Service Designer

At Rabobank we help entrepreneurs and companies grow and stay financially healthy. We're transforming the way we support businesses through new platforms, services and customer journeys. To help drive this change, we are looking for an experienced Service Designer who enjoys solving complex challenges and creating better financing experiences for business clients and employees.

You and your job

As a Service Designer within the Business Lending domain, you will play an important role in the evolution of our financing journeys for small and large business clients across the Dutch market. You will help uncover customer needs, identify opportunities, align stakeholders and design services that improve both customer and employee experiences.

You understand the needs, motivations and challenges of clients, bankers and internal stakeholders. You use service design methods, customer insights and systems thinking to shape solutions across complex financing journeys. You are comfortable navigating ambiguity, bringing structure to challenges and helping teams move from insights to action.

Practical examples

• Design and improve business lending journeys by identifying customer needs, uncovering opportunities and translating insights into impactful service and product improvements.
• Navigate complex environments by bringing clarity to challenges, helping stakeholders align on priorities and supporting teams in making informed decisions.
• Act as a senior design practitioner within multidisciplinary teams, collaborating closely with colleagues, sharing expertise and contributing to a strong design culture.

Your responsibilities

• Work closely with Domain Leads, Architects, Product Managers, Business Analysts and other stakeholders to translate customer needs and business objectives into effective service solutions.
• Analyze and improve end-to-end customer and employee journeys, balancing customer value, business goals and operational realities.
• Apply service design methods, journey mapping, service blueprinting and systems thinking to identify opportunities and support decision-making.
• Facilitate workshops, align diverse stakeholder groups and build shared understanding across teams with different perspectives and priorities.
• Translate research findings, insights and requirements into clear concepts, visualizations and actionable recommendations.
• Conduct and support user research activities to ensure customer and employee needs are reflected throughout the design process.
• Collaborate closely with UX designers and other disciplines throughout discovery, conceptualization and implementation to deliver cohesive experiences.

Together we achieve more than alone

We believe in the power of differences. It is precisely by combining people's differences that we become an even better bank. You will be part of the Design Chapter, the internal design department of Rabobank. We are a diverse and inclusive group of 100+ creative professionals, specialized in UX Design, Visual Design, Service Design, Strategy and Research. What binds us is a culture of curiosity, collaboration, creativity, and continuous learning. We have our own design studio in Utrecht with workshop spaces and all the tools you need to do your work. We offer multiple ways for you to become better at your craft and cultivate your ideas. 

• A friendly community of designers, working together, helping each other grow and celebrating our achievements together. 
• The right digital tools. Figma for design, Miro for digital whiteboarding and MS Teams and Office for communication and files. But also, tools to do remote online research and easy access to respondents. 
• Every month we have a ‘Design Chapter Day’ with showcases, workshops, and inspiring speakers. 
• Room to start your own initiatives, with frequent rituals in which you can pitch and develop your own ideas.  
• The opportunity to shape your role based on your ambitions. 

Work on yourself and the world around you at the same time

For us, your development and that of society go hand in hand. That’s why we want to invest in you and work together for a better world. You’ll see this reflected in your personal development budget, our hybrid working environment, and a healthy balance between work and home. You can work on banking services for our private and business customers, as well as societal issues such as food and energy transitions.

Why everyone is welcome at Rabobank

At Rabobank, we believe we become stronger through people who complement each other. By embracing our differences, we bring out the best in one another. We seek diversity in areas such as knowledge, skills, and experience, but also in gender, background, and culture. Across every department, we strive for variety and the freedom to be yourself – whoever you are. That’s what diversity and inclusion at Rabobank is all about.

You & your talent

We are looking for a talented Service Designer who combines creativity, systems thinking and strong communication skills to navigate the complexity of a large financial organization.

• You have 5+ years of experience in Service Design or a similar role and confidently take ownership of complex design initiatives from discovery through implementation.
• You are comfortable working in multidisciplinary teams and collaborating with a broad stakeholder field, including architects, process managers, product managers and business analysts.
• You have experience with journey mapping, user research, facilitation and design thinking methods, and can translate insights into practical improvements and solutions.
• You are proficient with collaboration and design tools such as Miro and Figma and are familiar with Agile and Lean ways of working.
• You can bring structure to complexity, connect customer needs with business objectives and communicate clear narratives to different audiences.
• You enjoy working on complex products and services with multiple user groups, interconnected processes and technical challenges.
• You communicate professionally in English and can confidently facilitate workshops and present your work to stakeholders. Knowledge of Dutch is a plus.

You & the application process

This role is open until fulfilment, therefore we ask you to apply as soon as possible.

• Applications can only be submitted via the vacancy and not via e-mail. 
• Acquisition from (recruitment) agencies is not appreciated.
• Please note that visa sponsorship is not available for this position. Applicants must already have the legal right to work in the Netherlands.
• Questions about working at Rabobank and the process? Contact Charlotte Bos, via Charlotte.Bos@rabobank.nl.
• If you are invited for an interview, Bo, our virtual assistant, will contact you via SMS and email to schedule it.
• Please note that a face-to-face interview is a mandatory step in the recruitment process.
• Answers to frequently asked questions can be found at rabobank.jobs/en/faq. 
• A reliability check is part of the procedure.
• We respect your privacy.