Graduation Internship Service Design | Conversational Customer Journeys | Utrecht

Would you like to learn and contribute to human-centred, AI-enabled customer experiences as a graduation intern?

Summary

As a graduation intern at Rabobank, you will learn how to turn customer research into service concepts, customer journeys and prototypes. You will explore how conversational experiences and AI-assisted guidance could support customers and heirs during the bereavement journey.

You will work with designers, researchers and business stakeholders in Chapter Design, part of the Strategy Design & Innovation department. You will work 36 hours per week from Rabobank’s office at Croeselaan in Utrecht, with the possibility of hybrid working. The intended start is at the beginning of February. The internship will run until approximately June or July, with the exact dates to be agreed with you.

At a glance:
• Research the emotional and practical needs of customers and heirs.
• Apply service design, qualitative research, journey mapping, prototyping and usability testing.
• Create and validate a future vision for a clearer and more supportive bereavement journey.

What will you learn and do as a graduation intern?
• Research the emotional and practical needs of customers and heirs throughout the bereavement journey.
• Identify opportunities and risks for conversational experiences within important life-event journeys.
• Explore how conversational design and AI-assisted guidance could help customers navigate financial processes.
• Develop a future vision, customer journeys, concepts and prototypes that bring this vision to life.
• Validate your concepts through user research and usability testing, and share clear recommendations with stakeholders.

Skills, tools and areas of expertise
• Service design.
• Qualitative research.
• Customer journey mapping.
• Prototyping with tools such as Figma.
• Usability testing.
• Conversational interfaces.
• Artificial intelligence and emerging technologies.
• Human-centred design.

Together we achieve more than alone
We believe in the power of differences. By combining people's differences, we become an even better bank. We are curious about what you will bring to our team Chapter Design. Chapter Design is part of the Strategy Design & Innovation department. You will join a design community of more than 100 designers with different skills and areas of expertise. During the assignment, you will collaborate with designers, researchers and business stakeholders.

Work on yourself & the world around you
For us, your development and that of society go hand in hand. That is why we want to invest in you and work together to create a better world. We summarise this in one sentence: at Rabobank, you work on yourself and the world around you at the same time.

Your development as an intern
During your internship at Rabobank, your development is our priority and you will gain hands-on experience in a professional environment.

You will receive guidance from experienced UX, Service Design and Research professionals. You will learn how to balance customer needs, technology, operations and compliance requirements while working on a graduation assignment with practical and strategic relevance.

Why everyone is welcome at Rabobank
At Rabobank, we are working towards a culture where everyone feels welcome. We value our differences and use them to collaborate more effectively and make better decisions. By being open to different perspectives, we create an environment where colleagues feel heard.

What do you bring?
Must-haves:
• You are pursuing a degree in Service Design, UX Design, Interaction Design, Human-Centred Design or a related field.
• You enjoy exploring complex challenges and working with customer insights.
• You can translate research findings into concepts and prototypes.
• You are willing to share your ideas and communicate your findings clearly.
• You can work collaboratively with designers, researchers and business stakeholders.

• Are erolled in a Dutch university
• Live in the Netherlands

Nice-to-haves:
• Experience or interest in qualitative research methods.
• Experience or interest in journey mapping and service design.
• Experience or interest in prototyping tools such as Figma.
• An interest in conversational interfaces, artificial intelligence or emerging technologies.
• Relevant experience gained through study projects, an internship, part-time work or volunteering.

Frequently asked questions

Is this role suitable if I have little work experience?
Yes. This is a graduation internship, and professional work experience is not a requirement. Your relevant experience may come from your studies, projects, volunteering, part-time work or an earlier internship.

What will I learn and do?
You will learn how to research customer needs and turn your findings into customer journeys, service concepts and prototypes. You will test your ideas and present recommendations to stakeholders.

What guidance will I receive?
You will receive guidance from experienced UX, Service Design and Research professionals. The precise supervision arrangements will be agreed with you.

Which skills or tools will I develop?
You can develop your skills in qualitative research, service design, journey mapping, conversational design, prototyping, Figma and usability testing.

Can I work hybrid?
Yes. Hybrid working is possible. You will also work from Rabobank’s office at Croeselaan in Utrecht.

You and the application process.
• Contact recruiter Maaike van den Bosch via Maaike.van.den.bosch@rabobank.nl.
• If you are invited for an interview, Bo, our virtual assistant, will contact you by SMS and email to schedule the interview.
• A reliability assessment is part of the procedure.
• You can find answers to frequently asked questions here: Rabobank frequently asked questions.
• We respect your privacy