Introduction
A leading Belgian telecom company is on a strategic journey to position its all-in-one customer app as a trusted omnichannel hub. Within the Ecosystem Design Chapter, we're looking for a
Business & Service Designer
to help define how this app connects digital and human touchpoints across channels (app, web, chatbot, shops, and call center).
You will operate at the intersection of business design, service design, and customer experience — shaping how customers engage with our brand and ensuring our contact strategy supports a more personalized, simple, and connected experience.
Responsibilities
* Design and implement a new
omnichannel contact strategy
, positioning the app as the preferred customer touchpoint.
* Collaborate with cross-functional business stakeholders to identify and validate
value creation opportunities
, balancing customer needs, business goals, and technical feasibility.
* Translate strategic insights into
clear narratives, roadmaps, and propositions
that guide design and business decisions.
* Facilitate
co-creation and alignment workshops
, helping teams make complex challenges tangible through visual storytelling.
* Support leadership in defining
success metrics and impact
, linking design outcomes to measurable business performance.
* Align app strategy, product vision, and customer engagement across different teams and tribes.
Experience & Competences
* Minimum
5 years of experience
as a Business or Service Designer, UX/CX Strategist, or Innovation Consultant.
* Proven track record applying
Design Thinking
to create deliverables such as customer journeys, blueprints, value propositions, and prototypes.
* Ability to move fluently between conceptual thinking and concrete implementation.
* Strong
business acumen
, understanding organizational dynamics and how to position design for impact.
* Skilled facilitator with excellent
visual and verbal communication skills
, able to influence and align diverse stakeholders.
* Experience defining
value propositions, digital product positioning
, and
strategic roadmaps
.
* Experience with contact strategy and channel positioning is a strong plus.
* Familiarity with
telecom, digital ecosystems
, or
multi-channel service environments
is an asset.
* Proficiency with
Miro, FigJam, or Mural
; comfortable working with KPIs and data.
Attitude & Behaviour
* Customer-focused, pragmatic, and hands-on.
* Comfortable working in
ambiguous, evolving environments
.
* Curious and continuously learning about new digital trends and tools.
* Strong communicator, conceptual thinker, and organized planner.
* Self-driven, analytical, and able to connect the dots across systems.
Languages
* Fluent in
French or Dutch
, and
English
(spoken and written).
Offer
You'll join a forward-thinking digital & design team within a major telecom organization that's redefining how customers interact with digital channels. Expect a
dynamic environment
, the opportunity to
shape strategic design at scale
, and the space to
influence the future of customer engagement
across Belgium.