Business & Service Designer

• Define and align the project scope with squad members and business stakeholders.
• Design and improve insurance products, services, and end-to-end customer journeys.
• Collect and analyze customer data, market insights, and insurance-sector trends to validate critical assumptions.
• Plan and conduct qualitative and quantitative user research, translating findings into actionable recommendations.
• Develop problem statements, customer archetypes, cross-channel customer journeys, and service blueprints.
• Formulate compelling value propositions and communicate complex information through clear visual methods.
• Build comprehensive business cases covering financial drivers, required investments, and three-to-five-year forecasts.
• Ensure solutions align with customer expectations, business objectives, regulatory considerations, and the organization’s strategy.
• Organize and facilitate co-creation workshops to gather input and build stakeholder alignment.
• Apply and promote Design Thinking and Service Design methodologies.
• Help squads refine requirements and support UX colleagues with prototypes, wireframes, and user flows.
• Share expertise with fellow designers and contribute to the continuous development of the design practice.
• Coach and guide colleagues when required.

What they ask

• Demonstrable professional experience working on insurance or financial products, services, or customer journeys is mandatory.
• Proven experience designing or improving products, services, or end-to-end customer journeys related to insurance or financial offerings.
• At least five years of experience as a Business Designer, Service Designer, UX/CX Strategist, Innovation Consultant, or in a comparable position.
• Strong understanding of insurance customers, distribution models, operational processes, and relevant regulatory considerations.
• Strong command of Design Thinking, Double Diamond, and Service Design methodologies, combined with a pragmatic approach.
• Experience creating customer archetypes, customer journeys, service blueprints, value propositions, concepts, and prototypes.
• Ability to independently plan and execute an end-to-end Service Design track.
• Experience conducting qualitative and quantitative research and translating insights into concrete recommendations.
• Experience developing financial business cases, evaluating costs and benefits, and forecasting investment viability over a three-to-five-year period.
• Strong business acumen and the ability to connect customer needs with strategic and commercial objectives.
• Confident facilitator of workshops involving multidisciplinary stakeholders.
• Strong visual, written, and verbal communication skills.
• Able to engage, influence, and align different stakeholders.
• Comfortable navigating ambiguity, organizational change, and challenging stakeholder relationships.
• Customer-focused, analytical, hands-on, and self-sufficient.
• Fluent in English and either Dutch or French, both written and spoken.

Technical skills.

• Experience with digital collaboration tools such as FigJam, Miro, or Mural.
• Comfortable working with numbers, data, and statistics.

Nice to have.

• Experience with analytics platforms such as Qualtrics, MicroStrategy, or Tableau is considered an asset.
• Experience coaching junior Service Designers.
• Experience within telecommunications or another large service-oriented organization.
• Knowledge of or experience with UX design, behavioral design, or growth hacking.