Senior Experience Designer – Business Lending

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 Strategic Service Designer who thrives in complexity and can shape the future of business financing experiences.

You and your job

As a Strategic Service Designer within the Business Lending domain, you will play a key role in the transformation of our financing journeys for small and large business clients across the Dutch market. You will help uncover opportunities, define problems, align stakeholders, and create service concepts that improve customer and employee experiences.

You understand the needs, motivations and challenges of clients, bankers and internal stakeholders. You use strategic design thinking, service design methods and customer insights to shape solutions across complex financing ecosystems. You are comfortable working in ambiguity and helping teams move from uncertainty to clarity.

In a nutshell, you will...

• Drive the strategic direction of business lending journeys by exploring customer needs, identifying opportunities, framing complex problems, and translating insights into service concepts and future-state experiences.
• Operate confidently in ambiguous environments, bringing structure to complexity and helping stakeholders align on priorities, opportunities and design challenges.
• Act as a design leader and connector, bringing people together, coaching others, and helping strengthen design maturity across teams and the wider organization.

Your responsibilities

• Work closely with Domain Leads, Strategists, Architects and other business stakeholders to translate business goals and customer needs into impactful service strategies and concepts.
• Analyze and improve end-to-end customer journeys, workflows and service ecosystems, creating scalable solutions that balance customer value, business objectives and operational realities.
• Apply service design methods, systems thinking and journey mapping techniques to uncover root causes, identify opportunities and guide strategic decision-making.
• Facilitate workshops, align diverse stakeholder groups and influence decisions across teams, even when priorities or perspectives differ.
• Bring structure to complex challenges, articulate clear narratives, and turn research, insights and business requirements into compelling visions and actionable outcomes.
• Collaborate closely with other designers throughout the design process, from discovery and problem framing toward implementation.

Your talent

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

• You have 10+ years of experience in service design or strategic design and confidently take ownership of complex initiatives from discovery through implementation.
• You have experience leading design efforts, coaching and mentoring designers, and helping teams raise the quality and maturity of their design practice.
• You are comfortable working with a broad stakeholder landscape, including architects, process managers and senior business leaders, and can align different interests toward a shared direction.
• You are experienced in research, facilitation, journey mapping, service blueprinting and design thinking methods, and know how to translate insights into strategic recommendations and tangible solutions.
• You are a strong systems thinker who can connect customer pain points, business objectives and operational realities across complex service ecosystems.
• You enjoy tackling ambiguous and complex challenges, simplifying complexity, making evidence-based decisions and creating momentum through clear storytelling.
• You communicate professionally in English and can confidently present, facilitate and influence at all organizational levels. Knowledge of Dutch is a plus.

Together we achieve more

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. 

You & the application process

You can apply for the Senior Experience Designer vacancy at Rabobank as soon as possible, open until fulfilment.

• If you are invited for an interview, Bo, our virtual assistant, will contact you via SMS and email to schedule it
• Answers to frequently asked questions can be found at rabobank.jobs/nl/veelgestelde-vragen
• A reliability check is part of the procedure
• We respect your privacy