Service Designer

You will be part of the digital team working on different customers and partners applications. Applying a Design Thinking approach, you will work closely with the UX designer, UI designer, developers and Product Owner. As a Service Designer, you will work in co-creation with the transversal teams to bring solutions to complex business or user problems.

You will be responsible for ensuring the coherence of the user journey in accordance with user needs (residential, professional and large companies). Youll also design the future of customer, business and partner interactions: where conversational AI, autonomous agents, and predictive systems work harmoniously within our digital ecosystem.

Tasks

Service design and strategy

• Design user-centered services that integrate human insight with agentic, 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 the proposed services align with business objectives, KPIs, and technical capabilities.
  
  

• 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.
  
  

• 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.
  
  

• 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
  
  

• Redefining customer journeys for AI-augmented interactions (e.g., sales bots or smart assistants).
• Designing the next-gen customer zone (web and app).
• Rethinking onboarding and conversion funnels for hybrid human+AI experiences.
  
  

• 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.
• Autonomous and proactive in taking ownership of design initiatives
• Collaborative mindset to work together with developers, business stakeholders, and other UX designers.
• Open-minded, curious, critical and adaptable in a fast-paced, agile environment.
• Strong grasp of business strategy with ability to connect design outcomes to measurable value
• Ability to balance creativity with practicality and technical constraints.
• Good level of English (French or Dutch is a plus).
• Understanding of AI-assisted user experiences and adaptive interface patterns is a plus.

• Min 5 years 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