Service Designer

le contenu du travail

The opportunity

EY VODW represents the customer-centric innovation practice in Belgium and is a specialized team, delivering customer-focused solutions. Our focus is on helping large companies understand their customers better and design, build and launch new innovative products, services and corporate ventures. We support our clients from innovation strategy to working MVP and scaling new solutions and services in the market.

EY VODW has a multi-disciplinary team of + 100 professionals in Belgium and the Netherlands combined, and is part of a network of 1.500 + innovation experts throughout Europe. Our team has innovation strategists, service designers, UX/UI designers, data scientists, transformation experts, marketing technologists and product developers. We are located in the Antwerp innovation hub, the Wavespace (just next Berchem train station).

In response to further professionalize and grow our customer experience competence, we are actively looking for an experienced service designer to push our practice to the next level.

In short, the new team member we are looking for:

• Is obsessed with understanding the needs and behavior of end-consumers
• Easily translates his/her idea visually and engages through storytelling
• Has a natural flair for facilitating workshops with our clients
  
  

Does this sound familiar?

Key Responsibilities

As an experienced service designer, you are expected to:

• Gather insights and requirements to develop an in-depth understanding of the project and the business context of our client
• Plan and conduct every steps of user research using the appropriate techniques
• Understand, analyse and map complex journeys and processes
• Evaluate our clients’ existing services in terms of functionality, usability, content, accessibility and usefulness
• Translate insights into of quality design assets that articulate customer insights, journeys and experiences such as personas, prototypes, user journey maps, experience maps and service blueprints
• Identify and promote opportunities for process improvements, experiment with ideas and review outcomes to deliver the best possible solutions
• Shepherd clients through a service design process through driving workshops
• Convey complex information by using compelling and visual methods and storytelling that is engaging for audiences.
  
  

As a project lead you are expected to:

• Take the lead in defining the project approach by identifying the most relevant research and service methodologies and tools
• Supervise project work prepared by junior/ senior consultants, providing feedback and guidance on quality outputs encouraging them to think critically
• Deliver and promote exceptional service on engagements: apply an understanding of client needs to identify critical outcomes, barriers to success, and changes in expectations or scope
• Coach team members and encourage knowledge share with team
• Actively build positive relationships with clients with integrity and authenticity; understanding the client’s perspective and organizational culture
  
  

Your profile

• You have 4 to 6 years of experience as Service Designer, working on a diverse range of problems in a human-centric way. You have a portfolio of projects that you can talk us through and demonstrate how you have applied service design to business or organisational challenges either in house or within a consulting role.
• You are endlessly inquisitive, and ruthlessly user focused and able to use a combination of logic, empathy, rigour and storytelling to articulate a customer or business problem before working creatively and technically to articulate a service that solves it.
• You love to tackle complex challenges with a user-centric approach and have experience with Design Thinking, Human Centered Design, Service blueprinting, persona’s, Prototyping, Customer Validation, Lean and Agile methodologies.
• You are a passionate designer and you have the skills needed to visualise your work at a high level. You know what you are doing and you are proud of your work. You can substantiate your design choices and know how to inspire others with these choices;
• You are a team-player and draw energy from collaborating with team members and peers to achieve end-to-end quality in the customer’s- and employee’s experience;
• You draw energy from participating in workshops where you pitch & critique each other’s ideas;
• You are aware of the latest digital developments, curious and actively looking to learn
• You are fluent in Dutch and/or French, with professional knowledge of English
  

Our offer

• You join a dynamic, young team, exclusively focused on innovation, new products & services, and customer experience;
• We offer you an attractive remuneration package (competitive salary, net allowances and extensive fringe benefits: company car with fuel card, smart phone, health insurance, pension plan, etc.).;
• We offer extensive trainings, both on technical matters, as well on soft skills and project management;
• We are proud of our flexible working arrangements, and we will support you to build a successful career and deliver excellent client service without sacrificing your personal priorities. While our client-facing profession might require regular travel, and at times working at client sites, we are committed to help you achieve a work-life balance;
• At EY we are passionate about the inclusion and support of individuals of all groups; we do not discriminate on the basis of race, religion, gender, sexual orientation, or disability status.