Service Designer

Role Description:

Proximus is on a strategic journey to position Proximus+ app as the trusted omnichannel hub for our customers. In our Ecosystem Design Chapter, we are seeking a Business & Service Designer to guide the positioning of our Proximus+ app in the omnichannel experience, seamlessly connecting digital and human touchpoints across channels (app, web, chatbot, shops and call center).

In this role, you will work at the intersection of business design, service design, and customer experience, shaping how customers interact with our brand through the app and ensuring our contact strategy reflects our ambition to simplify, personalize, and strengthen customer relationships.

Key Responsibilities:

Design and implement the new contact strategy, ensuring the app becomes the preferred and most efficient touchpoint for customers.

Collaborate with business stakeholders across different tribes to identify and validate value creation opportunities, balancing customer needs, business goals, and technical feasibility.

Frame strategic design questions and translate insights into actionable strategic narratives, roadmaps, and propositions.

Facilitate co-creation and decision-making through workshops and visual storytelling that bring clarity to complex challenges.

Support leadership in defining success metrics and business impact, linking design outcomes to business performance and customer value.

Organize and facilitate workshops to gain input & alignment with stakeholders across different tribes between app strategy, product vision, and customer engagement strategy.

Degree & Experience:

Minimum of 5 years of experience as a business/service designer, UX/CX strategist, innovation consultant, or a similar role. You can demonstrate business and service design experience in various contexts, showcasing an advanced understanding of the nuances required to deliver the best possible work. You know the theory but remain pragmatic, proposing new and customized approaches.

Experience in applying Design Thinking and creating deliverables such as customer archetypes, customer journeys, service blueprints, value propositions, concepts and/or prototypes.

Able to think conceptually and move seamlessly between abstract and concrete ideas.

If needed, you can successfully coach & guide people.

Strong business acumen, always striving to have a good understanding how an organization works and what the business goals are to frame communication & concepts for maximum business impact.

Comfortable in facilitating workshops with multidisciplinary project stakeholders to gain input & alignment.

Strong visual and verbal communication skills, combining empathic listening with the ability to influence others.

Strong ability to think systemically and strategically, with an understanding of both customer and business dynamics.

Strategic mindset with experience in consulting or strategic roles, capable of crafting actionable strategies and orchestrating their implementation across teams and functions.

Experience in positioning digital products or services, defining value propositions, and shaping strategic roadmaps.

Experience in elaborating contact strategy and positioning a new channel of communication is a plus

Ability to connect the dots between customer journeys, business objectives, and organizational processes.

Skilled in facilitating cross-functional collaboration, influencing stakeholders, and communicating complex ideas clearly.

Familiarity with telecom, app ecosystems, or multi-channel service environments is a strong plus.

Technical skills:

Experience with digital collaboration tools such as Fig jam, Miro or Mural

Comfortable analyzing data, KPI’s and feasibility constraints

Attitudes/Behavior:

Customer-focused with a hands-on, can-do mentality.

Comfortable performing in ambiguity and change, open to trying new tools, concepts, and methods to move from strategy to delivery easily

Strong communicator, conceptual thinker and skilled facilitator

Aware of the latest digital developments, curious, and actively seeking to learn.

Excellent planning and organizational skills, self-sufficient, and analytical.

Languages:

French or Dutch, and English (written and spoken)

Nice to haves:

Ability to engage and inspire different stakeholders.

Experience in coaching product or design teams.

Knowledge of and/or experience in UX, behavioral design, or growth hacking.

Familiarity with AI-powered products or assistants.