Service Designer

The team
As part of WB Transformation Office, the Digital Delivery Management department is pivotal in realizing our digital delivery goals and enhancing client and employee experiences.

Within the Digital department, the Centre of Expertise (CoE) for Client Experience (CX) is dedicated to collecting and analysing client insights to drive informed decision-making and using service design to foster client-centric change. The CoE CX advocates for CX expertise within ING WB, ensuring the development of user-centric touchpoints and interactions. It designs and delivers end-to-end (E2E) client journeys, leveraging advanced analytics to identify key drivers, root causes, and opportunities. Additionally, the CoE CX employs service design tools, including journey maps, service blueprints, personas, and prototypes, and facilitates service design workshops to co-create innovative service experiences.

Roles and responsibilities
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.
• 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.
• Train teams and upskill the organization on customer centricity and design methodologies.

How to succeed
We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

• Bachelor’s degree in Service Design, Interaction Design, Human-Computer Interaction, or a related field.
• Minimum of 3-6 years of experience in service design, with the ability to take responsibility in design projects.
• Experience in B2B environments with multiple users interacting with each other is a must. 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.
• Strong 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.