Service Designer for Cockpits

il y a 1 semaine

Bruxelles, Région de Bruxelles, Belgique Proximus Group Temps plein
A job at Proximus? You'll find that everything revolves around the idea 'Think Possible'

This means:
we always assume that something is possible, even if it seems impossible. Well, especially so, actually.

Call it a way of thinking that involves being open to a world of digital solutions that make our lives easier.

And our way of working smarter.


We are looking for a highly motivated, service designer to join us on the exciting journey of our Service Design for Cockpits Chapter.

But before we get into how you could be part of this, let's first introduce you to our way of working and our team:

Our philosophy

Our Chapter is focused on designing journeys for our internal clients, sales & care agents, in shops and contact centers.

Therefore, key principles of our Chapter are

  • Enhance experience of our agents
  • Bring a humancentred approach to problem solving
  • Build value centred on effortless approach
  • Get a knowhow on our technologies to make it real
Our purpose is to create fine-tuned solutions for agents' problems that will be impactful for their interactions with our final clients

Who we are?


You will be part of our dynamic Chapter where a lot of the work is about building agent's experience based on their feedback, our transformation strategy, and technology opportunities.


As a member of our Chapter, you will work in Agile, join a squad and collaborate mainly with UX designer, analysts, and PO's in order to make sure that designs can be brought to live.


What you will be part of
User research

By research, we mean:

  • Agents & stakeholder interviews,
  • Field studies, which can take several forms like shadowing in our shops and contact centers
  • Data research,
Co-creation

We value the co-creation process to develop or improve end-to-end experiences of our agents, ensuring the best fit in terms of desirability (people), feasibility (technology), sustainability, and viability (business).

To reach this, we believe in the power of teamwork and are co-creation enthusiasts for activities like:

  • Cocreation & design workshops
  • Customer journey management, experience mapping,
  • Omnichannel strategy
Design
"Design is not how it looks, it's how it works" We do value beautiful designs with high quality, and we also do consider it as a part of a design process where the whole squad is involved at different steps and levels, including you. Team spirit is key.

Methodology

We follow the "double diamond" or service design methodology to complete our mission.

As Service Designer, we are the owner of this design process and facilitate all workshops needed to land perfect value proposal and its execution.

We start out with research, going on to ideation & definition of value proposal, after which we prototype and design your end-2-end journey before delivering an MVP together with the squad.

This in constant interaction with our user/customer, backing up our assumptions as we go.

Field knowledge


As our customers are our sales agents, a knowledge of the field, their day-to-day and the tools they use, is key to deliver solutions.

We spend at least 1 day/month on the field to get a better understanding of their problems and how it impacts their journeys as well as the ones of our final customers.


You will be part of the Business & Service design chapter, a team at the heart of the brand-new Design Division alongside UX, UI, Product & Content design.

What we expect from you
3 reasons this is a job for You

  • You like starting from a blank page to give form to new products & services, processes & user experiences or to redesign an existing user journey.
  • You like working in and driving crossdisciplinary squad towards a common objective, even on challenging assignments.
  • You are openminded, embrace change and ready to be familiar with our technologies
3 reasons this is not a job for you

  • You can only function if every day of the week is nicely predefined.
  • You have never heard about squads, agile ways of working & multidisciplinary teams.
  • You don't see the benefit in trying, failing, learning & trying again.
Profile

Who you are

  • You have 25 years' experience as business/service designer, UX strategist, or innovation consultant working on a diverse range of complex problems in a humancentric way.
  • You are comfortable in facilitating workshops to cocreate solutions together with stakeholders of all levels
  • You have proven experience with ProofofConcept prototyping and user validation
  • You have experience with design tools (like Figma, Sketch or Invision) and/or data analytics platforms (like Qualtrics, MicroStrategy or Tableau) is a plus
  • You have strong conceptual mind, strategic thinking & sensemaking
  • You have excellent visual & verbal communication skills
  • You are fluent in English, Dutch and/or French
  • You have handson mentality
  • You are open to change attitude, ready to try concepts/approaches/tools for the first time
  • You have le

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