Senior CX/Service Designer

Your role

We are looking for a driven CX / Service designer profile to join our design team to gather holistic and insightful user data. You will providing the foundational information needed to define and evolve our digital solutions across our portfolio of existing and new products for our personal customers and personal advisers in collaboration with business, users, and the development team. As a CX / Service designer you will be contributing to multiple teams, depending on the prioritised product. You will be working closely with our UX team to support them in defining solutions for our digital products. The expectation is that you will have a high-level approach, breaching the gaps between our employees and our users.

You will have the following responsibilities:

• Be the voice of the users.
• Identifying needs, pains, wants and satisfaction levels and gaps of both our user segments: customers and employees
• Collaborating with design stakeholders on analyzing and interpreting user insights, and facilitating potential solutions for either customer or internal facing tools
• Supporting the ideation process by testing prototypes; supporting the UX team with facilitating usability tests when needed.
• Taking a holistic approach when interpreting your findings, being aware of the multiple channels that could be influenced – in collaboration with UX designers and business stakeholders.
• Provide relevant and understandable data and actively work towards aligning user findings with suggested solutions streaming from strategies and business initiatives.
• Document and update your findings, making them available for all stakeholders.
• Collaborate across departments to ensure cohesive solutions are delivered and findings are aligned and combined with other solution areas.
• Analyse from a user perspective suggested potential future tools in order to support the decision making process (eg. CRM systems)

Requirements:

• 4+ year’s experience as service designer or similar user research specialist
• Extensive experience in gathering and interpreting user experience, insights and perceptions
• Self-driven and passionate about the user needs and logical, intuitive and interconnected solutions.
• Empathetic, with a customer-centric approach.
• Values and actively works towards unified solutions that serve and delight the customer
• Solid communication skills to present insights and concepts in a simple way to obtain stakeholder buy-in
• Motivated and team-oriented person, who brings positive energy to the work environment

We see you as someone who brings experience and a solid toolbox with-in the area of design of IT solutions, business analysis and customer experience. You are eager to learn, collaborate and enjoy taking initiatives and are comfortable with the responsibility that follows.

Most importantly, you are proactive and proficient at working closely with diverse teams. You actively take ownership and deliver tasks through to a completion.