Service Designer

Within the Customer Contact Strategy program, Routing workflow, we are seeking an experienced Strategic Service Designer. In this role, you will work on complex issues involving the intersection of multiple departments, systems, and interests. You will navigate the highly complex service ecosystem independently, examining existing processes and proposing new, customer-focused approaches. Your focus is on meeting entrepreneurs’ information needs at the right moment in their customer journey, effectively routing them to the most optimal channel.

As a Service Designer with proven impact, you engage stakeholders and engage them in a compelling story. You do this using prototypes and visual tools like the service blueprint and the business model canvas. When are you successful? When you—along with the program team—get the ball rolling within the organization(s), from idea to implementation. In summary, your responsibilities are as follows:

• Problem Definition & Concept Development: Together with colleagues and stakeholders, you’ll analyze problems to understand the needs, expectations, and pain points of entrepreneurs. While the Customer Journey Expert approaches this from a customer perspective, you’ll be able to connect this to how and why business processes work and their impact on service delivery.
• Concept Development & Prototyping: You’ll translate the customer journey into a Service Blueprint to better understand the situation. You’ll develop concepts using visualizations and prototypes, from low to high fidelity, to create tangible results.
• Co-creation & Stakeholder Management: You’ll organize workshops and design thinking sessions with customer journey experts and other stakeholders to develop ideas and build support. You’ll ensure coordination between various teams and colleagues, such as designers, developers, product owners, and business stakeholders.
• Implementation & Optimization: A concept only delivers value when it’s implemented. You support this by ensuring consistency across touchpoints. You monitor metrics so you can effectively evaluate what works and what doesn’t.

What’s your playing field?
You’ll be joining the Experience Design practice group. From this base, you’ll work on the KVK-wide “Customer Contact Strategy” program. This program focuses on ensuring 70 million customer contacts across 15 channels run as smoothly as possible for over 2 million businesses. You’ll collaborate with the program team, Customer Journey experts, and other stakeholders who influence the user experience of the product or service being developed. The practice group is your home base; from there, you’ll move as needed.