Lead Service Designer

Roles and responsibilities

As a lead service designer in the ESM team in ABS, you will capture, prioritize and improve the user journeys for our employees globally, across all services and channels. You will make your insights understandable and actionable for the team and collaborate effectively with many different teams to ensure all relevant stakeholders are involved and on-board to implement the desired changes. Furthermore, you will become a member of our cross-sector User Experience & Adoption competence to actively share challenges and best practices with about 70 user experience specialists. This new role is a unique opportunity to make an impact and contribute to the overall user experience strategy for our ABS organization.

In this position, you will:

• Identify the services, related customers/stakeholders and business KPIs in scope of ESM
• Capture the as-is customer journeys and experiences per service and channel, together with the UX researcher of the ServiceNow channel
• Contribute to our persona library, journey map library, and user insights repository
• Prioritize the services based on business value and estimated potential for improvement and support colleagues in implementing service improvements
• Define service blueprints and service improvements together with the stakeholders
• Prototype and usability test service improvement concepts
• Measure and monitor the journeys and experiences, report on experience KPIs and their impact on business KPIs
• Implement an experience data-driven process to enable the team to continuously learn and improve

Education and experience

• Bachelor’s or Master’s degree in an area such as industrial design, human-computer interaction, information science, psychology, or business
• Solid experience with service design
• Solid experience with design thinking facilitation /collaborative design/co-creation
• Solid experience with qualitative and quantitative user research methods

Skills

• Ability to plan work and deliver agreed goals independently
• Ability to collaborate effectively with other disciplines
• Ability to execute and drive results pro-actively
• Ability to balance short- and long-term goals, to compromise and to adapt way of working
• Adaptability and being able to work in rapidly changing conditions
• Fluent in English, verbal and written; proficiency in Dutch is a plus