Senior Service Designer

What we count on you for:

• You make the critical breakpoints of the B2B customer journey and internal operations visible
• As an independent professional partner, you will be involved in key enterprise initiatives
• You structure and visualize the critical points of the customer journey and operations
• You make development suggestions that improve both the customer experience and internal operations

Your main tasks:

• Mapping, analyzing, designing or redesigning B2B service journeys
• Creating end-to-end service journeys and service blueprints, coordinating frontstage and backstage elements, collaborating with process designer colleagues
• Participation in customer and stakeholder research, interviews, and analysis
• Implementing UX aspects in the design of digital touchpoints, in close collaboration with UX/UI, product and development teams
• Structuring and translating complex problems into feasible service concepts
• Identify opportunities to improve customer experience, operational efficiency, and service quality
• Close collaboration with product, sales, process, campaign and IT teams
• Using service design tools and approaches from discovery to implementation support
• Developing solution concepts that are both desirable to the customer, feasible for the organization, and commercially valuable
• Developing proposals for priorities and development directions
• Validate, iterate and track the impact of designed solutions using relevant metrics
• Evangelizing service design thinking within the organization, as a professional partner