Service Designer

Role description:

As a Business & Service Designer, you will be responsible for developing new or improving existing products and services, ensuring they meet the highest standards of desirability (users), feasibility (technology), sustainability, and viability (business). You will follow the “”double diamond”” or service design methodology to complete your mission. This involves owning the design process, facilitating workshops, conducting market and customer research, and creating prototypes that are continuously tested and refined with customers & stakeholders. When there is a user validated value proposition / journey improvement, viability is assessed and the MVP is defined, you hand over to your UX/UI, content & product expert colleagues for further implementation.

Key Responsibilities:

Define & align on the project scope with squad & business stakeholders

Collect and analyse customer data & market insights to validate most critical assumptions

Plan and conduct user research, and convert findings into an actionable report

Translate insights into deliverables such as problem statements, customer archetypes, cross-channel journey maps and service blueprints

Formulate the value proposition & convey complex information by using visual methods

Develop comprehensive business cases outlining financial drivers, needed investments, and 3–5-year forecasts, ensuring alignment with the organization’s strategic goals.

Organize and facilitate co-creation workshops to gain input & alignment with stakeholders throughout the design process

Apply design thinking methodologies & evangelize where needed

Assist squads in refining requirements and support UX colleagues with deliverables like prototypes, wireframes, and user flows.

Share knowledge with and learn from fellow designers

Degree & Experience:

Minimum of 5 years of experience as a business/service designer, UX/CX strategist, innovation consultant, or a similar role. You can demonstrate business and service design experience in various contexts, showcasing an advanced understanding of the nuances required to deliver the best possible work. You know the theory but remain pragmatic, proposing new and customized approaches.

Experience in applying Design Thinking and creating deliverables such as customer archetypes, customer journeys, service blueprints, value propositions, concepts and/or prototypes.

You can plan & execute a complete service design track, including conducting user research (qualitative & quantitative) and translating findings to actionable recommendations.

Business-savvy with the ability to validate business and market potential and simulate the value of a solution by weighing benefits against costs.

Comfortable in facilitating workshops with multidisciplinary project stakeholders to gain input & alignment.

Strong visual and verbal communication skills, combining empathic listening with the ability to influence others.

Capable of integrating strategic priorities into your projects and highlighting strategic accents in concepts.

Able to think conceptually and move seamlessly between abstract and concrete ideas.

If needed, you can successfully coach & direct people.

Skilled in managing difficult stakeholders

Technical skills:

Experience with digital collaboration tools such as Figjam, Miro or Mural

You are not afraid to dive into numbers, data and/or statistics and interpret them

Experience working with data analytics platforms like Qualtrics, MicroStrategy or Tableau is a plus

Attitudes/Behaviour:

Customer-focused with a hands-on, can-do mentality.

Comfortable performing in ambiguity and change, open to trying new tools, concepts, and methods.

Strong conceptual thinker with a growth mindset.

Aware of the latest digital developments, curious, and actively seeking to learn.

Excellent planning and organizational skills, self-sufficient, and analytical.

Languages:

French or Dutch, and English (written and speaking)