Service Designer

With you, the customer always comes first! In this role you ensure a barrier-free experience in the journey from door to door, which provides maximum support to travelers before, during and after their trip. Are you getting on board?

That’s why you want to work as a Service Designer at NS

• It is your passion to make the organization think and work in a customer-oriented way through Human-centered design, and thus create value.
• You feel at home in a dynamic Agile environment, because you like to connect colleagues and get them moving.
• Step into the digital service and (travel information) world in which NS will invest enormously in the coming period and want to accelerate.

This is what you will do as a Service Designer

You will work on the domain service and travel information within the Cluster Travelers. In this Cluster we inspire, entice, inform and service travelers in an unambiguous and recognizable way during their entire (digital) customer journey. We want to create an optimal traveler experience by providing valuable service in the form of proactive attention, help and guidance during the entire journey. Do you have an affinity with the NS traveler and specifically does good service and (travel) information make your heart beat faster? Then we are looking for you!

Much is already known within NS about customer needs and what travelers (want to) experience during their journey. There is a vision on customer experience that guides the commercial strategy. It is widely used in the organization. We are also working on a translation into an integral service strategy. We do this through Human Centered Design. In the past year, a standard sprint methodology and design toolkit was developed and tested. It is the strong desire to grow further in the short term towards a systemic approach to design thinking and data-driven customer journey management. As a service designer you realize this ambition by understanding the customer journey and visualizing it, but especially by involving colleagues in it.

Thanks to your approach, insight and experience you are invaluable in the;

• Involving the organization in customer-oriented thinking and acting;
• Analyzing and visualizing customer journeys from customer and operational data for a good understanding of the opportunities and challenges.
• Determining strategic priorities where customer experience in the door-to-door journey needs to be improved and steer this.
• Designing the desired total customer journey or partial journeys with service concepts.
• Develop and test service concepts across the entire journey from door to door and with a balanced interpretation of the core needs of travelers.
• Pro-actively contribute to the transition to a customer-centric and fact-based organization together with colleagues.
• Independently pull design sprints and include and coach less experienced colleagues.
• Fact-based working: monitoring and evaluating existing or new services whether the desired effect has been achieved on the basis of research and data analyses.
• Implementing customer-oriented actions in the cluster by clarifying and substantiating the customer voice.