Senior Customer Experience & Service Design Strategist

Ernst & Young Advisory Services Sdn Bhd; Belgique; À distance; EUR 70 000 - 100 000; Plein temps

Avantages offerts par ce poste

Company car

Health insurance

Pension plan

Meal vouchers

Eco vouchers

Flex plan

Mobility budget

Flexible working hours

Working from home several days a week

Résumé du poste

EY Studio+ is seeking a Senior Consultant - Business and Service Design Strategist to drive customer experience, service design, and value-based growth. You will partner with cross-functional teams to shape strategies, prototypes, and operating models that transform client services and outcomes.

The role emphasizes user-centred design, research-driven decision making, and collaboration with business stakeholders to deliver measurable value.

Qualifications

• A Masters degree in Business, Computer Science, Service Design, or a related field.
• 3-5 years of experience in service design or a related field.
• Demonstrated experience of working with or delivering for external clients.
• Strong skills in conducting research and analysis to inform design decisions, and proficiency in prototyping and design tools (e.g. Figma, Miro).
• Exceptional verbal and written communication abilities, coupled with strong interpersonal skills.
• Capability to work collaboratively within a team and adapt to evolving priorities.
• Strong affinity with AI and genuine interest in applying new AI trends in a professional context
• Excellent written and verbal communication in Dutch, French and English
• Experience in financial services, insurance, public sector, telco or automotive are a plus
• You are a team player with a strong problem-solving attitude, organizational skills, innovative mindset, fast learner and an untamable curiosity

Responsabilités

• Apply human-centred design to identify user needs and pain points through research, translating insights into clear opportunities for improved services and experiences.
• Map end-to-end journeys and processes, developing personas, journey maps, and service blueprints to visualise and optimise customer experiences.
• Co-create innovative solutions with stakeholders and cross-functional teams, fostering collaboration, open dialogue, and a strong culture of design thinking.
• Conceptualize and test concepts to validate feasibility and impact, ensuring solutions deliver tangible user and business value.
• Translate insights into actionable requirements and strategies, prioritising user needs and defining clear success metrics to track impact.
• Facilitate workshops and communicate ideas effectively through storytelling, aligning stakeholders and driving engagement around new solutions.
• Monitor performance and continuously improve services, leveraging feedback, data, and industry best practices to enhance customer experience and drive business growth.
• Build high-level business cases to translate concepts into measurable financial value and business outcomes
• Research and Analytics: Conduct research to interpret user needs, frame problems, and communicate insights succinctly.
• Analytical, problem-solving, and creative thinking abilities, with a focus on delivering outcomes and a passion for customer experience and innovation.
• Strong understanding of user-centred design principles, design thinking and Agile methodologies.
• Innovation & Creativity: Design and test product concepts and services, iterating with stakeholders.
• Product and Service Development: Expertise in the entire development process, from problem-solving through concept development, to interface design.
• Strong Communication Skills: Proven ability to engage and influence stakeholders at all levels, with excellent interpersonal and presentation skills.

Connaissances

Strong communication skills

Trilingual (Dutch, French, English)

Formation

Masters degree in Business, Computer Science, Service Design, or related field

Outils

Figma

Miro

Description du poste

EY Studio+ is seeking a Senior Consultant - Business and Service Design Strategist to drive customer experience, service design, and value-based growth. You will partner with cross-functional teams to shape strategies, prototypes, and operating models that transform client services and outcomes.

The role emphasizes user-centred design, research-driven decision making, and collaboration with business stakeholders to deliver measurable value.