CX Service Designer

In the assignments of the Innovation & Services (iD) team, you increase the social impact and set a new, higher standard for experiences with the municipality in the role of CX Service Designer.

With your knowledge of organizational and cultural change, you take colleagues and clients along in working on the basis of insight, innovation and impact. You are creative in your approach and you have experience with every phase of the improvement process, from customer journeys to needs profiles and from investigating and visualizing the problem to delivering the solution.

You advise and convince stakeholders and colleagues with enthusiasm and expertise on how the service can be improved. You listen to the needs behind the question, devise project approaches and formulate sharp proposals. In addition to advising, you have the motivation to make a difference by translating into experiments and implementing the results. You use your organizational sensitivity to activate stakeholders and build sustainable relationships.

Together with colleagues, you will work on topics such as business services, improving communication channels or developing municipal standards. We have a driving role in assignments and the explicit ambition to build expertise and knowledge in-house. Project activities vary from gaining insight in collaboration with data analysts to improving service provision via customer journeys. In this, we work on scalable solutions and the development of new guidelines and standards for delivering good service provision.

What are we asking?

We are looking for a CX Service Designer who is committed to people-oriented innovation in municipal services. You have the ability to work on multiple projects simultaneously, independently lead design processes, organize workshops and effectively guide stakeholders. You will work with an open and entrepreneurial attitude, excellent communication skills and a systematic approach. Humor is highly appreciated!

In addition, has a mix of the following experience:

• a Master’s degree and 4+ years of experience in Service Design or the CX field, preferably experience in implementing recommendations from an internal role;
• experience in analyzing and successfully improving services from a chain perspective, such as customer journey management or other chain-oriented approaches;
• a passion for moving an organization with a proven ability to identify what the situation requires and what action will have the greatest impact;
• affinity with thinking in business cases and integrating data analysis aimed at achieving measurable results and impact;
• experience with experimental design and the passion to implement improvements in a complex organization in a broader movement to continuously improve;
• Experience with setting up and managing TheyDo customer journey tools is a plus.