Service Designer (80% Service Design/20% UX Design)

Start Date: ASAP

End Date: 31/12/2026

Location: Brussels

Regime: Full-time

Application Deadline: 22/04

Description:

You will be part of the digital team working on various customer and partner applications. Utilizing a Design Thinking approach, you will collaborate closely with the UX designer, UI designer, developers, and Product Owner. As a Service Designer, you will co-create with transversal teams to provide solutions to complex business or user problems. You will ensure the coherence of the user journey in accordance with user needs (residential, professional, and large companies). 

Tasks:

• Service Design and Strategy:
  • Design user-centered services that integrate human insight with AI-assisted capabilities.
  • Map ecosystems (services, apps, data flows) to reveal interdependencies, pain points, and automation opportunities.
  • Co-create service blueprints and workflows that harmonize business goals, technical enablers, and user needs.
  • Map out service blueprints, detailing user interactions, processes, systems, and backstage activities.
  • 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 (interviews, usability testing, analytics, competitive benchmarks).
  • 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 that bring ideas to life collaboratively.
  • Produce high-quality deliverables; customer journeys, service blueprints, user flows, wireframes, prototypes, etc., 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 Throughout the Company:
  • 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.

Skills and Competencies:

• Design and analytics skills:
  • Proficient in journey mapping, process mapping, and blueprinting tools.
  • Strong skills in visual storytelling and presenting design concepts.
  • Creativity and vision to design innovative solutions.
  • Analytical thinking to solve complex challenges.
• Research expertise:
  • Expertise in user research methods (e.g., interviews, usability testing, surveys).
  • Strong data synthesis and insight-generation skills.
• Communication and facilitation:
  • Excellent communication skills, with the ability to convey complex concepts clearly.
  • Skilled in facilitating workshops and stakeholder discussions.
• Minimum 5 years of experience in service design and in applying design thinking.
• Mastery of Figma for wireframing, prototyping, and design system creation.
• Proficient with collaborative tools like Miro for journey mapping and workshop facilitation.
• Comfortable creating interactive prototypes that simulate AI interactions.
• Good level of English (French or Dutch is a plus).