Service Designer

How would you help us to design products & services that our customers really want?

Our company has millions of customers, which is great. But those customers (and our potential customers) are getting used to high digital standards, as they ‘Netflix’ in their sofas, ‘Waze’ their road, ‘Spotify’ their music and ‘Bol.com’ their Christmas presents. We have the ambition to be as delightful as these well-known services. Every single day.

That’s why we are looking for you to realize these ambitions. Does this sound like music to your ears? Do you combine strategic business skills, digital savviness & a beating heart for user-centric design? Then this is what you will do to help us become more customer centric in our day-2-day activities:

• As a business & service designer, you have (final) responsibility in developing new or improving on existing products & services (‘the customer story’). 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 story’), 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 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. 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, other (UX & Product design) colleagues take the lead and your role becomes supportive.

• You will be part of a competence chapter on business & service design, that aims to embed human-centric design in all day-2-day activities of the consumer & enterprise business units. You share your knowledge and experience during team meetings, to help your colleagues further grow on the one hand, but to continuously learn and grow yourself.

• As a designer you will be assigned to a multidisciplinary agile project team (squad) in one of the company’s ‘Tribes’.

• Your objective is not only to acquire new customers, but also to retain them and increase their satisfaction.

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

• You constantly put yourself in the shoes of the customer and are the guardian of consistency along the journey touchpoints, being supported and supporting your teammates who are confronted with similar challenges.

• You will be part of the Business & Service design chapter, a team at the heart of the brand-new Design Division alongside UX, UI, Product & Content design.

3 Reasons This Is a Job For You

• You like starting from a blank page to give form to new products & services, processes & user experiences, or to redesign an existing customer journey.

• 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 digital experiences & marketing.

4 Reasons This Is Not a Job For You

• You can only function if every day of the week is nicely pre-defined.

• You have never heard about squads, agile ways of working & multidisciplinary teams.

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

• You find it difficult to think out of the box and/or the challenge others

Profile

Must haves

• Minimum 3, ideally 5 years of experience as a business/service designer or UX/CX strategist with demonstrable experience in dealing with a wide range of complex problems in a ‘human-centered’ way

• Expert in applying Design Thinking and delivering deliverables such as personas, customer journeys, service blueprints, value propositions, concepts and prototypes.

• You are able to independently lead and deliver a complete service design track, including conducting customer/user research (qualitative & quantitative) that concludes with clear insights and constructive recommendations.

• Confident in facilitating workshops to find solutions together with stakeholders from all levels

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

• Excellent visual and verbal communication skills with which you can combine the skill of empathic listening on the one hand with the skill of convincing others on the other.

• You excel in conceptual design & strategic thinking

• 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). Of course it is a plus if you have a good knowledge of the three languages.

Nice to haves

• Able to engage and inspire different stakeholders in a story

• Experience in coaching junior service designers

• Experience in Telecom and/or service sector

• Experience with business cases

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

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