Service Design Coach
KBC Bank & Verzekering
What does this vacancy entail?
Leverage your experience in service design and user research to coach teams and contribute to customer-centric innovations within KBC. In this role, you help colleagues strike a balance between customer wishes, the needs of KBC as an organization, and technical possibilities.
You provide support in the early phases of ideas and projects that emerge during workshops and sprints, or you guide transformation teams in response to ad-hoc requests. With objective customer data, evidence-based design, and intense collaboration between roles and teams, you ensure that we make better decisions.
Expect a lot of variety. All topics and ideas related to our digital channels could end up with you; from accounts and payment cards to mobility or housing.
What do we expect from you?
Facilitating & coaching
- You guide and facilitate workshops (co-creation, concept development, prioritization …)
- You connect various roles (UX, business, product, data, policy) and ensure that teams make goal-oriented and customer-centric decisions.
- You maintain the helicopter view, zoom in where necessary, and lead groups without having to be the subject matter expert.
- You actively coach employees in service design tools, research methods, and mindset.
Lead user research end-to-end
- You design and supervise research plans : interviews, surveys, Ulabs, concept tests, data analysis …
- You support teams in determining the right mix of research methods.
- You ensure that decisions are supported by real customer needs.
Customer-oriented design & prototyping
- You help teams quickly become concrete through prototypes, visualizations, and experiments.
- You make customer needs tangible and help translate them into feasible solutions.
Building maturity in the organization
- You strengthen the knowledge and maturity of the Service Design team.
- You help further spread the data-driven approach to product development within the organization.
- Together with other coaches and transformation teams, you strive to further embed service design.
Your strengths?
- You have a bachelor’s or master’s degree and at least 5 years of experience with :
- setting up and analyzing customer research (qualitative or quantitative – both is a bonus)
- setting up sprints & devising an approach for a project
- coaching teams in service design thinking.
- You are familiar with the rapidly changing digital world and effortlessly connect new possibilities to the customers’ living environment.
- With your clear, respectful communication style, you know how to get colleagues in various roles on the same wavelength. You do this fluently in Dutch and English .
- Colleagues quickly get to know you as someone who works systematically and maintains an overview without losing sight of the essence.
- As an experienced professional, you can handle resistance, time pressure, and uncertainty. Even though you are not the subject matter expert within a project yourself, you still manage to get people on board with the narrative.
Job Details
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