Service Designer

As a Senior Service Designer, you are responsible for designing and redesigning complex, end-to-end service delivery within ANWB Energie. This involves not only the visible touchpoints, but specifically the processes, systems, and collaboration behind them across Operations, Customer Service, and IT. You work at a strategic level, translate insights into concrete blueprints and propositions, and serve as the substantive guiding light for product owners, business owners, and management.

• You will redesign ANWB Energie’s service delivery yourself, including the backstage processes and systems at Operations, Customer Service, and IT.
• You translate customer and business issues into service blueprints, new propositions, and redesigned working methods.
• You facilitate co-creation and design thinking with internal teams and partners, and develop and validate innovative service concepts with users.
• You lead large-scale research and design programs within Energy, for example around the energy transition and digitalization.
• You use customer insights and journey analysis as a starting point for redesign, and work closely with the CX capability within Platform that measures and monitors customer journeys.
• You develop roadmaps, align priorities with Platform, IT, Business Owners, and (international) SaaS partners such as Kraken and Deftpower, and assess business value, feasibility, and customer impact.
• You monitor the impact of your redesigns on KPIs such as customer satisfaction, NPS, lead times, and conversion, and steer towards data-driven further development.
• You develop service design standards and quality frameworks within ANWB Energie and provide substantive guidance to mid-level designers as a mentor and sparring partner.