The exceptional EY experience. It's yours to build.
The Opportunity: Your Next Adventure Awaits?
EY VODW represents the customer centric innovation practice in Belgium and is a specialized team, delivering customer-focused solutions. Our focus is on helping large companies and public clients understand their customers better and design, build and launch new innovative products, services and experiences. We support our clients from strategy and exploration to working MVP and scaling new solutions in the market.
EY VODW has a multi-disciplinary team of 80 people in Belgium and the Netherlands and is part of a network of 1.700+ innovation, service and experience design experts throughout Europe.
Our team has innovation strategists, service designers, CX experts, UX/UI/prototype designers, data scientists, agile transformation experts, growth marketeers and developers.
We are located in the Antwerp innovation hub, the Wavespace (just next Berchem train station).
On the topic of customer experience, we wrote the book and we use our in-house quantitative model on customer experience analysis. In response to strong market demand, we are growing our team and are actively looking for an service and experience design expert, who is experienced in working for public clients.
This will make you work for public clients in the area of customer experience, service design and digitalization. As an service design & customer experience expert at EY VODW, your aim is threefold:
- You support national as well as regional institutions and facilities in the public sector, with their challenges related to Customer Experience and Service Design. From shining your client-centric light during the analysis phase, through redesigning the future experience and implementing the improvements. You advise clients on how to structurally improve their customer experience.
- You are also willing to engage on the topic from a commercial perspective. In conjoint effort with the rest of the management team, you develop the offering at existing and new clients.
- inally, you support the development of a team of consultants on the topic of customer experience and service design: team management on projects, internal knowledge sharing, and overall career coaching.
You do this as part of our broader multidisciplinary team (innovation strategists, service designers, CX experts, UX/UI/prototype designers, data scientists and growth marketeers).
Your Key Responsibilities
You will work for public clients, especially in the areas of customer experience, service design and digitalization. You will support and accompany projects from strategy development to implementation at federal, regional and local level. You will take on a wide range of tasks:
- Lead the project-based consulting of national as well as regional institutions and facilities in the public sector
- Take the lead in identifying client issues and proposing the most appropriate approach for challenges that organizations and government institutions face;
- Lead the tendering process in the team for public tenders;
- Build and maintain long-term relationships with senior clients;
- You contribute to the development of the existing customer team, acting as mentor and coach to all levels of the team and leading by example.
- You analyze the existing customer experience and map the customer journey;
- You help companies implement a tailored Voice of Customer Model, to capture customer satisfaction on a relational and transactional level;
- You define the governance structure that help our clients translate customer insights gathering towards actionable, continuous business improvements (top-line or bottom-line);
- You capture strategic objectives, vision and iterative feedback from our clients’ stakeholders;
- You know how to select the right tools & partners to operationalize a voice of the customer model
- You represent the voice of the customer/user, synthesizing quantitative and qualitative data to ensure our work addresses their needs.
Your Profile
- You have a degree in economics, business, social sciences, marketing, psychology and possess a profound interest in topics of public sector customer experience, digitization, optimization, and service design.
- You have at least 5+ years of professional experience in one of the following areas: Public Administration, Digital Transformation, Customer Experience and Service design – in an advisory role for the public sector
- You can demonstrate past experiences in commercial development and team management.
- You speak CX and know the difference between client types, contact roles, touchpoints, drivers and channels;
- You are experienced in setting up Voice of Customer Models and know how to do this both from a quantitative and qualitative perspective;
- You know how to capture and design customer journeys;
- You are well-versed in KPIs such as NPS, CSAT, CES. You know when to use which;
- You know how to conduct effective customer interviews, to gather qualitative information;
- You are a consultant/advisor at heart: you strive to find solutions and options, not issues.
- You understand what it means to work collaboratively with a broader team.
- You partner effectively with business stakeholders & solve problems. You’re comfortable and effective at framing decisions with clear and logical arguments.
- You have strong written and oral communication skills, with experience facilitating group discussions, workshops on the topic of customer experience and customer journeys.
- You are fluent in Dutch and/or French and proficient level of business English
- Strong team spirit, balanced by a healthy sense of autonomy
- Excellent communication skills
- A global mindset, eagerness to learn, and the ability to function in international teams
- People management and project management experience
What’s In It For You
- EY Family – you become part of the EY Family providing you with all the necessary skills, training and opportunities; enabling you to grow to your fullest potential.
- Attractive remuneration package - We offer an attractive remuneration package; including a company car and charging card[NQ1] , iPhone plus subscription, health insurance, pension plan, meal vouchers, and eco vouchers. Thanks to our flex plan it is possible to choose what you value most.
- Flexible working arrangements - We are proud of our flexible working arrangements. We will actively support you in building a successful career and delivering excellent client service without sacrificing your personal priorities. We offer flexible working hours and working from home multiple days per week is possible.
- Inspiring work environment - At EY we are dedicated to providing you with an inspiring work environment. A work environment that allows you to further develop your skills and enables you to fulfill your true potential.
- Learning & personal growth - You will benefit from an onboarding program, receive extensive training and will be coached by a counselor. We offer a clear career path tailored to your unique skills with necessary guidance.
- Fun - By joining our EY- teams, you can participate in team activities, and companywide events and enjoy a drink during our monthly after-work drink.
- Sustainability - We have a fleet of hybrid and electric cars. Our flex plan makes it possible for you to choose the most sustainable option for you. You can also opt for a train subscription or lease a bike.
- Diversity & Inclusion - At EY we are passionate about the inclusion and support of individuals of all groups; we do not discriminate on the basis of race, religion, gender, sexual orientation, or disability status.
- Location - All of our offices are easily accessible by public transport and/or by car and have parking space. They all have parking spaces and charging stations are provided.
- Best Workplace – You will be part of the 2023 number one rated Best Workplace (Great Place to Work).
Here at EY, you’ll have the chance to build a truly exceptional experience. We’ll empower you with the latest technology, surround you with high-performing teams, and provide the global scale and diverse and inclusive culture you need to discover your full potential. Through our coaching and training programs, you’ll develop the skillsets you need to stay relevant today and in the future – all while building a network of colleagues, mentors, and leaders who will be on the journey with you at EY and beyond.
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