Service Designer

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senior service designer


At Essense, we believe in customer-centric collaboration to move the world forward. As a Senior Service Designer, you will directly contribute to this ambition by giving both the customer, the business, and society a voice in this process.

We are looking for experienced and versatile service designers who can help our clients orchestrate their service delivery for optimal customer experience based on customer insights.

As a Senior Service Designer at Essense you help our clients work customer centrically to optimise their services and customer experience. Our work focuses on creating holistic value, contributing to the client's business and goes far beyond 'just beautiful'. Key activities for this role include: mapping insights and foresight around the customer experience; making complex information transparent and visual to share across the client organisation; translating insights and foresight into new opportunities and solutions. This role therefore requires the ability to not only ask the right questions, but listen carefully to truly understand the client’s needs and challenges.

You and your team will be collaborating closely with stakeholders from across the client's business to develop service concepts and propositions that clearly communicate how value will be generated for the customer, in addition to value for the business. As such, your responsibilities will include orchestrating backstage processes with frontstage activities and customer touch points to provide an optimal customer experience. You will also be responsible for the seamless transfer and translation of knowledge to the team of UX and Visual Designers whom take the concept further.

You are not only a passionate facilitator of workshops and co-creation sessions, but can also manage the logistics and content required for the sessions. You are comfortable being a thought partner for the client, leveraging your curiosity and knowledge of CX within the evolving market landscape.

You inspire colleagues with your work and are capable of sharing your knowledge and experience to improve others. On basis of your skills and insights into the latest trends, you demonstrate vision with which you not only advance Essense but also our clients.

You bring:

  • You have a Bachelor or Master degree in Service, Industrial or Interaction Design.

  • At least 6 years of relevant work experience, preferably at an agency

  • A passion for making complex situations / information insightful

  • Analytical ánd creative, with empathic ability and strong communication skills

  • Demonstrated experience in applying service design methods such as stakeholder maps, journey maps, service scenarios, service blueprints

  • A strong portfolio that shows your work and results from a range of projects

  • You can give clients pro-active advice on the best approach for achieving their goals

  • Capable of planning, managing and executing service design projects, including leadership skills and good stakeholder management

We bring:

  • A great workplace, both at our office (walking distance from Amsterdam Amstel station) and at home (we provide a home working desk, chair and monitor). In addition, you can also work on location at the customer.

  • An above market average salary

  • A sustainability budget, travel allowance, lunch, and other secondary working conditions

  • Great and smart colleagues, team events and drinks

  • Opportunities for personal development

  • Every third Thursday of the month 'Essense Day', on which we focus with the whole team at developing ourselves

  • And last but not least: working with leading clients such as IKEA, Rabobank, European Investment Bank, Odido, and more!