Service Designer

Together with stakeholders, you develop ideas stemming from sessions you organize based on customer journeys. With colleagues, you visualize possibilities and build support for innovative service concepts that impact organizational processes. You do this in co-creation with government partners, implementing organizations, and entrepreneurs. You work iteratively: short sprints, user testing, and adjusting based on feedback. Starting from a clearly defined idea, you map out various solution directions. You design end-to-end across organizational boundaries and make choices that are evidence-based and practically feasible. The result: validated designs that can be implemented immediately, and visible improvements for entrepreneurs.

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

• Sharpening Problem Statements & Concept Development : Together with Customer Journey experts, you will unravel problems to gain a grasp of the needs, expectations, and pain points of entrepreneurs. While the Customer Journey expert does this from a customer perspective, you link this to business processes and their impact on service delivery.
• Prototyping : You develop concepts using visualizations and prototypes (low to high fidelity) to create tangibility.
• Co-creation & Stakeholder management : You organize workshops and design thinking sessions to develop ideas and build support. You ensure alignment between different teams and stakeholders.
• Implementation & Optimization : You support implementation by ensuring coherence between touchpoints. You monitor measurements so that you can effectively evaluate what works and what doesn’t.

What playing field will you be entering?
You will land in the Experience Design practice. From this home base, you will work within the Life Events program (part of Information & Advice). We focus on everything entrepreneurs need regarding themes such as starting your own business, closing it down, the death of an entrepreneur, or doing business during difficult times. You will work with the program team, Customer Journey experts, and other stakeholders who influence the user experience.