About This Role
This UX Designer role focuses on improving digital customer interactions, making them personal, understandable, and efficient. The designer will work to enhance online self-service processes and create new user interactions for digital channels, primarily online self-service, with potential expansion to other channels.
Responsibilities
- Translate customer needs, insights, and requirements into user flows, online screens, and prototypes for online self-service processes
- Collaborate with the channel manager and external development team to implement UX designs and verify that the realized solution aligns with the design
- Monitor the accessibility of digital customer interactions for various customer groups
- Analyze the user experience of digital customer interactions and propose UX improvements
- Set up and guide user research, testing, and digital experiments
- Contribute to setting up and managing the UX design system for digital customer interactions
Requirements
- HBO (higher professional education) work and thinking level
- Several years of work experience as a UX designer, Interaction designer, or in a similar role
- Curious about how behind-the-scenes processes work, diving into business rules, exceptions, and systems, and consulting with customer service colleagues, process employees, and IT to simplify processes for the customer
- Experience with design and prototyping tools (e.g., Figma) and tools for analyzing digital user behavior (e.g., Hotjar)
- Able to collaborate in a multidisciplinary team of specialists and guide the entire process from research to implementation of an improvement
- Experience with using data and customer insights for optimization and able to clearly present and substantiate design choices with customer insights, data, and user research
- Knowledge of digital accessibility and WCAG, and motivated to develop further in this area
- Stays informed of relevant developments in UI/UX and service design within a service organization
- Thinks from the customer's perspective and knows how to translate complex processes into clear and simple digital customer interactions
- Combines creativity with analytical ability and enjoys working data-driven
Nice to have:
- Concrete experience with managing or working from a structured UX design system
Benefits
- Collaboration in a committed and expert team
- Contribution to a professional and future-oriented Online team
- Opportunity to develop further in user-friendliness and service design
- Possibility of working from home
- 31.5 vacation days
