Service Designer
Macee
◆Job X-Ray?This information was automatically extracted from the job description. If you notice inaccuracies, please report them below.SeniorExpand ▾
- Location
Utrecht, UT - RemoteNo
- Work Styleonsite
- SenioritySenior
- Experience6+ years
- TypeContract
- SalaryUnspecified
- IndustryAgency / Consultancy
- Departmentcluster travelers
- Posted273w ago
- ExpiresJuly 8, 2021
◆Salary X-Ray?Indicative range based on survey data, not a guarantee for this role.€65kExpand ▾
From the 2026 Salary(+) Report
€65k
median base salary
Based on 79 respondents
senior roles in Netherlands
This is what you will do
You work on the domain service within the Cluster Travelers. In this Cluster we inspire, entice, inform and service travelers in an unambiguous and recognizable way during their entire (digital) customer journey. We want to create an optimal traveler experience by providing valuable service in the form of proactive attention, help and guidance during the entire journey. Do you have an affinity with the traveler and does your heart beat faster for good service? Then we are looking for you!
Within this organization a lot is already known about customer needs and what travelers (want to) experience during their trip. There is a vision on customer experience that guides the commercial strategy. It is widely used in the organization. We are also working on a translation into an integral service strategy. We do this through Human Centered Design. In the past year, a standard sprint methodology and design toolkit was developed and tested. It is the strong desire to grow further in the short term towards a systemic approach to design thinking and data-driven customer journey management. As a service designer you realize this ambition by understanding the customer journey and visualizing it, but especially by involving colleagues in it.
• Involving the organization in customer-oriented thinking and acting.
• Analyzing and visualizing customer journeys from customer and operational data for a good understanding of the opportunities and challenges.
• Determining strategic priorities where customer experience in the door-to-door journey should be improved and steer this.
• Designing the desired total customer journey or partial journeys with service concepts.
• Develop and test service concepts across the entire journey from door to door and with a balanced interpretation of the core needs of travelers.
• Pro-actively contribute to the transition to a customer-centric and fact-based organization together with colleagues.
• Independently pull design sprints and include and coach less experienced colleagues.
• Fact-based working: monitoring and evaluating existing or new services to see whether the desired effect has been achieved on the basis of research and data analyses.
• Implementing customer-oriented actions in the cluster by clarifying and substantiating the customer voice.