Service Designer

As a service designer within the Customer-Oriented Service Delivery Expertise Team at the National Organisation for Development, Digitalisation and Innovation (ODI), you are the driving force behind a modern, people-centric government. You design, improve, and innovate public service delivery from the perspective of citizens, entrepreneurs, professionals, and implementing organisations. You dive into the user experience, investigate how service delivery is truly perceived, and translate these insights into concrete improvements that make a visible difference.

In addition, you operate at the intersection of user, service delivery, policy, implementation, and organizational development. With your service design expertise, you help government organizations take an integrated view of service delivery and improve it structurally. You do this by cleverly combining customer insights, research, design thinking, and change management approaches. In doing so, you achieve sustainable impact: an accessible, effective, and people-oriented government that everyone can count on.

You switch effortlessly between strategy, tactics, and execution. You translate customer needs into concrete solutions that contribute to organizational objectives. Depending on the assignment, you work on improving existing service delivery, designing new, innovative services, or guiding organization-wide change processes in which customer-oriented service delivery is central. In doing so, you make a visible difference for both the organization and society.

A selection of your duties:

You design and improve people-centered service delivery based on the entire customer journey, across departments, channels, and processes.
You make customer insights visible (experiences, needs, bottlenecks) and translate these into customer journeys, service blueprints, design principles, and improvement initiatives.
You connect users, clients, and the organization by linking customer insights to policy, execution, and organizational goals.
You facilitate co-creation, bring together different perspectives, and support choices that are both valuable to users and feasible for the organization.
You look ahead to societal and technological developments and develop future scenarios and change approaches to sustainably innovate service delivery.

We ask this

You possess a university-level working and thinking level.
You have at least 4 years of experience in a similar role, preferably in designing (government) services.
You are well-versed in service design methodologies and can collaborate effectively with various stakeholders.
You have empathy and can translate complex subject matter into simplicity.
You have the ability to convert abstract concepts into concrete, working prototypes.
You have strong visual communication skills and are good at graphic design.

You will be working here

More about the National Organisation for Organisation of Digitalisation and Innovation
Innovate with Impact is part of the National Organisation for Development, Digitalisation and Innovation of the Ministry of the Interior and Kingdom Relations. The Innovate with Impact brand supports government organisations with innovation challenges, stimulates innovation, and sets complex issues in motion through the deployment of passionate professionals who advise, experiment, provide innovation tools, facilitate, train, and share knowledge. The Innovate with Impact brand is also evolving. The core of current activities is an innovation management training programme. In 2024, activities will be expanded and expanded, and new products and services will be conceived and tested that can be implemented structurally next year.

Innovating with Impact is part of the National Organisation for Development, Digitalisation and Innovation of the Ministry of the Interior and Kingdom Relations. Want to know more about us? Visit our website .

About the National Organisation for Development, Digitalisation and Innovation (Ministry of the Interior and Kingdom Relations)
The National Organisation for Development, Digitalisation and Innovation (ODI) is part of the Ministry of the Interior and Kingdom Relations. We are the interim and consultancy firm of and for the central government. With 700 professionals, we work with our clients on complex societal challenges with a major impact on Dutch society.

You will find us within all ministries, as well as with intergovernmental parties. Our focus is on the digital acceleration of the entire government. Our projects range from policy issues to concrete technological applications: digital resilience, AI, network collaboration, and civil service and digital expertise.

We contribute to a society where people can live, learn, and work together. That is the ambition our colleagues share. Together, we make the government stronger to make a difference for the Netherlands.