Service Designer

As a Service Designer within the Business Lending domain, you will play an important role in the evolution of our financing journeys for small and large business clients across the Dutch market. You will help uncover customer needs, identify opportunities, align stakeholders and design services that improve both customer and employee experiences.

You understand the needs, motivations and challenges of clients, bankers and internal stakeholders. You use service design methods, customer insights and systems thinking to shape solutions across complex financing journeys. You are comfortable navigating ambiguity, bringing structure to challenges and helping teams move from insights to action.

Practical examples

• Design and improve business lending journeys by identifying customer needs, uncovering opportunities and translating insights into impactful service and product improvements.
• Navigate complex environments by bringing clarity to challenges, helping stakeholders align on priorities and supporting teams in making informed decisions.
• Act as a senior design practitioner within multidisciplinary teams, collaborating closely with colleagues, sharing expertise and contributing to a strong design culture.

Your responsibilities

• Work closely with Domain Leads, Architects, Product Managers, Business Analysts and other stakeholders to translate customer needs and business objectives into effective service solutions.
• Analyze and improve end-to-end customer and employee journeys, balancing customer value, business goals and operational realities.
• Apply service design methods, journey mapping, service blueprinting and systems thinking to identify opportunities and support decision-making.
• Facilitate workshops, align diverse stakeholder groups and build shared understanding across teams with different perspectives and priorities.
• Translate research findings, insights and requirements into clear concepts, visualizations and actionable recommendations.
• Conduct and support user research activities to ensure customer and employee needs are reflected throughout the design process.
• Collaborate closely with UX designers and other disciplines throughout discovery, conceptualization and implementation to deliver cohesive experiences.