Service Designer E-commerce in Amsterdam - Servicekantoor

If you live in the Netherlands, you have probably been to one of de Bijenkorf department stores. If so, you know that we take pride in creating a magical atmosphere in the store and let every customer feel special. At deBijenkorf Ecommerce department we strive to translate this magical and special experience to our customers online. Will you join our Design team to help achieve this vision?

About de Bijenkorf E-commerce organisation

At the headquarters of the Bijenkorf, our E-commerce department is our youngest and fastest growing department. A passionate, multinational group of over 140 professionals work together on the continuous growth and improvement of our digital platform. Because of the positive growth and exciting developments we are looking for a Service designer to join our team of designers at de Bijenkorf.

Are you passionate about problems and finding different ways to explore root-causes, side-effects, and always asking ‘why’? If thrown a complex process at you, do you rise above it with a creative but simplistic explanation? Do you like to nerd out over the customer insights you explore throughout a customer’s journey? Are you a thorough, lateral thinker, who can pull up your sleeves and dig deep to deliver rewarding experiences? Are you so passionate about Service Design that everyone you talk to is immediately convinced about the value of using design-thinking to solve problems and improve products and services?

Then this is the ideal role for you!

About the position

As a service designer, you will work together with our Product designers, UX researcher and Brand Experience Designer to create the holistic picture of the customer and their journey. You will act as the ‘experience’ glue between the multiple customer journey squads, but also build bridges between Design and the rest of the organization. You will be responsible for service quality and design processes, with the ultimate goal of creating delightful, user-friendly products and services. As part of your role, you will be:

  • Developing service blueprints and customer journeys articulating existing and envisioned service experiences integrating stakeholder needs, multi-channel touch points, and back-end service delivery systems;
  • Working at varying levels of fidelity to test isolated assumptions as well as holistic service experiences;
  • Creating user focused strategies, solutions and experiences and validating those, considering usability and appropriate visual and verbal articulation in line with Design Language System and Brand guidelines;
  • Initiating and leading projects where you use design thinking to improve efficiency and effectiveness of processes within the organization;
  • Managing highly complex projects where you need to provide design thought leadership to senior business stakeholders and actively driving co-creative approaches between Design and other stakeholders.

Your expertise

  • Ability to ask the right questions and know where to get those answers (data, qualitative & quantitative research, etc);
  • Experience with user research methodologies (both generative and evaluative) and knowing when to use what methods and tools to gain customer insights;
  • Depending on the project need, you are comfortable switching hats jumping with research tasks, facilitating workshops and designing digital prototypes;
  • Proactive, independent and very persuasive in setting up a task force and activating the team to work on a set challenge, while managing the project from beginning to end;
  • Entrepreneurial, quick-thinking and exceptionally creative capabilities and have experience with setting up strategic and tactical design direction in complex projects;
  • Adapt quickly to different ways of working and support the team accordingly;
  • You can make sense out of Google Analytics or other data to retrieve the insights, derive the conclusions you need to create solutions for your user problems;
  • Demonstrate strong experience in UX/CX/Service projects and a stellar portfolio to showcase it;
  • Experience with software like Figma, or equivalent;
  • Speak and write English with proficiency, Dutch is a big plus;
  • A degree from an education institution in the areas of design or a related field.

Values

De Bijenkorf has seven values that are an important part of the DNA of our employees:
  • passion for guests
  • continuously innovative
  • take responsibility
  • collaborate
  • open to change
  • respect every individual
  • acting sustainably
The values are an important part of the interviews for all vacancies within our organization.

What does de Bijenkorf have to offer

De Bijenkorf offers excellent, competitive primary terms of employment, supplemented by an extensive package of secondary employment terms. In addition, we offer a variety of development and growth opportunities, including for young talent, professionals and prospective managers.

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