Service Designer

Your main role is to develop a wide variety of customer experience projects, both digital and IRL. You will combine research-driven methodologies with an empathetic and creative approach.

You will employ design thinking and work on experience, service and journey solutions for national and international clients.

You will work in the Customer Experience Team within the Strategy department, and work together with strategic planning, creatives, designers and client services.

You are driven by curiosity. You want to learn the latest gardening trends, you deep-dive into the psychological effects of the latest cancer treatments and you suddenly know all about the eating habits of people between 40 and 50. All of this fascinates you.

KEY RESPONSIBILITIES:

• Work on experience design and service design projects for several national and international clients.
• You can conduct qualitative user research to find relevant insights. You know how to read and interpret existing client research while also hunting for additional data sources to generate extra insights.
• Present and discuss customer experience, service design and communication strategies and key insights in meetings with clients.
• Develop personae, customer journeys, value propositions, business models, technology maps, customer experience strategies and user experiences (concept wireframes and mock-ups).
• Work closely with strategic planning, account management and creative teams to brainstorm ideas and ensure each creative approach is on strategy.
• Keep an eye on cultural and social trends relevant to the business, and ensure the strategy is relevant to local consumers.
• Keep up-to-date with our audience’s preferences and proactively suggest new solutions. Inspire colleagues and clients with the latest trends (cultural, technological, case studies, market evolutions, etc.).

REQUIRED SKILLS:

• Comprehensive understanding of customer experience strategy, brand strategy, digital strategy, marketing, design thinking and service design.
• Is experienced in developing customer experience and creative strategies, persona development and journey mapping. Experience with strategic user experience design, and the ability to develop conceptual wireframes and mock-ups.
• You can conduct qualitative and design research, depth interviews, observation and shadowing.
• You possess strong analytical skills. You can understand and interpret research and data. You are able to incorporate these results into strategies and creative briefs.
• Strong client-facing skills and the ability to present ideas clearly and concisely to diverse audiences
• Successful track-record of managing multiple client assignments simultaneously.
• Excellent oral and written communication skills.
• Fluent in Dutch or French, and English.

REQUIRED COMPETENCIES:

• Clear communicator
• Self-starter
• Focused on collaboration and idea sharing
• Builds to consensus
• Fair and respectful
• Active listener
• Open to people and new ideas
• Pursues personal growth by embracing challenges

REQUIRED QUALIFICATIONS:

• At least 1 years experience in a similar role.
• Over 3 years’ relevant experience in customer experience design, service design or marketing strategy.