Business Supplies & Equipment

Senior Service Designer

Archived
Full Time

Lyreco Group

Responsibilites:

  • Lead all phases of the Service Design lifecycle, including user empathy, problem definition, ideation, prototyping and testing, and scaling
  • Ensure a smooth and consistent CX across all stages of the journey
  • Collaborate with members of multidisciplinary teams and advocate for users and user centered service design practices.
  • Prioritize key customer needs and define use cases we should address
  • Develop and embed a range of CX performance indicators (KPIs). Ensure that these are tracked before, during and after the program delivery
  • Identify, record, manage and report on the risks associated with the users
  • Prepare & Facilitate ideation sessions
  • Define and test customer concepts, hypotheses which will lead to complete Customer propositions
  • Design and maintain service blueprints to illustrate the relationships between internal processes, data, systems, and people at different touchpoints across the customer journey.
  • Lead user validation / Test & learn plan
  • Define & share best practice methodology and ways of working for use by key stakeholders within (or outside) the program.

Skills:

  • 4+ years of experience within design thinking, service design, CX, marketing, consulting, business development or a related field
  • Being able to get on both strategic aspects, and the detail of a project
  • Deep understanding of user research and use of insights
  • Experience with collaborating & briefing UX and Research experts
  • Experience with setting up and leading experiments, test & learn
  • Excellent communication, presentation and facilitation skills with ability to interact and build credibility with stakeholders across functions
  • Creative, innovative and strong ideator
  • Fluency in English, both verbal and written
  • Ability to work in Agile methodology
  • Ability to travel regularly to various central locations and local countries
Location
Amsterdam, NH
Type
Full Time
Industry
Business Supplies & Equipment
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