Service Designer

Job description:

At Proximus, we strive to offer our customers a fantastic experience every single day.

That’s why we’re looking for you to help us achieve this ambition. Do you combine strategic business skills, digital expertise, and a passion for customer-centric design?

Then here’s what you’ll do to win our customers’ hearts:

As business & service designer, you have (final) responsibility in conceptualizing new or improving on existing customer journeys). You continuously search for the best fit in terms of customer desirability, technological feasibility, sustainability, and business viability. Besides that, you also design the complete end-2-end customer experience the customer journey?), throughout all our channels & touchpoints. You will help us turn our biggest, wildest ideas into businesses with long-term viability.

You will follow the double diamond or service design methodology to complete your mission. You are the owner of this design process and are ultimately responsible for the 1st diamond: you facilitate all workshops needed to land a fitting value proposition / CX improvement and its execution. You start with investigating existing data & research and when necessary, you organize additional market- and/or customer research to better identify the need and business potential. You also help the initiator to clearly clarify the purpose of the mission and the target group. You look at what other players (telecom & beyond) are already doing on this subject (benchmarking). Only after you brainstorm with the team about possible ideas to shape your customer story. You then create prototypes as quickly as possible that you continuously and iteratively test and adjust with the customer before you deliver a first MVP (minimum viable product) with the team. In the 2nd ‘solution’ part of the double diamond, you finalize the financial business case while other (UX & Product design) colleagues take the lead on further implementation, and your role becomes supportive.

You will be part of a team in the Design chapter area and regularly come together with design colleagues working on other projects to share experiences & best practices.

For your projects, you will be assigned to a multidisciplinary agile project team (squad) in the Omnicare Tribe that puts amongst other focus on the admin, billing and technical journey.

Your objective is to acquire new customers and/or retain them and increase their satisfaction.

You constantly put yourself in the shoes of the customer and are the guardian of the relevancy and consistency along the journey touch points.

Being a designer at heart, you constantly seek for (new) best practices & CX/UX trends that you apply on your projects and share with the other team members.

3 reasons this is a service you can deliver:

You are not afraid to sketch, visualize or bring form to ideas & information in order to concretize & clarify them.

You like working in and driving cross-disciplinary teams towards a common objective, even on challenging assignments.

You are open-minded, embrace change and love exploring new fields within design & strategy.

4 reasons this is not a service to deliver for you:

You feel uncomfortable in ambiguous environments.

You don’t see the benefit in trying, failing, learning & trying again.

You find it difficult to think conceptually, and move between abstract and concrete

You don’t like to dive into numbers, data and/or statistics and interpret them

Profile:

Minimum 2 to 5 years of experience as a business/service designer, UX/CX strategist, innovation consultant or role with demonstrable experience in dealing with a wide range of complex challenges in a ‘human-centered’ way

Experience in applying Design Thinking and creating deliverables such as personas, 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.

You are business-savvy, know how to validate business / market potential and can simulate the value of a solution weighing benefits against costs.

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

Experience with digital collaboration tools such as Fig jam, Miro or Mural and design tools such as Figma, Sketch or Invision

Good visual and verbal communication skills with which you combine empathic listening on the one hand with ability to influence others on the other.

You are capable to integrate strategic priorities into your projects & bring out strategic accents in concepts.

You are used to performing in ambiguity and change, as well as being open to trying tools/concepts/methods for the first time.

You have a hands-on & can-do mentality

You speak fluent English and at least 1 other national language (NL or FR). For sure it is a plus if you have a good knowledge of the three languages.

Nice to have

Experience in Telecom and/or service sector

Knowledge of and/or experience in UX, behavioral design or growth hacking.

Experience with data analytics platforms (such as Qualtrics, MicroStrategy or Tableau)