Senior Service Designer

Create a distinctive customer experience for millions of consumers. As a Senior Service Designer within the Consumer department, you work on PostNL’s Customer Experience (CX). You provide a recognizable experience in everything we do and develop – from the PostNL app to delivery preferences and from the delivery time to picking up a package at a PostNL point.What are you going to do?
We work on the consumer experience with a team of service designers and journey owners. You will work on various assignments, sometimes in a permanent team, sometimes together with colleagues from other departments. With a Service Design community of more than ten colleagues, there is always someone to spar with and learn from.You design (including visualization) ‘as is’ and ‘to be’ journeys containing new services and services based on customer needs. You work from customer values, personas and scenarios. You test and validate new concepts in various ways with the target group so that you can further refine them.

• You conduct customer research and analyze CX trends, and you translate the results into future and concrete CX for PostNL consumers;
• You set up studies to further validate and improve new solutions;
• You organize and supervise workshops to achieve the desired input and output;
• You promote Design Thinking to the rest of the organization, up to a strategic level;
• You monitor the omni-channel customer experience after delivery;

What are you bringing?
You would like to have the responsibility to determine and realize the distinctive customer experience. You are in your element when you work on a consistent customer experience and effective interaction across all channels. And you are able to concretize and communicate a CX vision simply and clearly and to apply it concretely.What we ask of you:

• You have more than 3 years of work experience, preferably in a corporate environment. You have experience in conducting customer research, service and/or interaction design and guiding workshops and customer journey processes;
• You have an HBO or WO thinking level and a relevant education
• You are able to create cross-channel designs, develop service ecosystems, do user research and customer journey mapping, etc.;
• You have experience with innovative digital products and services;
• You create effective collaboration with colleagues from different disciplines to achieve objectives, you know how to connect;
• You are conceptually and analytically strong and you have good communication and presentation skills in Dutch and English