Business & Service Designer - Insurance/Financial Experience

EOLIS; Brussel; Hybride; EUR 67 000 - 100 000; Plein temps

Avantages offerts par ce poste

Hybrid work arrangement

Office near Brussels North Station

Résumé du poste

EOLIS GROUP is seeking an experienced freelance Business & Service Designer for a Brussels-area project in insurance and financial services. You will drive end-to-end service design, from research to value proposition to MVP handover, across multi-stakeholder teams.

You will leverage Design Thinking and Double Diamond methodologies to shape customer journeys, products and services, while coordinating with UX/UI and product specialists for implementation.

Qualifications

• Proven experience designing or improving insurance/financial products and journeys.
• Strong background in service design and customer-centric value propositions.
• Ability to facilitate workshops with cross-functional stakeholders.

Responsabilités

• Define project scope with squad members and stakeholders.
• Design and improve insurance products, services and journeys end-to-end.
• Research customer needs using qualitative and quantitative methods.
• Create customer archetypes, journeys, service blueprints and value propositions.
• Develop business cases and forecast investments over 3–5 years.
• Collaborate with UX/UI, content, and product teams for implementation.
• Lead co-creation workshops and align parties around outcomes.
• Share expertise and mentor colleagues in design practice.

Connaissances

Insurance design

Service design

Workshop facilitation

Customer journeys

Design thinking

Outils

FigJam

Miro

Mural

Description du poste

Looking for a (Freelance) Business & Service Designer (FR/NL + ENG) with experience in insurance and/or financial products, services or customer journeys for a project at one of our clients!

Location

Brussels Area, hybrid working (min. two office days per week)

Duration

ASAP - end of 2026, with the goal to extend

Employment Rate

full-time, 100%

Languages

Fluent French or Dutch (C2) + full professional English (C1)

Introduction

For a leading telecommunications and digital services organisation, we are looking for an experienced freelance Business & Service Designer with relevant experience contributing to or designing customer journeys involving insurance products or services.

You will develop new products and services and improve existing ones, balancing customer desirability, technical feasibility, sustainability and business viability. Using Service Design and Double Diamond methodologies, you will lead the complete design process from initial research and problem definition through value proposition development, business modelling, prototyping and validation.

Relevant experience designing insurance products, services and end-to-end customer journeys is an essential requirement for this assignment.

Once a value proposition or customer journey improvement has been validated, its viability assessed and the MVP defined, you will hand over the concept to UX/UI, content and product specialists for implementation.

Responsibilities

• 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 analyse 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 organisation’s strategy.
• Organise 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.

Experience & Competences

Important must-haves

• 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.

But also

• 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.
• Able to engage, influence and align different stakeholders.
• Comfortable navigating ambiguity, organisational 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.
• Experience with analytics platforms such as Qualtrics, MicroStrategy or Tableau is considered an asset.

Nice to have

• Experience coaching junior Service Designers.
• Experience within telecommunications or another large service-oriented organisation.
• Knowledge of or experience with UX design, behavioural design or growth hacking.

Offer

• A six-month freelance assignment, with an extension considered highly likely.
• Full-time engagement of 40 hours per week.
• Hybrid working arrangement with at least two office days per week.
• Office presence from 9:00 to 17:00 near Brussels North Station, with occasional meetings at a second Brussels-based office.
• The opportunity to shape customer-centred insurance products and services within a large, innovative and digitally driven organisation.

Who are we?

EOLIS GROUP is a Digital and Marketing In-housing Company that helps its clients grow their own in-house digital & marketing capabilities. We support organizations with digital, creative, content, marketing, and tech expertise, as well as strategic guidance on in-housing models, organization, technology, finances, and talent.