Service Designer

Service Design Magazine; Den Haag; Hybrid; EUR 50,000 - 80,000; Full time

Job summary

NCSC in the Netherlands is seeking a skilled service designer to advance customer-centric service delivery using design tools and methods. You will work with cross‑functional teams to develop CX strategies, channels, and personalization techniques that put the user at the center.

You will map customer journeys, run workshops, and identify improvement areas while guiding colleagues toward an outside‑in mindset and measurable CX results.

Qualifications

• Experience in service design and design thinking, incl. journeys, blueprints, and personas.
• Proven ability to gather customer needs via workshops or interviews.
• Strong communication and presentation skills, able to guide CX projects with stakeholders.

Responsibilities

• Visualize services and processes with customer journeys and service blueprints.
• Conduct user research from interviews to surveys.
• Facilitate design workshops with users and stakeholders.
• Advocate for outside-in thinking and customer-centric CX strategies within the team.
• Drive CX processes across teams toward concrete outcomes.

Skills

User research

Workshop facilitation

CX strategy

Cross-functional collaboration

Communication

Education

Higher professional education in design or related field

Tools

Miro

Figma

Piwik

TheyDo

Job description

As a service designer, you will work on developing and improving service delivery by creatively and practically applying design tools and methods. Together with your teams, you will work hard on further developing and implementing customer-centric strategies such as CX, channels, and personalization techniques. This also includes further developing needs profiles and personas to truly put the NCSC customer at the center. You contribute to a better customer experience by mapping customer journeys, facilitating workshops, and identifying areas for improvement. You bring the rest of your colleagues along in this process, are able to highlight the value of CX in the right places, and optimize associated user-centric initiatives.

A selection of your duties:

• Visualizing services and processes with customer journeys (as-is and to-be) and service blueprints;
• Conducting user research from interviews to surveys;
• Facilitating design workshops with users and/or internal stakeholders;
• Creating awareness among colleagues for an outside-in approach;
• Further developing customer-centric working and associated CX strategies within the NCSC.

We ask this

You are an experienced service designer looking to further utilize your skills to contribute to the digital security of the Netherlands. You understand and see what the NCSC target audience needs. You come up with innovative ideas and are eager to contribute to the further professionalization of our services. You know how to choose the right method for the various CX issues surrounding cybersecurity and understand better than anyone why it is important to put the user at the center. With great enthusiasm, you guide cross-team CX projects to the right end result.

Furthermore, you have:

• Higher professional/university working and thinking level with relevant education (e.g. industrial design, strategic design, psychology or similar);
• Demonstrable work experience in a similar role (e.g. Service Designer, UX Designer, UX Researcher);
• Experience with improving service delivery through service design and design thinking methods (including creating customer journeys, service blueprints, and personas)
• Experience in gathering customer needs and feedback, such as: facilitating workshops, conducting interviews, designing surveys, and performing satisfaction measurements (NPS, CSAT);
• Strong communication and presentation skills, high enthusiasm, and a results-oriented attitude to independently guide CX processes in alignment with stakeholders;
• Experience with relevant tools within the field, such as Miro, Figma, Piwik, and TheyDo.