Service Designer

Our client is evolving its digital capabilities to meet the demands of modern energy customers and partners. We're seeking an Interim Service Designer to help shape this transformation.

You'll join our digital team, working on customer and partner applications that serve residential, professional, and business users. Applying a Design Thinking approach, you'll collaborate closely with UX designers, UI designers, product owners, developers, and marketeers to tackle complex challenges.

As a Service Designer, you'll co-create solutions with cross-functional teams, designing the future of customer and partner interactions: where conversational AI, autonomous agents, and predictive systems work harmoniously within our digital ecosystem. Your work will bridge traditional digital experiences with emerging AI capabilities, ensuring technology enhances rather than complicates the user journey.

You'll work across multiple environments (web and mobile) on diverse digital initiatives,:

• Designing the next-generation customer zone (web and app)
• Redefining customer journeys for AI-augmented interactions (e.g., smart assistants)
• Creating seamless transitions between self-service and AI-assisted support
  
  

The mission will mainly be performed in Brussels. The mission starts ASAP and will last for about 12 months, but the duration will be depending on organizational needs.

TASKS Service design and strategy

• Design user-centered services that integrate human insight with agentic, AI-assisted capabilities.
• Map ecosystems (services, apps, data flows) to reveal interdependencies, pain points, and automation opportunities.
• Co-create service blueprints and workflows that harmonize business goals, technical enablers, and user needs.
• Map out service blueprints, detailing user interactions, processes, systems, and backstage activities.
• Ensure the proposed services align with business objectives, KPIs, and technical capabilities.
  
  

User Research & Customer Insights

• Frame problems and define research goals to uncover user motivations, contexts, and unmet needs.
• Conduct and synthesize qualitative and quantitative research (interviews, usability testing, analytics, competitive benchmarks).
• Audit existing user journeys to identify where automation or personalization can enhance value.
• Translate insights into actionable opportunities for design and AI integration.
  
  

Imagine, Prioritize And Design

• Facilitate ideation sessions, co-creation workshops, and design sprints that bring ideas to life collaboratively.
• Produce high-quality deliverables: customer journeys, service blueprints, user flows, wireframes, prototypes, etc. across web, app, and AI touchpoints.
• Test and validate design hypotheses through rapid prototyping and user feedback cycles.
• Apply continuous improvement and data-informed iteration.
  
  

Federate The Service And Ux Design Throughout The Company

• Promote design thinking and service design practices across squads and teams.
• Coach and harmonize departments around human-AI collaboration principles and ethical design.
• Foster shared ownership of the end-to-end experience
  
  

SKILLS AND COMPETENCIES

Mindset & ethos

• Autonomous and proactive in taking ownership of design initiatives
• Collaborative approach with design colleagues and business stakeholders
• Open-minded, curious, critical, and adaptable in fast-paced agile environments
  
  

Design excellence

• Proficient in journey mapping, process mapping, and service blueprinting
• Strong visual storytelling skills to present design concepts clearly
• Creative vision to design innovative solutions
• Analytical thinking to solve complex, multi-layered challenges
  
  

Research leadership

• Comfortable leading qualitative research activities (interviews, user testing, workshop facilitation)
• Strong data synthesis and insight-generation capabilities
• Experienced in translating research findings into actionable design decisions
  
  

Communication & facilitation

• Excellent communication skills with ability to convey complex concepts clearly
• Skilled at facilitating workshops and stakeholder discussions
• Capable of aligning cross-functional teams around shared goals
  
  

Strategic insight

• Strong grasp of business strategy with ability to connect design to measurable value
• Capable of balancing creativity with practical and technical constraints
• Business-savvy approach to validate solutions against organizational goals
  
  

Language & emerging technology

• Good level of English (French or Dutch is a plus)
• Understanding of AI-assisted user experiences and adaptive interface patterns is a plus
  
  

TECHNICAL REQUIREMENTS

• Minimum 5 years experience in service design and applying design thinking methodology
• Mastery of Figma for wireframing and prototyping
• Proficient with Miro or equivalent tools for journey mapping and workshop facilitation
• Comfortable creating interactive prototypes that simulate AI interactions