ARCHIVED Logistics and supply chain Full Time

Senior Service Designer

PostNL

Your responsibilities:

You conduct customer surveys and analyze CX trends, you translate the results into future and concrete CX for PostNL consumers;
You organize and supervise workshops in order to arrive at the desired input and output;
You develop various service design deliverables such as customer journeys, personas, scenarios and UX prototypes for all channels. This concerns applications, sites, tools, etc.;
You propagate Design Thinking to the rest of the organization, up to a strategic level;
You monitor the omni-channel customer experience after delivery;
You get the best out of collaboration with researchers, product owners, scrum teams, web analysts, channel managers, corporate communication, etc.;

You have a completed HBO or WO education;
You have experience in conducting customer research, service and/or interaction design and guiding workshops and customer journey processes;
You are able to create cross channel designs, develop service ecosystems, do user research and customer journey mapping, etc.;
You have experience with innovative digital services, component thinking and responsive web design;
You create effective collaboration with colleagues from different disciplines to achieve objectives, you know how to connect;
You have strong conceptual and analytical skills, good communication and presentation skills, knowledge of agile working;