Service Designer

Your job in a nutshell

As a Service Designer for our online shopping experience, you’ll ensure that both our colleagues in the E-fulfillment Centers (EFCs) and Hubs, as well as our online customers, receive better service every day. You’ll research, design, and improve the customer journey for everyone involved in online operations. This way, you’ll contribute to a smooth, efficient, and enjoyable experience for colleagues, and reliable and surprisingly enjoyable online service for our customers. 

Your new team

You’ll join the Online Channel Development team, a multidisciplinary team continuously working to optimize our online processes and experience. Together with specialists in operations, IT, logistics, and customer experience, you’ll build the future of online grocery shopping. You’ll be based in Veghel, but you’ll also regularly be found at our EFCs and HUBs, or engaging with customers for insights. 

Who do you work with?

You’ll work closely with a diverse team of colleagues within online operations, from colleagues at the HUBs and EFCs to UX Designers, Product Owners, and developers. Together, you’ll ensure continuous innovation in a dynamic, rapidly growing online environment. 

At Jumbo, we’re committed to offering delicious, affordable, and responsible food for everyone. As a Service Designer, you’ll work towards this daily goal by translating insights from colleagues and customers into solutions that improve processes, remove barriers, and enhance the online customer journey. You’ll research, design, and test innovative concepts that simplify our operations and create a smoother, more enjoyable experience for every customer.

You focus entirely on improving the online employee and customer journey. You: 

• maps the activities, challenges and wishes of EFC and HUB colleagues; 
• examines how customers experience our online service; 
• identifies improvement opportunities within logistics processes, tools, systems and customer contact moments; 
• translates insights into concrete concepts, prototypes and solutions that immediately add value; 
• test ideas together with UX, Product Owners, EFCs, HUBs and customer panels; 
• facilitates workshops to involve teams in employee- and customer-oriented thinking; 
• ensures that both employee and customer needs are central to online decisions. 

In short, you will work on solutions that make work in our online chain easier and more efficient, and give the customer a seamless online shopping experience. 

You’ll be working in the Channel Development department, but you’ll be in daily contact with a broad network of stakeholders. One day you might be working with logistics or operations, the next with our IT teams or Customer Care. Your team consists of seven colleagues, in addition to yourself and your manager, Frank Gerritsen . These include two Product Owners, three Process Managers, a Supply Chain Process Expert, and two Service Designers (you will be one of them).

Who are you?