Business & Service Designer - Insurance/Financial Experience

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

The information below covers the role requirements, expected candidate experience, and accompanying qualifications.

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.
• Strong visual, written and verbal communication skills.
• 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 Mu