quantitative and qualitative information.

Being efficient, delivering solutions that provide maximum value with minimum effort, ensuring reusability and consistency.

Empathizing with customers and analysing customer needs to realize explicit assumptions and hypothesis on the best business and technology solutions.

Effectively communicating and presenting insights and recommendations to stakeholders within the organization.

Translating future services or solutions into a set of clear deliverables.

Produce high-end visual materials to display results in workshops or project meetings.

Applying a variety of tools and technologies (e.g. digital or paper prototypes, online or in-person behavioural analysis, qualitative interviews or quantitative surveys) to design, test and measure experiments.

They are:

Thrived in uncertainty.

Not afraid to challenge team to experiment out of the comfort zone

Resilience and customer focused

Team players

Proactive

Visual thinkers

Keen on learning what makes people tick.

Aware of trends affecting innovation.

Business savvy

Familiar with Lean Start-up, Design thinking and Agile Scrum

Clear communications skills (written and oral)

Excellent oral and written English skills

They have worked in:

Master or bachelor degree with a minimum of 5 years of working experience.

A degree in relevant fields such as Service Design, Product Design, Human-Computer Interaction or Behavioural Psychology would be a plus.

Digital companies with big challenges related to transformation or disrupting the customer experience.

Navigate multidisciplinary teams along with the human-centric design, lean start up and growth hacking process.

An international environment.

Within an agile organization and inspiration to continue working in this matter.

A validated portfolio of delivered prototypes/design/initiatives.