Service Designer

Introduction

For a leading telecommunications and digital services company, we are looking for an experienced Business & Service Designer.

You will develop new products and services and improve existing ones, balancing customer desirability, technical feasibility, sustainability and business viability. Using service design and Double Diamond methodologies, you will lead the design process from initial research and problem definition through value proposition development, business modelling, prototyping and validation.

Once a value proposition or customer journey improvement has been validated, its viability assessed and the MVP defined, you will hand over the concept to UX/UI, content and product specialists for further implementation.

Responsibilities

• Define and align the project scope with squad members and business stakeholders.
• Collect and analyse customer data and market insights to validate critical assumptions.
• Plan and conduct qualitative and quantitative user research, translating findings into actionable recommendations.
• Develop deliverables such as problem statements, customer archetypes, cross-channel customer journeys and service blueprints.
• Formulate compelling value propositions and communicate complex information through clear visual methods.
• Build comprehensive business cases covering financial drivers, required investments and three-to-five-year forecasts.
• Ensure concepts and recommendations align with the organisation’s strategic and commercial objectives.
• Organise and facilitate co-creation workshops to gather input and build stakeholder alignment throughout the design process.
• Apply and promote Design Thinking and service design methodologies across the organisation.
• Help squads refine their requirements and support UX colleagues with prototypes, wireframes and user flows.
• Share expertise with fellow designers and contribute to the continuous development of the design practice.
• Coach and guide colleagues when required.

Experience & Competences

• At least five years of experience as a Business Designer, Service Designer, UX/CX Strategist, Innovation Consultant or in a comparable position.
• Proven business and service design experience across different organisational or industry contexts.
• Strong command of Design Thinking, Double Diamond and service design methodologies, combined with a pragmatic and tailored approach.
• Experience creating customer archetypes, customer journeys, service blueprints, value propositions, concepts and prototypes.
• Ability to independently plan and execute an end-to-end service design track.
• Experience conducting qualitative and quantitative research and translating insights into concrete recommendations.
• Strong experience building financial business cases, evaluating costs and benefits, and forecasting investment viability over a three-to-five-year period.
• Excellent business acumen and the ability to connect customer needs with strategic and commercial objectives.
• Confident facilitator of workshops involving multidisciplinary stakeholders.
• Strong visual, written and verbal communication skills.
• Empathic listener with the ability to engage, influence and align different stakeholders.
• Able to navigate ambiguity, organisational change and challenging stakeholder relationships.
• Strong conceptual thinker who can move seamlessly between abstract ideas and concrete solutions.
• Customer-focused, analytical and self-sufficient, with excellent planning and organisational skills.
• Hands-on, curious and open to experimenting with new tools, methods and concepts.
• Fluent in English and either Dutch or French, both written and spoken.

Technical skills

• Experience with digital collaboration tools such as FigJam, Miro or Mural.
• Comfortable working with numbers, data and statistics.
• Experience with analytics platforms such as Qualtrics, MicroStrategy or Tableau is considered an asset.

Nice to have

• Experience coaching junior service designers.
• Experience within the telecommunications or broader service sector.
• Knowledge of or experience with UX design, behavioural design or growth hacking.