Service Designer

Job description

The CJIB provides high-quality services to citizens and businesses. By joining forces with other government organizations, we aim to make collecting money from citizens even more personalized. This will contribute to reducing debt problems.  

Clustering National Collections 
With the Clustering National Collections (CRI) program, we are taking the next step in collaboration between government organizations, such as the Tax and Customs Administration, municipalities, the Education Executive Agency (DUO), and the Central Administration Office (CAK). We are developing concrete services such as My Payment Overview and the National Payment Scheme. My Payment Overview is a (digital) overview where citizens can view their outstanding payment obligations with various government organizations in one place. The National Payment Scheme allows citizens to bundle multiple government debts into a single, joint payment scheme with a single monthly amount. The goal: to provide citizens and their representatives with a single, unified face for collection and debt collection.
As a Service Designer, you will help design these joint services in a user-friendly, implementable, and legally sound manner, with a focus on citizens with payment problems.

Sianne van Rhee (Program Manager) explains:
“The government’s role as a creditor is always twofold. On the one hand, we must do justice to taxpayers and ensure that anyone who owes the government actually meets their debt. On the other hand, we must work to prevent debt or debt accumulation by collecting and recovering debts in a socially responsible manner. As organizations, we must take action together in this regard, especially now that more and more people are at risk of financial hardship!” 

What will you be doing?
You’ll contribute to connecting government agencies to CRI services, focusing on the Central Government Payment Scheme. As a service designer, you’ll help facilitate collaboration with various stakeholders to bring together diverse perspectives and ideas: consider the experiences of (intended) users with debt, policy issues, IT possibilities, organizational matters, and societal interests. You’ll help develop working methods and, together with the team, organize workshops to develop user-focused designs.

You’ll develop concrete solutions using tools like service blueprints, prototypes, and other service design methodologies. You’ll quickly develop ideas into sketches and prototypes, for example, for legal issues. Prototyping connects citizens’ experiences with organizational and legal aspects, clarifying choices and consequences. You’ll also organize prototype testing with users and ensure their feedback is incorporated into the design process. You’ll conduct user research independently or in collaboration with others.

You work iteratively and can effectively explain the added value of this. You’re hands-on, take initiative in your work, and proactively turn ideas into tangible results. Visual communication is your strength, and you can also develop this graphically. You’re able to both focus on details and see the bigger picture, and you’re capable of working reflectively.

Job requirements

Who are we looking for?
We’re looking for an inquisitive service designer who enjoys working in a complex and socially relevant field. 

We would like to see the following in your profile:

• You have a university working and thinking level, with at least an HBO diploma in e.g. Communication & Multimedia Design;
• You have at least 2 years of experience, preferably in designing (government) services;
• You are well versed in service design working methods and can collaborate effectively with various stakeholders;
• You have the ability to translate abstract concepts into concrete, working prototypes;
• You have strong visual communication skills.