Service Designer

What will your role be?

We are looking for a creative and experienced Service Designer to join our Customer Experience team.

This role will play a key part in designing and improving customer-oriented services and processes, with the goal of enhancing customer satisfaction.

If you have a passion for analyzing customer needs, mapping customer journeys, and creating innovative solutions, we’d be happy to welcome you to our team.

Your responsibilities will include:

• Designing and conducting research together with the research team to gain insights that improve user experiences across Orange products and services.
• Identifying user needs based on qualitative and quantitative research, data analysis, and interactions with target groups.
• Transforming research findings into practical recommendations; collaborating with cross-functional teams including product managers, engineers, marketers, and others to ensure a holistic approach to service design.
• Mapping existing processes and identifying pain points that need improvement.
• Creating and redesigning customer journeys at different levels; aligning customer experiences across channels and products throughout all phases of the journey.
• Initiating and managing changes aimed at improving service quality and satisfaction for both external and internal customers; eliminating pain points and boosting customer satisfaction.
• Designing and testing new processes, services, or digital solutions together with the research and UX teams to respond to customer needs.
• Analyzing metrics and user feedback to measure the success of implemented solutions and identify areas for optimization.
• Organizing and facilitating workshops to engage internal and external teams in solution development.
• Defining and implementing a service design process aligned with best practices in the industry.

Who are we looking for?

• At least 2 years of experience in service design and customer experience (CX).
• Practical knowledge of methodologies such as Design Thinking, Customer Journey Mapping, and Human-Centered Design.
• Ability to communicate effectively and clearly present arguments and recommendations in simple language.
• Strong sense for visual information design and storytelling; presentation skills.
• Ability to facilitate workshops and work across teams.
• Creative thinking, problem-solving orientation, and empathy for customer needs.
• English at a communicative level (B2).
• University degree.