UX service designer

We are looking for an experienced Service Designer to support ongoing organizational changes within a Retail & B2B environment. You will join a digital team responsible for developing and improving applications for customers and business partners.

Using a Design Thinking approach, you will collaborate closely with UX and UI designers, developers, and Product Owners to co-create solutions that address complex business and user challenges. A key part of your mission is ensuring coherent, user-centered journeys across different customer segments.

This role is based mainly in Brussels and starts Januari - Februari.

What You Will Be Doing:

• Develop and implement user-centered service designs aligned with organizational and customer needs.
• Analyze and map existing ecosystems (services, applications, processes) to identify pain points and opportunities.
• Co-create service blueprints and workflows with stakeholders.
• Detail service blueprints covering interactions, processes, systems, and backstage activities.
• Ensure service concepts align with business objectives, KPIs, and technical feasibility.
• Frame the problem space, clarify objectives, and define target user groups.
• Conduct qualitative and quantitative research: ergonomic audits, competitive benchmarks, interviews, data analysis, personas, experience maps, etc.
• Synthesize insights and translate them into actionable design solutions.
• Use data-driven approaches to improve existing applications and services.
• Facilitate ideation workshops and design sprints with cross-functional teams.
• Produce high-quality deliverables: wireframes, UI mockups, interactive prototypes, and design system assets.
• Prepare and participate in user tests to validate concepts prior to development.
• Drive continuous improvement across digital tools and customer journeys.
• Engage business squads in the adoption of Design Thinking practices.
• Facilitate workshops with pedagogy, empathy, and clarity.
• Support the spread and alignment of user-centered methods across teams.
• Defining critical user journeys.
• Creating prototypes for customer-facing web and mobile experiences.
• Reviewing and improving online sign-in funnels., * You're joining an impressive network of +100 digital consultants and the Ariad staff, all dedicated to helping and supporting each other to succeed, and drive innovation.
• You will never be a number: we match you with projects that suit your skills and ambitions.
• Personalised follow-up & honest feedback guided by our Digital Talent Managers.
• Gain a rich community of other digital professionals at quarterly events and meetups. Join our annual Workcation event in sunny Southern Spain.
• Ongoing opportunities to learn and grow professionally including personal and professional development and guidance.
• Access to leading A-brands in Europe such as Samsung, ING Bank, Carrefour, L'Oreal, Decathlon and many others!

• Proficiency in journey mapping, process mapping, and service blueprinting.
• Strong visual storytelling and presentation abilities.
• Creativity and vision for designing innovative service solutions.
• Analytical mindset for solving complex challenges.
• Hands-on experience with user research methods (interviews, usability tests, surveys, etc.).
• Strong ability to analyze, synthesize, and translate insights into clear recommendations.
• Excellent communication skills with the ability to clarify complex concepts.
• Skilled in facilitating workshops and aligning cross-functional stakeholders.
• Empathy, strong interpersonal skills, openness, and collaborative mindset.
• Ability to work autonomously.
• Fluent in French or Dutch, with solid English proficiency.
• Minimum 5 years of experience in service design and Design Thinking.
• Ability to translate strategic objectives into design solutions with strong business insight.
• Mastery of Miro or equivalent tools.
• Proficiency in Figma (Adobe XD experience with willingness to transition).
• UI design skills are a plus.
• Experience working in Agile or iterative development environments.
• Service Design: 80%
• UX Design: 20%

CARIAD is the automotive software company of the Volkswagen Group. Building automotive software platforms and digital customer functions for iconic brands like Audi, Volkswagen and Porsche, CARIAD supports the Volkswagen Group in becoming the global automotive tech driver.  

CARIAD's powerful software architectures enhances digital customer experiences with key products such as advanced driver assistance systems, a unified infotainment platform, software functions for charging and driving performance, as well as data, backend and cloud solutions, and digital services in and around the vehicle.  

The software architecture for the Volkswagen Group’s volume segment powers vehicles such as Volkswagen’s ID. models, the Audi Q4 e-tron, Škoda Enyaq, Škoda Elroq, and CUPRA Born. In 2024, a platform was launched for the Premium and Sports/Luxury segment, taking the in-car experience of vehicles such as the Audi Q6 e-tron and the Porsche Macan 4 Electric to the next level.  

Founded in 2020, CARIAD’s around 5,000 employees come from over 90 nationalities. Software developers and engineers work in Germany, the USA, China, India and Estonia, developing market-specific solutions and making software a competitive advantage for the Volkswagen Group.