Senior Service Designer

What You’ll Do As Senior Service Designer

For this position, we are looking for a senior product designer with previous experience in service design. As a senior product designer you will be a pivotal driver in crafting exceptional customer experiences across our digital platforms. Your role will revolve around designing and optimizing end-to-end service journeys, integrating products, processes, and customer touchpoints seamlessly. Additionally, you will possess a unique ability to leverage internal tooling processes and visualization techniques to frame product problems and empower cross-functional teams to focus on customer-centric solutions. Through your expertise, you will help us achieve outstanding user satisfaction, drive sales, and cement our position as a trailblazer in the ecommerce industry. But you will never be on your own: you can always fall back on team members (the Product Manager, Product Analysts, and Software Engineers), as well as our internal Product Design Community that thrives on sharing knowledge and experiences.

As Service Designer, You Will Be Expected To

• Customer Journey Design: Conceptualize, map, and optimize customer journeys on ecommerce platforms. Understand customer needs and pain points to create intuitive experiences.
• User Research and Problem Framing: Conduct in-depth research and usability studies to identify critical customer pain points and improvement opportunities.
• Service Blueprinting: Create comprehensive blueprints to streamline the end-to-end customer journey and identify enhancement opportunities.
• Collaboration and Team Empowerment: Work closely with cross-functional teams, using visualization techniques to solve customer problems and empower teams.
• Prototyping and Testing: Develop interactive prototypes, conduct user testing, and iterate designs based on feedback and data insights.
• Internal Tooling Processes: Leveraging internal tools and processes to streamline design workflows and improve collaboration. Promoting the use of design systems and frameworks for consistency and efficiency.
• Data Analysis: Utilizing analytics tools and data-driven metrics to measure the effectiveness of service design improvements. Monitoring key performance indicators related to customer satisfaction, conversion rates, and user behavior.

Why you can make the difference?

Because you’re an enthusiastic UX/UI Designer who can easily translate abstract ideas into concrete customer designs. You tackle challenges from a fresh perspective and with clever initiatives. You present your approach cohesively and persuasively. You don’t confuse the team by going off on a million tangents; you inspire team members with clear and concise options. You enjoy discovering new opportunities for the product domain, are perpetually curious, and have an open mind. You are not only a great listener; you are also skilled in the art of pushing back tactfully. And while your track record is already impressive, you are eager to keep growing because there is always room for improvement. Finally, you work well in teams, are wide open to feedback, and enjoy gathering collegial input. If you are the senior designer we’re looking for, we’d love to roll out our patented bol.com blue carpet for you!

3 reasons why this is (not) for you

• – You love the beaten path Pioneering is scary as hell, and the idea of having to develop and promote an overarching product vision is the stuff of nightmares
• – You’re a super-stickler You can’t make choices as long as variables remain unknown: if competitors haven’t already adopted an innovation, it’s probably not worth pursuing
• – Figma is an enigma And it will never be your tool of choice
• + You know the UX roles You bring 4+ years of relevant experience to the table, including 2+ in ‘hardcore’ UX roles
• + You are into B2B applications You love to optimize processes. Adding eye candy is fun and rewarding too, but it takes a back seat to getting the flow just right
• + You initiate, therefore you are You want to take every bull by the horns, cultivate buy-in to the max, and you know what it takes to get (and keep) stakeholders on board