Business Service Designer

Senior Service designer / Concept Designer

Role description

Conceptualize service blueprint for onboarding journeys of our residential and small enterprises clients, ensuring the most personalized communication through the right channel, at the right time, and with consistency across all communication channels.

You will follow the ?double diamond? or service design methodology to complete your mission. You are the owner of this design process and are ultimately responsible for the 1st diamond: you facilitate all workshops needed to land a fitting CX improvement and its execution. You start with a good stakeholder mapping and identification of all touchpoints regarding onboarding journeys, you also investigate existing data & research and when necessary, you organize additional market- and/or customer research to better identify the need. You also help the initiator to clearly clarify the purpose of the mission and the target group. You conceptualize all experience on various touchpoints. Only after you brainstorm with the team about possible ideas to shape your customer story and provide easy and manageable solutions. You understand the big picture and connect all dots between the different stakeholders to develop powerful design solutions. You elaborate the future of our communication channels through innovation such as RCS. You then create prototypes as quickly as possible that you continuously and iteratively test and adjust with the customer before you deliver a first MVP (minimum viable product) with the team. In the 2nd part of the double diamond, you will work on detailed steps of the journeys, on design vision as well as its development/implementation.

Required Responsibilities

Collaborate with squad and business stakeholders to define & align on the project scope

Collect and analyse customer data & market insights to validate most critical assumptions

Conduct (international) benchmarking

Plan and conduct user research, and convert findings into an actionable report

Translate insights into deliverables such as customer archetypes, cross-channel journey maps and service blueprints

Identify strategic opportunities and test & iterate on different ideas/prototypes

Organise and facilitate co-creation workshops to gain input & alignment with stakeholders throughout the design process

Apply & evangelize design thinking methodologies where needed

Assist your squad in refining requirements, and your UX colleague with UX deliverables (prototypes, wireframes, user flows, ?)

Share knowledge with & learn from your fellow (business & service) designers

Degree & Experience

Minimum 3, ideally 5 years of experience as a business/service designer or UX/CX strategist with demonstrable experience in dealing with a wide range of complex problems in a 'human-centred' way

Expert in applying Design Thinking and delivering deliverables such as personas, customer journeys, service blueprints, value propositions, concepts and prototypes.

You are able to independently lead and deliver a complete service design track, including conducting customer/user research (qualitative & quantitative) that concludes with clear insights and constructive recommendations.

Confident in facilitating workshops to find solutions together with stakeholders from all levels

Excellent visual and verbal communication skills with which you can combine the skill of empathic listening on the one hand with the skill of convincing others on the other.

You excel in conceptual design & strategic thinking

Relevant experience on large digital business projects in large companies

Proficient in modern technology, digital collaboration, and design tools; adaptable to AI and cloud computing with strong problem-solving skills and curiosity about RCS.

Technical skills

Experience with digital collaboration tools such as Figjam, Miro or Mural

Experience with design tools like Figma, Sketch or Invision is a plus

Experience working with data analytics platforms like Qualtrics, MicroStrategy or Tableau is a plus

Attitudes/Behaviour

Customer focused

You are used to performing in ambiguity and change, as well as being open to trying tools/concepts/methods for the first time

You have a hands-on & can-do mentality

Strong conceptual mind

Aware of the latest digital developments, curious and actively looking to learn

Planning and organisation

Analytical

Self-sufficient

Growth mindset

Languages

French or Dutch, and English (written and speaking)

Nice to haves

Able to engage and inspire different stakeholders in a story

Experience in coaching junior service designers

Experience in Telecom and/or service sector

Experience with business cases

Knowledge of and/or experience in UX, behavioural design or growth hacking.

What we offer?

Its a 6-months contract. You will work in Agile and join our Customer Order Management Squad in charge of optimizing the ordering journey and improving straight through processing through digital and non-digital channels.

After the 6-months, the contract can be extended if relevant design opportunities come ahead.