Senior Service Designer
KPN
In this key role, you’ll ensure that service design is firmly anchored in organizational policy and drive complex programs with high visibility and impact. You’ll integrate customer insights and CX metrics (NPS, CSAT, CES) into decision-making and ensure the quality of customer research. You’re the specialist in discovering, interpreting, and translating customer needs and problems. You ensure we truly understand the core of the challenge before we consider solutions. Your strength lies in conducting in-depth research, analyzing complex situations, and pinpointing the right problem definition. You’re the critical voice in the process, ensuring teams always start with the right customer insight.
- Conducting in-depth customer and problem research: from interviews to data analysis
- Mapping complex customer journeys, frictions and underlying processes
- Leading design thinking sessions, customer journey mappings and stakeholder interviews
- Collaborate with UX designers, Customer Journey Owners, product teams and developers to translate insights into clear problem statements
- Ensuring that customer insight and problem definition are firmly anchored in policy, processes, culture and systems
- Coaching and inspiring colleagues within and outside the design team
You’ll join a team of talented Service and UX designers driven by creativity, craftsmanship, and innovation. Together, we form the beating heart of customer-focused work at KPN. The atmosphere is informal, supportive, and focused on continuous improvement. Besides inspirational sessions and design reviews, we also regularly hit the paddle court for fun and team spirit.
What do
you bring us?
You are empathetic, analytical, curious, and driven to find the question behind the question, always able to think from a customer perspective. You have an unerring sense of what people need and know how to translate this into valuable concepts and usable solutions. You have extensive experience with organization-wide service design issues, are well-versed in CX metrics and research, and know how to coach others and engage them with your vision. You switch effortlessly between LT, teams, and stakeholders and are the ambassador of customer-focused working. You navigate a complex organization smoothly, are a strong facilitator, and dare to challenge teams to stay focused on the problem. You work independently, take responsibility, and actively share your insights and knowledge with the team. To do this successfully, you must have:
- At least 5 years of experience in service design, CX or a related field
- Experience with methodologies such as design thinking, especially in the problem phase (discover & define), customer journey mapping and service blueprinting
- Strong in facilitating workshops, interviews and research projects
- Excellent in visualizing insights (journeys, blueprints, concept flows)
- Strong coaching, connecting and persuasive skills
- HBO/WO work and thinking level and proficiency in Dutch and English
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