Service Designer

Start Date: As soon as possible

End Date: 31/12/2026

Location: Brussels

Description:

As a Service Designer, you will collaborate with cross-functional teams to design the future of customer and partner interactions, integrating conversational AI, autonomous agents, and predictive systems within our digital ecosystem. Your role will bridge traditional digital experiences with emerging AI capabilities, ensuring technology enhances the user journey. You will work across multiple environments (web and mobile) on diverse digital initiatives, including:

• Designing the next-generation customer zone (web and app)
• Redefining customer journeys for AI-augmented interactions (e.g., smart assistants)
• Creating seamless transitions between self-service and AI-assisted support

Tasks:

• Service Design and Strategy: Design user-centered services that integrate human insight with AI-assisted capabilities. Map ecosystems to reveal interdependencies, pain points, and automation opportunities. Co-create service blueprints and workflows that harmonize business goals, technical enablers, and user needs. Ensure proposed services align with business objectives, KPIs, and technical capabilities.

• User Research & Customer Insights: Frame problems and define research goals to uncover user motivations, contexts, and unmet needs. Conduct and synthesize qualitative and quantitative research. Audit existing user journeys to identify where automation or personalization can enhance value. Translate insights into actionable opportunities for design and AI integration.
• Imagine, Prioritize and Design: Facilitate ideation sessions, co-creation workshops, and design sprints. Produce high-quality deliverables across web, app, and AI touchpoints. Test and validate design hypotheses through rapid prototyping and user feedback cycles. Apply continuous improvement and data-informed iteration.
• Federate the Service and UX Design: Promote design thinking and service design practices across squads and teams. Coach and harmonize departments around human-AI collaboration principles and ethical design. Foster shared ownership of the end-to-end experience.

Requirements:

• Minimum 5 years of experience in service design and applying design thinking methodology

• Mastery of Figma for wireframing and prototyping
• Proficient with Miro or equivalent tools for journey mapping and workshop facilitation
• Comfortable creating interactive prototypes that simulate AI interactions
• Good level of English (French or Dutch is a plus)