Service Designer

Decathlon Netherlands has experienced enormous growth in the last 5 years. From 3 to 22 stores, a successful webshop and, since this year, our own fully automated warehouse. We have the ambition to grow even further, with an even stronger focus on our customer. In order to realize this, we are starting an internal Customer Experience team. This team will structurally and structured improve the Customer Experience in order to make even happier customers and thus sports more accessible. That is why we are looking for a Service Designer, who wants to take on this challenge together with CX Insights Analyst and CX manager.

RESPONSIBILITIES:

In your position it is very important that you can listen well and ask further questions in order to understand the core of the issue. In collaboration with the CX Insights Analyst, you map out all insights surrounding the customer experience, and with your creativity you translate this into new opportunities, experiments and solution directions. As a medior you bring 2-4 years of experience in the field of service design and you have completed demonstrably successful projects. With this you can not only give targeted advice to the stakeholders, but also inspire and coach colleagues within Decathlon in working in a customer-oriented way.

You work together with the CX team and your stakeholders on various customer journeys within Decathlon and you know how to match the needs of the customer with the needs of the business. You translate this into customer journey improvements that deliver customer and business value. You help internally coordinate the design process of the planned initiatives. You are able to successfully complete multiple journey improvements, with good results for the customer, but also for the business.

You enjoy organizing and facilitating workshops. You transfer your enthusiasm to the organization and the stakeholder. It is important that you are proactive, enthusiastic, convincing and have tactical insight.

WE WANT TO SEE:

• You have an affinity with sports and recognize yourself in Decathlon’s mission

• A completed university education in service, industrial or interaction design  2-4 years of relevant work experience, preferably at an agency

• A passion for making complex situations / information tangible and insightful
• You are analytical and creative, with empathy and strong communication skills

• Demonstrated experience in applying service design methods such as stakeholder maps, journey maps, service scenarios, service blueprints

• You can proactively advise stakeholders on the right approach to achieve their goals. You take them with you in the way of working.
• You are able to plan, manage and execute service design processes with good stakeholder management