Service Designer – Customer Journey & Service Experience

Project overview

We, the bridgingIT Group, are a manufacturer-independent, product-neutral technology and management consultancy that supports customers from a wide range of industries in pioneering change initiatives.

We engage external professionals through our partner management whenever we need to satisfy our customers due to a lack of capacity.

We would be pleased to welcome you to our partner network soon.

Requirements

Must-Have Criteria

Feel free to contact your contact person at any time if you are interested or have questions:

Cihan Falay

• Analysis, conception, and optimization of user-centered services and end-to-end customer journeys
• Identification of user needs, pain points, and optimization potential along various touchpoints
• Conducting and evaluating user interviews, workshops, and research activities
• Creation and further development of customer journey maps, service blueprints, personas, and experience maps
• Design and optimization of cross-channel service processes, considering digital and analog interfaces
• Development of innovative service concepts and validation through prototyping and testing
• Definition and evaluation of relevant KPIs for measuring user satisfaction and service quality
• Support in the further development of user-centered processes, methods, and standards
• Close collaboration with interdisciplinary teams and various stakeholders
• Several years of practical experience in service design and in designing user-centered services
• Profound knowledge in Human Centered Design, Customer Experience (CX), and User Experience (UX)
• Experience in customer journey mapping, service blueprinting, and end-to-end process design
• Experience in conducting qualitative and quantitative user research
• Confident use of common service design methods and tools
• Experience in the conception and execution of workshops and co-creation formats
• Knowledge in prototyping, testing, and validation of service concepts
• Experience in the analysis and optimization of complex service processes and interfaces
• Experience in interdisciplinary collaboration with business units, IT, and UX teams
• Knowledge of agile and iterative working methods
• Strong analytical, conceptual, and communication skills

Project details

• Start: ab sofort
• Duration: 12 Monate
• Remote: remote
• Location: Stuttgart, Deutschland, DE
• Languages: German