Service Designer

Overview

Are you a visionary Service Designer ready to shape the future of customer engagement and internal operational excellence for a leading global retailer? Aquent is seeking an exceptional talent to join our client’s dynamic team, where you will play a pivotal role in transforming how customers discover and interact with their brand, while simultaneously optimizing critical marketing workflows. This is a unique opportunity to drive significant impact, connecting customer journeys with robust internal processes and fostering a culture of collaboration across diverse teams.

In this role, you will be instrumental in enhancing both the customer experience and the efficiency of marketing operations. You will delve into complex environments, identifying key pain points and opportunities to streamline processes, improve data flow, and ensure seamless integration of consent management. Your work will directly influence how marketing specialists operate globally, enabling them to design and optimize campaigns that truly resonate with customers and build lasting trust. By mapping out ideal customer journeys and co-creating future-proof operating models, you will contribute to a scalable and aligned strategy that is future-ready.

This is a full-time (40h/week) position with a 6-months tenure. 

PLEASE NOTE: Due to the contracting nature of this role, only candidates with the unrestricted right to work in The Netherlands will be considered. 

What You’ll Do:

• Strategic Research & Design: Lead comprehensive market performance research to understand current workflows, tools, challenges, and opportunities across various operational markets.
• Journey Mapping & Blueprints: Develop detailed blueprints and journey maps for marketing specialists, covering everything from campaign planning and setup to data activation, reporting, and evaluation.
• Insight Synthesis: Consolidate diverse inputs, including market intelligence, expert perspectives, strategic directives, and technological advancements, to generate actionable insights.
• Future Model Co-Creation: Collaborate with stakeholders to design a scalable, future-proof operating model that allows for necessary local adaptation while maintaining global alignment.
• Opportunity Prioritization: Identify critical pain points and strategically rank potential solutions based on customer value, co-worker impact, technological feasibility, and business value.
• Cross-Functional Collaboration: Foster stronger connections between service designers in marketing activation and adjacent areas such as product development, customer relationship management, and digital experience teams to ensure holistic alignment.

Must-Have Qualifications:

• Extensive experience in Service Design (min. 7 years) within complex environments, including both business-to-business (B2B) and business-to-consumer (B2C) contexts.
• Proficiency in Business Thinking, enabling you to understand and align design solutions with strategic business objectives.
• Expertise in Journey Management and Journey Mapping, with a proven track record of creating comprehensive customer and co-worker journey artifacts.
• Strong Facilitation skills, capable of leading workshops and discussions with diverse stakeholders to achieve consensus and drive outcomes.
• Experience with Exploratory Research methodologies to uncover deep insights and user needs.
• Demonstrated ability in Change Management, guiding organizations through transitions and adoption of new processes.
• Adept at Scenario Design and Conceptual Thinking, translating complex ideas into tangible service concepts.
• Proficiency in Systems Thinking, understanding how various components interact within a larger ecosystem.
• Skilled in creating Service Blueprints that detail front-stage and backstage processes.