Senior Service Designer

What are you going to do?

As a Senior Service Designer within the Consumer department, you have an important role in improving our services to consumers. You ensure that we really understand consumers and that we respond to their needs and wishes. Based on this, we develop new products and services and improve our services. We want to remain the preferred delivery person and we need your help with that.

You can communicate insights, ideas and concepts excellently through customer journeys, personas, service blueprints, prototyping and more. You continuously involve your colleagues from different disciplines and work closely together to improve the customer experience for our consumers across all PostNL channels. As a Senior Service Designer you ensure that every customer experience corresponds to the overarching CX vision within PostNL. You use tools and methodologies from the entire design process, such as design thinking principles, service design and user research methodologies.

Your Responsibilities

Customer-oriented working and design thinking are in your DNA. You propagate this within the organization, also at a strategic level. You contribute to shaping and driving the vision and strategy of our desired consumer experience.

Based on the question, you can determine exactly which actions are needed within projects. You carry out activities with the aim of improving our services. You monitor the process, the deliverables and their quality.

You research and develop customer needs and concepts according to proven (design) methods. You can translate needs into concrete solutions and ensure that they are implemented with the right nuances. You look at customer needs, the goals of PostNL, and trends and developments in the market and society.

You connect different disciplines in the design process and get the best out of the collaboration. You ensure co-creation and facilitate sessions with teams and stakeholders to achieve the desired input and output. You ensure that important decisions are made and implemented together.