Service Design

Your work

The Service Design team brings together the full context needed to make our digital experience truly meaningful. As a Researcher, you’ll play a key role in this. With your deep expertise, you’ll lead research within your domain, and your work will be groundbreaking in terms of AI approach and impact. You’ll identify opportunities, initiate targeted initiatives, and make informed decisions that visibly increase Research maturity. You’ll work closely with UX Design and the delivery teams within Customer Digital Engagement—ABN AMRO’s digital engine—to ensure insights are quickly and impactfully incorporated into our products and services. Experience in a similar, multidisciplinary environment is therefore a significant plus.

Furthermore…
• Together with the team, you make Research easier, faster and scalable by applying AI end-to-end (from analysis to validation), redesigning classic user research methodologies and introducing AI-assisted tools & workflows – so that complex issues are solved iteratively and from fresh perspectives.
• You guide projects and ensure a deep understanding of users. From in-depth interviews and shadowing to usability testing and unmoderated tests, you choose the right methodology for each issue.
• You synthesize complex user needs and behavioral patterns into concrete, prioritized actions and clear opportunities that provide direction within your domain. 
• You build multidisciplinary collaborations (with POs, UX, data and business) and ensure a consistent approach.

Working environment

You’ll work within Human Centered Design in a specialized Service Design team that collaborates closely with UX Design, Content Design, and other disciplines. Together, you’ll foster an ecosystem where innovation and collaboration are key, and our expertise reinforces each other. You’ll report to the Lead of the Service Design Specialty Team and the Service Design Manager. Together, you’ll take the next step towards a state-of-the-art Service Design engine.

Your profile

We’re looking for a customer- and colleague-centric colleague with a strong growth and future mindset. You’ll inspire others and elevate your work by seamlessly connecting AI and human insight.

As a Researcher, you have extensive experience with digital design & development, next-level customer experience, service design (and design thinking methodologies), and customer journeys. You’ll also look beyond the obvious: you’ll help our organization develop robust delivery workflows and AI-first design routines. You’ll experiment purposefully, tell the story behind the results (storytelling), and readily facilitate workshops where needed. You bring energy, innovation, and a can-do attitude that makes a lasting impact.

Hard skills
• Completed HBO/WO education.
• A proven track record in responsibly setting up and conducting AI-assisted qualitative and quantitative research, both moderated and unmoderated.
• Demonstrable experience with various forms of experimentation, growth hacking, data analysis, and storytelling.
• Fluent Dutch, good command of English.

Furthermore, you have:
• An innovative mindset.
• A strong understanding of the fields of UX Design, Digital Development, and Content Design.
• An entrepreneurial attitude and a hands-on approach.