Senior Service Designer

PostNL wants to accelerate its transformation into the most efficient & innovative eCommerce logistics & postal service provider in the Benelux, driven by data, seamlessly integrated with our customers, together ensuring a unique customer experience. A customer experience that should lead to PostNL being seen as the preferred delivery person for both our business and consumer customers.

By focusing more on the customer experience of consumers, PostNL wants to maintain and expand its current leading position. As a Senior Service Designer within the Consumer department, you develop, concretize and visualize PostNL’s Customer Experience (CX) vision aimed at consumers, with the aim of optimizing the consumer experience. You do this PostNL-wide (post and parcels, national and international) and across all channels. You work on the redesign of the prioritized various journeys. You will work in a journey factory team that consists of cross functional roles and works agile to achieve results.

Your role in this is crucial, since the journey team starts with the customer. What are your activities, among others?

• You conduct customer surveys and analyze CX trends, translate the results into future and concrete redesign for various PostNL consumer journeys;
• You organize and supervise workshops in order to achieve the desired input and output;
• You develop various service design deliverables such as customer journeys, personas, scenarios, service blueprints and 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 get the best out of working with researchers, journey owners, business analysts, scrum masters, channel leads, etc.