Senior Service Designer – Area Special Payment Solutions

Get the chance to have real impact on the customer journeys of our corporate users. We are looking for a Senior Service Designer to join the ride in creating solutions to make things easy, efficient and delightful for our customers of Rabobank. 

You and your job

As a Senior Service Designer within our Special Payments Solutions area, you will be responsible for building a thorough understanding of the end-to-end customer journeys. 

In a nutshell,...

• You will build in-depth understanding of customer needs to identify opportunities for growth on both customer satisfaction and growing our customer base. 
• From there, you will help your teams in the area translate the needs into desirable, feasible and viable solutions that fit with the strategy of the bank and the area.
• You are the voice of the customer and the employee in the decision-making processes for the most important customer journeys within Special Payment Solutions.

​

Facts & Figures

• 90+ multidisciplinary designers 
• Work on a wide range of international business products like bank guarantees and Rabo Easy FX. 
• Work in an area that is eager to do better everyday and greatly looking forward to you! 
• 43,000+ Rabobank colleagues around the world 

Your Role

You are the person within the area who will spot the need for actions to further improve the CX / EX knowledge the area and the tribe. You will also initiate the activities that are needed to improve the CX /EX maturity. You will work hands-on on Journey projects from intake to refinement. But also giving Journey Management trainings for colleagues who are new to the capability and keeping track of all the journey related projects in the area.

Your responsibilities

• You will translate Journeys, insights, opportunities, and solutions into Journey Maps.
• Work in close collaboration with your stakeholders in the tribe (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 SPS Journeys and other Journeys in the organization.
• You are the linking pin between the Service Design agenda of area SPS and the ‘Touch’ Journey Management program of Rabobank. 
• You are the first Service Designer in area Special Payment Solutions, but you will have a strong partnership with the Service Designers in the other Rabobank tribes.
• You are part of a great embedded design team in Tribe Payments with other designers (Design Lead, UX and UI Designers).

Your talent

We are looking for a talented Service Designer 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. Preferable in a corporate environment. 
• Thorough understanding of Service Design methodology and the steps needed to successfully identify opportunities to improve end-to-end Journeys (Scoping, Mapping, Ideation etc) 
• Experienced workshop facilitator
• 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.
• Experienced with Journey Mapping Tooling (TheyDo) to visualize the Journeys is a plus.
• Experience in banking industry 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 90+ 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 € 51.508,- and € 87.690,- gross per year (scale 9 or 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 rabobank.jobs/en/conditions-of-employment.  

The job application process

• Any questions about working at our Design Chapter and the process? Sylvana Janssen, Recruiter via Sylvana.Janssen@rabobank.nl.   
• 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. 

#LI-SJ1