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Business & Service designer:
Develop new or improve on existing products & services and their end-2-end experience, ensuring the best fit in terms of desirability (people), feasibility (technology), sustainability, and viability (business).
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 value proposition/CX improvement and its execution. You start with investigating 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 look at what other players (telecom & beyond) are already doing on this subject (benchmarking). Only after you brainstorm with the team about possible ideas to shape your customer story. 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 'solution' part of the double diamond, other (UX & Product expert) colleagues take the lead and your role becomes more supportive.
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
- 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
- Formulate the value proposition & convey complex information by using visual methods
- Provide input & support the (lean) business case in collaboration with pricing team
- 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
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.
Job Type: Freelance
Experience:
- UX: 3 years (Preferred)
License/Certification:
- work permit (Required)
Work Location: In person
