Service Designer

As a CX Service Designer at AS Watson, you’ll work at the intersection of creativity, strategy, and customer focus. You’ll translate customer insights into solutions that improve and future-proof our customer journeys—both online and offline. As part of the customer experience team, you’ll shape Customer Experience Management within AS Watson. You’re not afraid of pioneering and enjoy the challenge of bringing coherence to a complex environment with multiple channels, touchpoints, and brands.

Our team’s goal? To improve the entire customer journey—end to end—across departments and channels, based on data and customer research. This way, we build a valuable, consistent customer experience that leads to more loyal customers and a stronger brand position for Kruidvat and Trekpleister, among others.Your work will have a direct impact on the millions of Kruidvat and Trekpleister customers. 

Think, for example, of redesigning service processes based on customer feedback, achieving a consistent experience across all categories on our digital and physical channels, or exploring new technologies to innovate the customer experience. Everything you design contributes to a valuable, consistent, and recognizable brand experience.

What will you do as a CX Service Designer?

• Facilitate design sprints: You organize and lead design sprints to quickly prototype and test customer-focused ideas – from frontstage to backstage.
• Building & Testing Prototypes: You develop conceptual solutions and validate assumptions based on feedback from qualitative and quantitative customer research.
• Customer journey maps and service blueprints: You gain insight by mapping customer journeys and service blueprints and using these to improve processes and customer experience in a coherent manner.
• Leveraging customer insights: You’ll conduct research together with the Insights team and translate customer behavior, needs, and motivations into actionable designs.
• Collaboration: You will work closely with customer journey marketers, UX/UI designers, insights, marketing excellence, and product/service design.

This is what you get in return

• A competitive salary! You’ll start at between €5,700 and €7,200 gross per month, depending on your experience (based on a full-time, 40-hour workweek).
• 30 vacation days. Prefer more free time or extra money? Buy or sell vacation days.
• An exceptional number of opportunities for growth and personal development. Through our own AS Watson Academy, you have access to a wide range of training courses. At AS Watson, you never stand still!
• Excellent work-from-home options. Hybrid working is commonplace with us and always takes place in consultation.
• Even more exceptional benefits: staff discounts at Kruidvat, Trekpleister and ICI PARIS XL, and Benefits at Work, a site with offers and discounts at numerous stores, online shops, amusement parks and more.

This is you

• You have a higher professional education (HBO/WO) work and thinking level, preferably in design, communication or marketing.
• You have 5–7 years of experience in retail or e-commerce in a similar position.
• You are experienced with service design, design thinking and multidisciplinary collaboration.
• You know how to develop and validate customer journeys and service blueprints.
• You are strong in interpreting customer data and translating it into concrete solutions.