Service Designer - Housing


Get the change to have real impact on the customer journeys within the largest mortgage portfolio in the Netherlands. We are looking for a Service Designer to join the ride in creating solutions to make things easy , efficient and delightful for our customers and employees.   


You and your job  

As a Service D esigner within our h ousing domain, you will  be  responsible for gradually build ing a thorough understanding of the e nd-to- e nd c ustomer journeys from both a customer and employee perspective.  


In a nutshell, you will ...  

  • You are the voice of the customer and the employee in the decision - making processes for specific c ustomer j ourneys within h ousing.  

  • You will help your t eams in the t ribe  translate the needs into desirable, feasible and viable solutions that fit with the strategy of the b ank and the t ribe.  

  • You will be facilitating hands-on j ourney p rojects from I ntake, to R esearch, to I deation and R efinement.  


Facts & Figures    

  • 9 0+ multidisciplinary designers   

  • Work on a wide range of h ousing topics like mortgage journeys , sustainability initiatives , employee platform s , and cross - product integration s .  

  • Work with 4 00+ people laser-focused on digital innovations for the Dutch housing market.  

  • 43,000+ Rabobank colleagues around the world      


Your Role  

You are the person within the t ribe who will spot the need for actions to further improve the CX / EX knowledge of the t ribe. You will also initiate the activities that are needed to improve the CX /EX maturity. You will work hands - on on Journey projects from i ntake to refinement. But also giving Journey Manag e ment trainings for colleagues who are new to the capability and keeping track of all the j ourney related projects in the t ribe.  

Your responsibilities    

  • You will translate Journeys, insights, opportunities , and solutions into Journey Maps.  

  • Work in close collaboration with your stakeholders in the t ribe ( e.g., Roadmap managers, Product Owners, Area , and Cluster leads) and in the Chapters ( e.g., Marketing, Process management) to improve the CX /EX maturity.  

  • You will visualize the hierarchy between Housing Journeys and other Journeys in the organization .  

  • You are the linking pin between the Service Design agenda of the t ribe and the ‘Touch’ Journey Management program of Rabobank.  

  • You are the first Service Designer in the t ribe h ousing, but you will have a strong partnership with the Service Designers in the other Rabobank t ribes .  

  • You are part of a great embedded d esign team in the h ousing domain with other designers (Design Lead, UX and UI D esigners).  


Your talent    

We are looking for a talented S ervice D esigner who can use creativity, problem-solving and communication skills to handle the complex context of a bank.    

  • Preferred background: Industrial Design Engineering / Product Design /Communication and Multimedia Design (CMD).   

  • Minimum 2 yrs. of experience as Service Designer. Preferabel in a corporate environment.   

  • Thorough understanding of Service Design methodology and the steps needed to successfully identify opportunities to improve e nd - to -e nd Journeys (Scoping, Mapping, Ideation etc)   

  • Experienced in workshop facilitation  

  • Experienced with Journey Mapping Tooling ( TheyDo ) to visualize the Journeys   

  • Empathize with customers and employees, who must navigate the experience your organization has created. But also empathizing with your internal stakeholders who are doing their best to deliver the service despite the organizational boundaries and silo'd resources  

  • Experience in banking industry and TheyDo is a plus   

Together we achieve more    
You will be part of the Design Chapter, the internal design department of Rabobank. We are a diverse and inclusive group of 9 0+ creative professionals, specialized in UX Design, Visual Design, Service Design, Strategy and Research. What binds us is a culture of curiosity, collaboration, creativity, and continuous learning. We have our own design studio in Utrecht with workshop spaces and all the tools you need to do your work. We offer multiple ways for you to become better at your craft and cultivate your ideas.   

  • A friendly community of designers, working together, helping each other grow and celebrating our achievements together.   

  • The right digital tools. Figma for design, Miro for digital whiteboarding and MS Teams and Office for communication and files. But also, tools to do remote online research and easy access to respondents.   

  • Every month we have a ‘Design Chapter Day’ with showcases, workshops, and inspiring speakers.   

  • Room to start your own initiatives, with frequent rituals in which you can pitch and develop your own ideas.    

  • The opportunity to shape your role based on your ambitions.   

This is what we offer you     

  • A salary between € 3.959,74  - € 6.741,24 gross per month (scale 9/10, depending on your experience)   

  • A 13th month and holiday pay   

  • An Employee Benefit Budget (11% in addition to your salary), which you can spend on things like extra days off or simply add to your salary   

  • Flexible working hours and hybrid working options: work from home, at the HQ in Utrecht or at other Rabobank offices in the Netherlands   

  • Budget to freely spend on personal development     

  • Budget and allowance for working from home   

  • A MacBook Pro + iPhone    

  • NS-business card   

This is a  selection of the terms of employment for a  Designer based on a 36-hour working week. You can find all terms of employment on en /conditions-of-employment.    
The job application process     

  • Any questions about working at our Design Chapter and the process? Jerrol Spier, Senior IT  Recruiter  via     

  • Please make sure to provide us with a link to your portfolio.   

  • We will hold the interviews through a video call.    

  • You can find answers to the most frequently asked questions on  Frequently asked questions - Careers at Rabobank.     

  • A security check is part of the process.    

  • We respect your privacy.   


Vacature informatie

Organisatie: Rabobank

Locatie: Utrecht



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