Service Designer

With your knowledge and experience in the field of service design, you know better than anyone how you can get the organization to think and work from the customer’s perspective. You will work in a multidisciplinary team to ensure a barrier-free journey for all our business travelers, from door to door.

That is why you want to work as a Service Designer at NS

• You make an important contribution to providing insight into various business micro journeys and subsequently optimizing them.   
  • This includes the process of becoming a customer (online or through an advisor), ordering extra NS Business Cards or changing subscriptions. But also finding answers to frequently asked questions as easily as possible. Focus is on digital self-service.
• You will have plenty of opportunity to use your expertise to inspire and guide your colleagues within the business domain and thus achieve results together.
• You work closely with colleagues in a multidisciplinary team (data and content) who, together with you, really want to make a difference for NS’s digital ambitions.
• We have a close-knit group of service designers within NS who do a lot together, follow workshops and training courses, exchange knowledge and also have drinks regularly.

This is what you will do as a Service Designer

You will work at the Business Cluster in the Customer Journey Team. This new team is responsible for designing, validating and realizing improved journeys for business customers and prospects across all touchpoints.

The team determines which micro journeys to scrutinize on a quarterly basis based on data and customer feedback. The journeys are mapped and further optimized based on the insights. The aim is to make all micro journeys a little better, more user-friendly and more effective every day.

Important KPIs are the Customer Performance Index, which indicates how satisfied visitors are with the NS Zakelijk website. And the percentage of customer contacts in business customer service that we want to reduce as much as possible. It is your job as a Service Designer to provide insight into journeys and, together with the team, to make proposals to improve them.

As an expert, you are able to focus on the macro journey, based on data and customer feedback, and develop ideal micro journeys, together with the other specialists in your team.

This is where you will work

You will work at the dynamic organizational unit ComIT, an abbreviation of Commerce and IT. At ComIT we work agile and data-driven towards our goals. Continuous learning, development and improvement to help the traveler in his choices is why we get out of bed energetic.

The Business Cluster is a department within ComIT and focuses on growing market share in the business market, increasing transport revenues and creating happy customers. We do this by offering two important products: the NS Business Card and NS Go, with which we offer companies convenience and peace of mind.

The Customer Journey Team is a multidisciplinary team responsible for continuously optimizing the customer journey of the business customer across all touchpoints. In particular, the business website, e-mail communication, the business portal and the NS app are important touchpoints where we can make a difference.

These are the job requirements

In order to perform your job properly, you must bring:

• Minimum HBO working and thinking level;
• You have at least 5 years of relevant work experience, preferably in the mobility sector and/or e-commerce;
• You have extensive experience in the methods of Human Centered Design & Design Thinking;
• You have experience in qualitative & quantitative user research. Experience with UX is a plus.
• You are enterprising and think in solutions; fact-based and data-driven;
• You have extensive experience with Service Design. You are familiar with Service Design tools and methods and the double diamond process and have extensive experience in organizing and facilitating workshops and design sprints.
• You can draw up customer journeys and know at what level of detail you need to switch.
• Customer-oriented thinking and acting is in your capillaries and you are an expert in stakeholder management.