Service Designer

As a Service designer within the Innovation department, you look beyond tomorrow. You are working on the question: how can we support victims even better? You ensure the translation of the organizational objectives into the development or improvement of services for victims and their loved ones.
The Innovation department is responsible for matching the (new) personal and online services to the needs of different target groups of victims, helpers and professionals. In addition, the department is responsible for realizing the online goals of Victim Support Netherlands and the implementation of campaigns that contribute to the greatest possible reach of Victim Support Netherlands in society. The department consists of the Intake, Follow-up and Partners teams. You will work as a Service Designer for these three teams.

The work you will be doing is challenging and relevant. It will ensure that victims experience an optimal client journey and can therefore pick up the thread again.

What are you going to do?
As a Service Designer you are responsible for the innovation and optimization of the client experience. You independently conduct research, design concepts and make prototypes to experiment with what works best and translate these into services to make the client journey as effective and efficient as possible. Consider, for example, expanding the options for victims to receive support during their criminal proceedings and further developing the online tools MijnSlachtofferHulp and the Recovery Meter .

You devise, facilitate and co-create design workshops independently with colleagues and partners. You realize co-creations of services and coordinate with stakeholders. You maintain contact with chain partners to ensure that the developed services are compatible and you ensure a successful implementation.

What are you bringing?

• You have knowledge of and several years of experience with the application of design thinking methodologies, conducting customer research and developing prototypes;
• You have experience in designing multi-channel client journeys based on customer and data insights.
• Working in a customer-oriented way is in your genes. This allows you to provide targeted advice to stakeholders, but also to inspire and coach colleagues in customer-oriented working;
• You are analytically strong and a conceptual thinker. You easily make connections and know how to translate opportunities, developments and research results into relevance for SHN;
• You are someone who keeps an overview, is able to hang above the matter and fall back on the real problem;
• You have knowledge and skills in the field of stakeholder management. You connect different interests by listening carefully and looking at different perspectives;
• You have a pro-active attitude in which you see uncertainty as an opportunity and enjoy bringing structure to it;
• You have knowledge of and insight into web development;
• You are a real team player and you have good communication and presentation skills.