Freelance Service Designer

Contract type
Flemish Brabant
Work regime
What are you going to do?
  • You transform existing services, channels or touchpoints, or develop new ones. Always from real user needs, in line with strategic business objectives and technical feasibility. In this way you optimise the customer experience and strengthen the relationship between our customers and our brand.
  • You play the role of constructive and innovative challenger from the perspective of the end user. You put the needs of our customers first and involve them optimally throughout the different design iterations. You motivate stakeholders to develop empathy for the goals and needs of our customers. You help identify opportunities based on user insights and research.
  • You fulfill a coaching role and connect different levels in the organisation with each other (strategic, tactical, operational) in order to devise new solutions together, develop prototypes and validate them by means of user tests and experiments. In this way, you contribute to the realisation of the desired user experience.
  • You inspire and motivate stakeholders to innovate and change. You facilitate workshops, design sprints and research. You create a common language within a complex organisation and thus create support for new initiatives.
  • Last but not least, you not only do a lot of thinking around digital solutions, you also do something with them. With your knowledge of Adobe XD, Photoshop, InDesign, Illustrator, etc., you work out quick test mock-ups. And a lot more besides!
You will be joining the brand new Digital Customer Services (DCS) department, which has a big mission: to centralise and accelerate the development of digital solutions for future customers, across channels and enseignes!

As a service designer in this department, you put yourself in the customer's shoes as a user of these digital solutions. What needs does the user have? What does his customer journey look like across our channels and touchpoints? With these pieces of the puzzle you work every day on an even better user experience, from the big picture to concrete features

Practical information
  • Start: asap
  • Duration: starting 6 months and possibility of extension
  • Location: Halle and remote
  • Full time
Your profile
  • Experience and knowledge - You have a master's degree in one or more of the following fields: service design, industrial design, process design, media informatics, user research, UX/UI, psychology or anthropology. You also have a degree or strong practical experience in business, ICT and/or communication. You also have concrete experience with user research, observation and questioning, and knowledge of design processes, methodologies and tools. 
  • Technical skills - You have excellent design skills which enable you to work very hands-on. You are familiar with programs such as Adobe XD, Photoshop, InDesign and Illustrator. 
  • Strong communication skills - You communicate fluently with colleagues who fulfill a different role, such as UX designers, product developers, marketers, data scientists, business architects, etc. In general, you are someone who always establishes clear and respectful contact. 
  • Systematic approach - You like to immerse yourself in customer journeys and analyse these processes from needle to needle. This gives you a very clear picture of the service, the need ...
  • Flexible problem-solver - Finding solutions gives you a kick, even in an environment where insights and circumstances can change quickly. The more challenging, the better!
  • Empathy - You easily put yourself in the shoes of users and have empathy for the client and the problem definition.
  • Language skills - In a high-digital environment such as ours, English is often the working language. You have a very good command of English and speak fluent Dutch. French is a plus.
Good luck!
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