Service Designer

As a service designer, you work together with our Product designers, UX researcher and Brand Experience Designer to create the holistic view of the customer and their journey. You act as the ‘experience’ glue between the multiple customer journey squads, but you also build bridges between Design and the rest of the organization. You are responsible for the quality of service and design processes, with the ultimate goal of creating delicious, user-friendly products and services.

In this position and you are responsible for:

• Develop service blueprints and customer journeys that articulate existing and intended service experiences, integrating stakeholder needs, multi-channel touchpoints, and back-end service delivery systems;
• Working at different levels of reliability to test isolated assumptions and holistic service experiences;
• Create and validate user-centric strategies, solutions and experiences, considering usability and appropriate visual and verbal articulation in line with Design Language System and brand guidelines;
• Initiating and leading projects where you use design thinking to improve the efficiency and effectiveness of processes within the organization;
• Managing highly complex projects where you need to provide senior business stakeholders with design thought leadership and actively foster co-creative approaches between Design and other stakeholders.

• Being able to ask the right questions and knowing where to get those answers (data, qualitative & quantitative research, etc);
• Experience with user research methodologies (both generative and evaluative) and knowing when to use which methods and tools to gain customer insights;
• Depending on the project need, you are comfortable changing hats jumping with research tasks, facilitating workshops and designing digital prototypes;
• Proactive, independent and highly persuasive in setting up a task force and activating the team to work on a particular challenge while managing the project from start to finish;
• Enterprising, exceptionally creative and have experience in setting up strategic and tactical design management in complex projects;
• Quickly adapt to different ways of working and support the team accordingly;
• You can use Google Analytics or other data to get the insights, draw the conclusions you need to create solutions to your user problems;
• Demonstrate strong experience in UX/CX/Service projects and a great portfolio to demonstrate this;
• Experience with software such as Figma, or equivalent;
• Speaks and writes good English, Dutch is a big plus;
• A degree from an educational institution in the field of design or a relevant field.