Service Designer

We’re on the search for…

As a Service Designer, you will play a crucial role in enhancing the customer experience of international train travel on a Eurail Pass. You will work closely with cross-functional teams to translate (potential)customer and business goals into best-in-class service concepts across the full customer journey.

You operate at both strategic and tactical levels; by defining service visions, align them with business goals, and outline the long-term roadmap for improving service delivery as well as hands-on, creating service blueprints, concepts, and prototypes that inform development and implementation.

Also, it’s good to know that team has agreed to meet in the office every Thursday and a second day depending on your main stakeholders in current projects, therefore you will be expected to be in the office two days a week to work side by side with your colleagues.

What you’ll be doing

You’ll join the Customer Experience team reporting to the Head of Customer Experience.

You’ll be involved in:

1. Creative Concept Development & Service Blueprinting

• Combine customer insights, business goals and internal competencies and processes into new or improved creative service concepts that are desirable, feasible and viable
• Lead co-creation workshops with stakeholders, users, and cross-functional teams to ideate and design service improvements collaboratively.
• Create service blueprints visualizing the entire (intended) service process including frontstage and elements to map out how a service is delivered, highlighting key touchpoints, actors, systems, and processes across all platforms (digital and physical; web, app, customer service, trains, etc) and to brief how all service elements should interact
• Support the business case development for the concept by providing customer data and service blue print.

2.    Establishing Service Design Methodologies & Ways of Working

• Establish key CX principles; to ensure consistency across the full customer journey considering business goals, brand values, customer analysis, segmentation and personas.
• Advocate for service design principles and customer centric thinking across the organisation, using these approaches to shape strategy, add business value and inform product roadmaps at Eurail. Collaborate with the UX Design team on developing best practices / processes and tools to assist us deliver the best user experience possible (whilst not losing sight of business objectives)

3.    Customer Research & Journey Mapping

• Conduct in-depth research to understand user needs, business processes, and operational issues. This can involve qualitative and quantitative research methods, including user interviews, surveys, and observational studies in close collaboration with the Senior Research Analyst and Customer Journey Analyst and the UX team.
• Analyse and map the entire customer journey end to end, from initial contact to post-service interactions looking beyond individual touchpoints in close cooperation with the Customer Journey Analyst.

What we’re looking for

It’s already a possible match when you share the same mindset as us, being forward-thinking, results-driven, caring and embracing diversity.

In terms of your experience and skills:

• 5+ years of experience in service design methods like customer journey mapping, stakeholder mapping, scenario thinking and service blueprinting
• Previous experience with facilitating workshops with stakeholder groups and subjects
• Experience with qualitative research methodologies, including interviews, usability testing, and surveys.
• Familiarity with design thinking and agile methodologies is highly desirable
• Experience in business case development and project execution is beneficial
• High communication skills with the ability to influence senior stakeholders.
• Native or near-native English proficiency

In addition, it’s extra credit if you have…

• Knowledge of the SAFe framework
• A love of sustainable travel!