What you’re going to do

Decathlon Netherlands has experienced enormous growth over the last 5 years. From 3 to 22 stores, a successful webshop and since last year our own fully automated warehouse. We have the ambition to grow even further, with an even stronger focus on our customers. To achieve this, we started an internal Customer Experience team 1.5 years ago. This team will work systematically and systematically to improve the Customer Experience in order to make even happier customers and thus make sports more accessible. That is why we are looking for a Service Designer who enjoys taking on this challenge together with the rest of the CX team.

Responsibilities

In your role it is very important that you can listen carefully and ask questions to get to the core of the issue. In collaboration with the Customer Insights team, you map all insights surrounding the customer experience, and with your creativity you then translate this into new opportunities, experiments and solutions. As a medior you bring 4-5 years of experience in the field of service design and you have completed demonstrably successful projects. This allows you not only to provide targeted advice to stakeholders, but also to inspire and coach colleagues within Decathlon in customer-oriented work.

You work together with the CX team and your stakeholders on various customer journeys within Decathlon and know how to match the customer’s needs with the needs of the business. You translate this into customer journey improvements that deliver customer and business value. You help to 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. Decathlon is working hard to launch circular business models. You will spend a large part of your time helping the circular team design these propositions and optimize the associated journey.

You enjoy organizing and facilitating workshops. You convey your enthusiasm to the organization and the stakeholder. It is important that you are proactive, enthusiastic, convincing and have tactical insight. You become part of the CX team. This team is committed to making Decathlon even more customer-oriented in a data-driven way. Although your primary task will be to realize customer journey improvements through workshops and experiments, we also expect you to enjoy taking on the challenges that come with setting up a new team and making Decathlon more customer-oriented. If this challenge excites you, we want you! What is expected of you in this role:

• Customer Journey mapping : mapping an existing journey where you identify customer needs and pain points
• Customer Journey design: Defining opportunities, determining solution directions and validating these through prototyping & testing
• Customer/user research: customer interviews, mystery shopping, usability studies and other research methods to better understand customer needs and pain points
• Providing training: We are on a mission to anchor customer focus even more deeply in the organization. That is why we also expect that you can provide training to product teams on how they can also work in a more customer-oriented way.
• Project & Stakeholder Management: We expect you to be able to work independently on projects with stakeholders and to move them forward with healthy project management.

What we expect from you

• You have an affinity with sports and agree with Decathlon’s mission
• A completed university education in service, industrial or interaction design
• 4-5 years of relevant work experience, preferably at an agency
• A passion for making complex situations/information tangible and transparent
• You are analytical and creative, with empathy and strong communication skills
• Demonstrably experienced 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 introduce them to the way of working.
• Able to plan, manage and implement service design processes and good stakeholder management