Welcome to the CX Studio, a customer experience studio powered by one of the world’s leading technology companies. Here, customer experiences drive us, game-changing marketing is conceived, awards are won, and technology is at the very heart of bringing our creative ideas to life. Clients aren’t just customers, they’re partners. Integrity and a team-driven environment serve as incubators for entrepreneurial minds.

Getting goosebumps? Good, let’s see where you can put your talents to work.

service design lead

As a Service design lead you’ll work with our clients to define and build the next generation of digital channel solutions that go beyond today’s capabilities and expectations.

You’ll help shape and define the approaches and solutions our clients should adopt and support the program of work to realize the applications and capabilities required to achieve the targeted business outcomes, helping our customers transform their businesses. You will work alongside our client digital marketing teams and other client stakeholders and participate in the creation, build and improvement of digital experience innovation for high-profile clients. We believe this role is essential to build exciting solutions that will set us apart from our competition. In this position, you will have a great deal of opportunity and responsibility.

You must be prepared to work at a macro and micro level, going from concept development to developing the micro-interactions required for customers to engage across mobile, fixed web, and tablet.

We are looking for creative experience solutions – individuals with passion and desire to build really cool digital services that express our client’s goals to sell and build brands across growing digital touch points.

tasks and responsibilities
  • Support, facilitate, and lead proactive digital concept development within cXstudio
  • Support, facilitate, and lead digital concept development projects within Client organization
  • Support & facilitate digital aspects of cross-channel concept development projects within Client

    organization

  • Create customer experience maps
  • Create persona definitions and map them on journeys
  • Create briefs from user points of view
  • Check, review, and challenge product and user stories
  • Provide input for epic creation
  • Support UX testing in the development phase
  • Support Client organization research lab to run research for ideation and concepting
  • Liaison and align with other non-digital service designers within Client organization
  • Set up and execute ‘Best practice meetings’ within Client organization
  • Coach and mentor creative professionals within cXstudio
skills and experience required
  • At least 5-8 years of experience in developing high-quality and very compelling customer experience journeys, personas, and experience artifacts in a highly agile and collaborative team environment, across multiple digital and traditional touchpoints
  • Coordinate and execute customer and market research, using qualitative and quantitative methods as appropriate in the creation of customer experience artifacts (e.g. in-context interviews, facilitated work sessions, secondary research)
  • As this is a senior client-facing role, the candidate should have extensive experience working with a variety of clients at all levels of an organization as well as facilitating workshops and client meetings
  • Ability to lead and guide internal teams in the UX and service design process
  • Ability to work well and communicate effectively with diverse teams of technical architects, creative directors/visual designers, data analysts, and front-end developers
  • Strong experience in representing your ideas and experience concepts
  • Proven ability to support the development of polished prototypes and demonstrators of design concepts and interaction strategies within a short period
  • Financial Services experience
this role would suit someone who
  • Is confident, creative, and willing to lead a client conversation
  • Strong collaboration skills
  • Has a knack for (data-driven) digital innovation and improving digital customer experiences
  • Enjoys working in tight teams to get to know the client quickly and swiftly deliver ideas and projects that surprise and delight
  • Is a real can-do person, who is happy leading senior level on digital strategy, but equally focused on delivering exceptional service design output that meets business objectives
required
  • Bachelor’s Degree (Degree in Fine Arts, Industrial Design, Multimedia Arts, Architecture, Computer Graphics, Human Factors, Psychology, Cognitive Science, Computer Science or Engineering)
  • English: Fluent
  • Dutch: Fluent
  • Experience in customer experience definition on web, mobile or social is required