Service Designer

As a service designer you are the facilitator and driver of the process within the customer journey team. You involve your teammates in the approach and you coordinate the service design process within the projects. You involve the right stakeholders together with the customer journey manager. Think of colleagues from other departments, social organizations and other government organisations. You also ensure that these stakeholders fulfill their part in improving the service. You use various methods and techniques, such as interviews, the hero method, visualization and storytelling. Together with your colleagues, you create and optimize the service design work forms, tools and templates that the customer journey team uses.

A special job, because…

• You contribute to customer-oriented services for all Dutch people.
• You will have the opportunity to follow all trends in the field of interaction and service provision in the broadest sense of the word.
• You inspire others with your enthusiasm and thus achieve concrete results together.

This is what a colleague says about your working environment
“By using service design, we ensure that the experience of citizens and companies is really central to improving the services of the Tax and Customs Administration. I think that’s important. After all, it’s the people we’re doing it for.” Marieke, Customer Journey Manager at Customer Interaction and Services.

• You have at least HBO work and thinking level in the direction of service design, strategic design, social studies or another relevant direction.
• You have experience with service design projects and the development and elaboration of service design process descriptions, tools, templates and training at implementing organizations of comparable size and complexity to the tax authorities.
• You have experience in facilitating design workshops and presenting to stakeholders at management level.
• You are able to convert research observations into critical insights and feasible recommendations.

Your competences

• analyze
• persuasiveness
• result orientation
• creativity
• environmental awareness