Service Designer

As a Service Designer in the COE CX, you will play a pivotal role in establishing a Service Design Practice within the organization. You will collaborate closely with customer journey experts, product managers, and development teams to create and improve products, while organizing workshops and trainings to advocate for CX. Additionally, you will work with our CX researchers to translate client insights to improved solution designs.

The team
As part of WB Transformation Office, the Digital Delivery Management department is pivotal in realizing our digital delivery goals and enhancing client and employee experiences. The Digital Delivery Management department is fully dedicated to setting the WB digital strategy, redirecting where needed based on market- and internal developments, pushing for strong prioritization and commitment throughout the organization, and ensuring our delivery efforts bring the value we target for. The department is responsible for:

Setting and communicating the ‘WB digital ambition’ Managing the ‘Value Stream Digital’ Delivering ‘digital (product-agnostic) capabilities’ to enable digitalization across products Driving digital innovation within the WB organization Promoting and facilitating digital adoption across the WB organization

Within the Digital department, the Centre of Expertise (CoE) for Client Experience (CX) is dedicated to collecting and analysing client insights to drive informed decision-making and using service design to foster client-centric change. The CoE CX advocates for CX expertise within ING WB, ensuring the development of user-centric touchpoints and interactions. It designs and delivers end-to-end (E2E) client journeys, leveraging advanced analytics to identify key drivers, root causes, and opportunities. Additionally, the CoE CX employs service design tools, including journey maps, service blueprints, personas, and prototypes, and facilitates service design workshops to co-create innovative service experiences.

Roles and responsibilities

• Employ service design methodologies to map and analyse client journeys, identify pain points, and create seamless and engaging client experiences.
• Organize and facilitate design sprints to rapidly prototype and test new ideas, ensuring that solutions are user-centric and aligned with business objectives.
• Create detailed personas and use them to inform design decisions, ensuring that solutions are tailored to the diverse needs of our clients.
• Develop service blueprints that illustrate the relationships between various service components, including user interactions, frontstage and backstage processes, and support systems.
• Maintain and update the client journey framework, providing a comprehensive overview of all client journeys within wholesale banking and assessing their degree of digitalization. Identify opportunities for further digitalization and enhancement.
• Work closely with cross-functional teams, including customer journey experts, product managers, UX/UI designers, and developers, to ensure a cohesive and holistic approach to service design.
• Conduct qualitative and quantitative user research to gain insights into client behaviours, needs, and motivations, and use these insights to inform design decisions.
• Create and test prototypes with UX designers to validate assumptions and refine solutions based on user feedback.
• Continuously evaluate and improve existing products, applications, websites, and tools to enhance the overall client experience.
• Document design processes, findings, and recommendations clearly and effectively. Communicate design concepts and solutions to stakeholders at all levels.
• Strengthen the ING One Agile Way of Working as a role model while safeguarding the Orange Code.
• Train teams and upskill the organization on customer centricity and design methodologies.

How to succeed
We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

• Bachelor's degree in Service Design, Interaction Design, Human-Computer Interaction, or a related field.
• Minimum of 7+ years of experience in service design, with the ability to take responsibility in design projects.
• Experience in B2B environments with multiple users interacting with each other is a must. Service design experience within the financial services industry or a wholesale banking environment is a plus.
• Proficiency in service design tools and techniques, including journey mapping, persona creation, and blueprinting.
• Strong facilitation skills, with experience in organizing and leading design sprints.
• Strong user research skills, with the ability to conduct interviews, surveys, and usability testing.
• Proficiency in design and prototyping tools such as Figma.
• Strong analytical and problem-solving skills, with a user-centric mindset.
• Excellent communication and presentation skills, with the ability to articulate complex ideas clearly and effectively.
• Ability to work collaboratively in a cross-functional team and international environment.
• Develop and support client centricity and drive an outside-in and data-driven mindset within ING WB, along with the rest of the team.

Rewards and benefits
We want to make sure that it’s possible for you to strike the right balance between your career and your private life. Find out more about our employment conditions.

The benefits of working with us at ING include:

• 25-28 vacation days depending on contract
• Pension scheme
• 13th month salary
• 8% Holiday payment
• Hybrid working
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues

About us
Curious about how ING empowers people and businesses to move forward?

Discover what we do and what we can offer you.

Questions?
Contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button.