Service Designer

As a service designer within the Customer-Oriented Service Delivery Expertise Team at the National Organisation for Development, Digitalisation and Innovation (ODI), you are the driving force behind a modern, people-centric government. You design, improve, and innovate public service delivery from the perspective of citizens, entrepreneurs, professionals, and implementing organisations. You dive into the user experience, investigate how service delivery is truly perceived, and translate these insights into concrete improvements that make a visible difference.

In addition, you operate at the intersection of user, service delivery, policy, implementation, and organizational development. With your service design expertise, you help government organizations take an integrated view of service delivery and improve it structurally. You do this by cleverly combining customer insights, research, design thinking, and change management approaches. In doing so, you achieve sustainable impact: an accessible, effective, and people-oriented government that everyone can count on.

You switch effortlessly between strategy, tactics, and execution. You translate customer needs into concrete solutions that contribute to organizational objectives. Depending on the assignment, you work on improving existing service delivery, designing new, innovative services, or guiding organization-wide change processes in which customer-oriented service delivery is central. In doing so, you make a visible difference for both the organization and society.

A selection of your duties:

• You design and improve people-centered service delivery based on the entire customer journey, across departments, channels, and processes.
• You make customer insights visible (experiences, needs, bottlenecks) and translate these into customer journeys, service blueprints, design principles, and improvement initiatives.
• You connect users, clients, and the organization by linking customer insights to policy, execution, and organizational goals.
• You facilitate co-creation, bring together different perspectives, and support choices that are both valuable to users and feasible for the organization.
• You look ahead to societal and technological developments and develop future scenarios and change approaches to sustainably innovate service delivery.