Product & Service Designer

  • Amsterdam
  • 32-40
  • .

PURPOSE OF THE FUNCTION 
The Product & Service Designer will translate business needs into clear functional requirements within the existing portfolio of platforms of the Solutions and Software Development Department. The Product & Service Designer will collaborate on innovation, product & service design solutions that support organizational change efforts within Cygnific, and coordinate the end-to-end design, implementation and adoption of (digital) solutions and applications. The Product & Service Designer will also play a key role in promoting innovation, by supporting design thinking and user/customer experience methodologies across the organization. 
 
 
KEY RESULT AREAS 

Innovation, Service & Product Design  
Identify and translate high-level business needs into clear design requirements, wireframes, and proposals that support organizational change and innovation. Based on the direction from Manager, Solutions & Software Development, apply and support service & product design, UX/CX principles and Agile methodologies within Cygnific. Take active, facilitator role in application design, user research, testing and roll-outs to support various stages of the software development lifecycle. Responsible for the end-to-end design, implementation, communication and adoption of new applications and solutions built within existing platforms.  Together with Manager, Solutions & Software Development, the prioritization is set for different focus areas. 
 
 
Activities 

  • Coordinate long-term ownership of solutions and applications within Cygnific within the existing portfolio of programs.
  • Plan and execute co-creation, ideation and journey mapping workshops with stakeholders, produce design specifications and maintain the product backlog.
  • Collaborate closely with Manager, Solutions and Software Application Developer team, citizen developers and stakeholders to drive solutions development roadmap and portfolio.
  • Consult on new digital product, service and customer experience solutions for Cygnific.
  • Communicate releases & updates on behalf of Solutions & Software Development as related to the communication policy of Cygnific
  • Support (continuous) release management, together with Manager Solutions & Software Development. 
  • Consult on and maintain UX/UI design guidelines, documentation for SharePoint intranet/Connect and internal platforms (RTI, PowerPlatform)
  • Design and produce low - high-fidelity mock-ups, wireframes and rapid prototypes
  • Project Management: from proof of concept to minimum viable product, act as point of contact for third parties and partners 
  • Conduct user research, user acceptance & usability testing sessions 
     

 

Software Incident & Problem Management 
Deliver effective and efficient support to users having incidents or problems regarding applications within portfolio of Solutions & Software Development. Ensure the participation of 2nd or 3rd line support if needed. Keep KACE-related documentation up to date when it concerns the SSD area. 

 

Continuous Improvement 
Signal and act upon malfunctions in processes and procedures and propose improvements. Deliver effective and efficient support to users having incidents or problems regarding applications. Ensure the participation of 2nd or 3rd line support if needed. Keep related documentation up to date. 

 

KNOWLEDGE/EXPERIENCE 

  • Higher vocational/university think and work level 
    2-3 years of experience working in a commercial and service-oriented environment 
  • Working knowledge of business processes and developments 
  • Knowledge of developments and movements in Call Centre and Loyalty
  • Business (national and international) 
  • Good knowledge of Dutch and English (written & spoken) 
  • Lean Six Sigma Orange Belt 
  • Working knowledge of the main software packages (Microsoft 365 suite, DevOps, Visio, SharePoint Online, Microsoft Power Platform) 
  • Knowledge of service & product, UX design and user acceptance testing tools, methodologies 
  • Knowledge of SAFe/Agile innovation frameworks and best practices