Service Designer

Your role and work environment

Within the Digital team, the Centre of Expertise (CoE) for Customer Experience (CX) focuses on collecting and analyzing customer insights. Their goal is to drive informed decision-making and foster customer-centric growth. The CoE CX advocates for CX expertise within ING WB, ensuring the development of customer-centric touchpoints and interactions. They design and deliver end-to-end (E2E) customer journeys, leveraging advanced customer data analytics to identify key drivers, root causes, and opportunities. Additionally, the CoE CX captures customer feedback through global CX measurements like NPS, CSAT, Voice of the Customer, and external benchmarks. They also employ service design tools such as journey maps, service blueprints, personas, and prototypes, facilitating workshops to co-create innovative service experiences.

As a Service Designer in the COE CX, you will play a pivotal role in shaping and enhancing the end-to-end client journey within our wholesale banking environment. You will collaborate closely with customer journey experts, product managers, and development teams to create and improve products, applications, websites, and tools that meet the needs and expectations of our clients. Additionally, you will maintain the client journey framework, providing a comprehensive overview of all client journeys and their degree of digitalization.

Your key responsibilities are

• Employ service design methodologies to map and analyse client journeys, identify pain points, and create seamless and engaging client experiences.
• Organize and facilitate design sprints to rapidly prototype and test new ideas, ensuring that solutions are user-centric and aligned with business objectives.
• Create detailed personas and use them to inform design decisions, ensuring that solutions are tailored to the diverse needs of our clients.
• Develop service blueprints that illustrate the relationships between various service components, including user interactions, frontstage and backstage processes, and support systems.
• Maintain and update the client journey framework, providing a comprehensive overview of all client journeys within wholesale banking and assessing their degree of digitalization. Identify opportunities for further digitalization and enhancement.
• Work closely with cross-functional teams, including customer journey experts, product managers, UX/UI designers, and developers, to ensure a cohesive and holistic approach to service design.
• Conduct qualitative and quantitative user research to gain insights into client behaviours, needs, and motivations, and use these insights to inform design decisions.
• Create and test prototypes with UX designers  to validate assumptions and refine solutions based on user feedback.
• Continuously evaluate and improve existing products, applications, websites, and tools to enhance the overall client experience.
• Document design processes, findings, and recommendations clearly and effectively. Communicate design concepts and solutions to stakeholders at all levels.
• Strengthen the ING One Agile Way of Working as a role model while safeguarding the Orange Code.

Key Capabilities/Experience

• Bachelor’s degree in Service Design, Interaction Design, Human-Computer Interaction, or a related field.
• Minimum of 1-5 years of experience in service design, and confidently take responsibility and ownership over large design projects.
• Service design experience within the financial services industry or a wholesale banking environment is a plus.
• Proficiency in service design tools and techniques, including journey mapping, persona creation, and blueprinting.
• Strong facilitation skills, with experience in organizing and leading design sprints.
• Excellent user research skills, with the ability to conduct interviews, surveys, and usability testing.
• Proficiency in design and prototyping tools such as Figma.
• Strong analytical and problem-solving skills, with a user-centric mindset.
• Excellent communication and presentation skills, with the ability to articulate complex ideas clearly and effectively.
• Ability to work collaboratively in a cross-functional team and international environment.
• Develop and support client centricity and drive an outside-in and data-driven mindset within ING WB, along with the rest of the team.
• Preferred qualifications:
  • Experience in wholesale banking or financial services.
  • Familiarity with Agile methodologies and working in Agile teams.
  • Certification in service design, CX or related disciplines.