About the job
The Service Designer is responsible for defining and improving our service processes. The service designer sets requirements (on the service), creates a concept design (of the service) and brings the service towards its final design including implementation support. The service designer works under the guidance of the End-to-End (E2E) Manager Services and is in close touch with operational departments delivering the service.
During the design of the service, the service designer keeps focus on the customer experience while developing the optimal E2E workflow of the service. In this context end-to-end means: the service demand starts with the customer to Thales, it is processed within Thales, translated to Thales’ suppliers and back again to Thales, and ultimately the service is delivered back to the customer. This means that the service designer works in multidisciplinary teams of stakeholders coming from the entire E2E chain, with the goal to improve processes, tooling and organisation.
More specifically, the key tasks of the service designer are:
- Definition of our standardized or new E2E service processes
- Definition of service solutions for projects, consisting of combinations of the standard E2E service processes, including their tailoring to the customer.
- Continuous improvement of the service processes by implementing changes to their design based on feedback, lessons learnt, or innovations.
- Building and maintaining our service design framework based on Service Readiness Levels.
About you
- Have a Bachelor or Master in a technical, logistic or business administration domain.
- Have good verbal and written communication skills in English.
- Have a deep understanding of and empathy for customer needs and applies a customer-focused approach when driving improvements.
- Have strong analytical skills with a keen eye for detail, but can also ‘zoom out’ to take a more holistic view. Can think in concepts.
- Have a structured, systematic way of working, but is at ease with missing details.
- You are curious, with a desire and creativity to improve our services based on market needs and lessons learnt in operations.
- Able to operate within multidisciplinary teams. You are a good communicator and love collaborating with and learning from other disciplines.
- Able to deal with change, or even drive it. Able to deal with occasional resistance to change.
- Knowledge or experience with Customer Services or Service focused projects is preferred
- Knowledge or experience with process design and improvement methods (e.g. Lean Six Sigma or ITIL) is preferred
What's in it for you
- A challenging job in a great team within our high-tech, innovative work environment. Includes the freedom for initiative and good ideas;
- Room for personal and professional growth within our organisation, for example in regards to technical, commercial or international skills;
- Valuable international collaboration with coworkers from 68 different countries around the globe;
- A comfortable work space in a modern environment, with a focus on flexibility and the right work life balance;
- You can usually work where and when you want to be able to do your work as well and efficiently as possible. Within Thales we implement hybrid working, where you can, for example, work from home two days a week if your role allows it;
- A good salary, fitting travel allowance, and the ability to personalise your employment conditions: for instance, you can trade days off for internet costs, our bicycle plan, company fitness and relocation costs;
- 40 days off per year (PTO). Yes, really.
Interested?
Apply now! Click on the button below to upload your profile and show your interest.
To ensure that we are a good match, we can ask you to participate in an assessment.
Diversity Statement
We actively support a working pattern that suits your lifestyle and helps you reach your ambitions. That means that equal opportunities, inclusion and an informal culture are integral to our success. It also means that your well-being and happiness matter to us! That’s why we offer you the flexibility to do what’s important to you; whether that’s part time hours, job sharing, remote working, or the ability to flex your start and finish times.
Security Requirements
In line with Thales' Baseline Security requirements, candidates will be asked to provide evidence of identity, eligibility to work in The Netherlands and employment and/or education history. Some vacancies may require a security clearance which can require further evidence to be provided. For further details of the evidence required to apply for security clearance please refer to the General Intelligence and Security Service.
#LI-FV1