Experience Designer - Service Design (All Genders) at ZooplusSE

About the Role

We are seeking an Experience Designer to join our team and play a pivotal role in improving zooplus' customer experience through strategic design work, customer journey mapping, and the development of zooplus services. This role focuses on using data-driven insights, customer research, and collaborative design techniques to enhance experiences across digital touchpoints.

Key Responsibilities

• →Partner with data and research teams to drive design decisions, applying insights to design work.
• →Support and contribute to the development of Customer Journey Mapping to ensure a seamless experience across customer touchpoints.
• →Lead exploration and stakeholder workshops to identify customer and stakeholder needs, translating these into actionable and tangible insights and solutions.
• →Own and manage mid-sized projects/features, guiding them from concept to completion while ensuring they align with strategic goals and user needs.
• →Collaborate with cross-functional stakeholders, ensuring their needs are integrated and addressed throughout the design process.
• →Execute ideas into tangible, well-designed prototypes for user testing.
• →Contribute to and support the work within zooplus’ Customer Journey Management Tools, ensuring clear documentation and easy access to design assets and workflows.
• →Stakeholder Collaboration
• →Actively involve stakeholders in the design process, understanding their needs and tailoring design outputs to align with their expectations.
• →Maintain alignment with stakeholders to ensure business goals are met and communicated effectively, contributing to long-term project success.
• →Business Acumen
• →Demonstrate a solid understanding of how design work aligns with team KPIs, contributing to business objectives and ensuring that customer experience initiatives support overall strategic goals.
• →Use data and research results to drive decision making and help the company create customer-centric experiences.
• →Communication & Storytelling
• →Effectively communicate design decisions and their rationale, translating complex concepts into clear, actionable stories for diverse audiences.
• →Present results and insights in a way that’s accessible and easy to understand for both technical and non-technical stakeholders.
• →Strategic Thinking
• →Propose new ideas and solutions to improve projects and their business impact, continuously refining service design strategies to address more complex problems and elevate the customer experience.
• →Time & Project Management
• →Manage the timelines and deliverables for medium and large-sized projects, ensuring that projects are completed on time and meet quality expectations.
• →Adapt to shifting priorities while ensuring that work stays aligned with project objectives and deadlines.