Senior Service Designer, 5 months - Remote

Description:
Location: Amsterdam (fulltime remote is ok)

Background - Our team is focused on enhancing customer experiences through journey thinking. This approach involves understanding and mapping out the entire customer journey, on different levels of the customer lifecycle. By doing so, we aim to identify key strategic connections from our work, make more visible the value we are creating for our customers and business, allowing us to make informed, customer-centric decisions that drive satisfaction and loyalty; in growth and marketing area.

Requirements:

• Strong expertise in service design, journey management, and strategic design.
• Familiarity with visual design tools or processes (desirable but not mandatory).
• Proven experience leading service design processes, facilitating discussions, and driving outcomes in senior-level settings.
• Ability to analyze and communicate service/experience challenges at multiple levels, from detailed touchpoints to overarching architectures, while crafting compelling narratives to align stakeholders.

Scope
The Senior Service Designer will play a pivotal role in enhancing our service architecture for Growth and Marketing, with a strong focus on leveraging journey thinking to elevate our digital marketing efforts.

Key responsibilities include:

• Expanding Service Architecture: Identify opportunities for targeted marketing campaigns, loyalty programs, rewards, and improvements to customer acquisition, retention, and overall experience.
• Customer Journey Framework: Develop and refine frameworks to map co-worker journeys within Growth and Marketing, ensuring alignment across teams.
• Service Design Coordination: Align and evolve the efforts of service designers across the company to ensure effective integration.
• Service Design Playbook: Be able to create comprehensive materials and a playbook to guide teams through the service design process.