Senior Service Designer

This is why you choose PostNL as a Senior Service Designer.

Visible Work
In this role, you design and improve service delivery for more than 17 million consumers. Your work has a direct impact on the customer experience of millions of customers, as well as on how our organization collaborates to make that experience possible.
Challenge
The challenge lies in translating complex issues into concrete, customer-centric solutions. You work on strategic and operational issues, research customer needs, and design future-proof customer journeys, services, and propositions.
Great Atmosphere
You are part of a close-knit Service Design community of more than ten colleagues. Additionally, you work closely with journey owners, product managers, and other specialists who challenge, inspire, and support each other.
Flexibility
You are given a lot of freedom to shape your work independently. You work in a hybrid format: Tuesday is our fixed office day; for the remaining days, you coordinate with your team.
Responsibility
You take ownership of complex issues and independently advance initiatives. Even when a solution falls outside your direct scope, you take the lead to achieve impact.
Development Opportunities
You are given ample room to further develop yourself within Service Design, customer experience, and design thinking. Opportunities for education and training are available.

This is your role

Within Consumer Journeys & Experience, you collaborate with service designers, journey owners, and product managers on our consumers’ experience. You work on various challenges: sometimes in a fixed team, sometimes together with colleagues from other domains.

As a Senior Service Designer:
• You take ownership of complex issues and translate them into clear customer-centric solutions;
• You design and visualize current and future customer journeys, including new services and propositions;
• You work based on customer values, personas, and scenarios, and translate insights into concrete improvements;
• You set up research and validate concepts with customers to further improve them;
• You ensure a clear transfer of insights and designs to the organization;
• You facilitate and guide workshops and actively involve teams and stakeholders in the process;
• You promote Design Thinking within the organization, including at a strategic level;
• You monitor and improve the omnichannel customer experience after implementation;
• You take responsibility for both issues and outcomes, and independently advance initiatives.