Process & Service Designer

About the role

As our Process & Service Designer, you'll sit at the intersection of process optimization and human-centered design. You'll map out how organizations actually work, uncovering inefficiencies, misalignments, and hidden pain points, and then design improved services and processes that are both human-friendly and ready for digitalization. You won't just make things look good; you'll make them work better.

This role is different from a traditional product designer position. While you'll work closely with our senior, medior, and junior product designers and developers, your focus will be on the broader service and process landscape: understanding organizational workflows, optimizing end-to-end journeys, and bridging the gap between operational reality and digital opportunity.

The Bankai culture

You won't be working in isolation. You'll be part of a tight-knit design and development team where service design and product design reinforce each other. Our Senior Product Designers focus on crafting intuitive digital experiences; your role is to make sure those experiences are built on top of solid, optimized processes. Together, you'll cover the full spectrum, from organizational reality to pixel-perfect interface.

We're a team that values substance over ceremony. We care about real impact for our clients, not just deliverables. If you enjoy digging into how things actually work and then making them better, with data, empathy, and a healthy dose of pragmatism, you'll feel right at home.

You will feel at home in our team if you are looking for a place in which you:

• Are accepted for who you are. Be yourself, be weird.

• Work with high quality standards while having a laugh.

• Work on projects for multi-nationals, large SMEs and scale-ups.

• Want to experience a strong focus on developing your professional skills.

• Work in a beautiful office, near the city center of Eindhoven, with great public transport connections.

• Enjoy a company lunch every day.

What you'll do

• Analyze and map complex organizational processes using methods like service blueprinting, process mapping, value stream mapping (VSM), and customer/employee journey mapping.

• Identify inefficiencies, bottlenecks, and opportunities for improvement within existing services and workflows.

• Apply Lean Six Sigma principles to drive measurable process optimization for our clients.

• Translate process insights into clear, actionable service design proposals that balance user needs, business goals, and technical feasibility.

• Conduct both qualitative and quantitative data analysis to ground your recommendations in evidence, from stakeholder interviews and observations to operational data and KPIs.

• Facilitate workshops, co-creation sessions, and design sprints with clients and internal teams to align on problems and co-develop solutions.

• Work alongside our product designers and developers to ensure that optimized processes translate into intuitive, scalable digital solutions.

• Communicate findings and recommendations to stakeholders at all levels, from operational teams to C-level, through compelling storytelling and clear visualizations.

• Contribute to Bankai's methodology and service design practice, helping us evolve how we approach process optimization and digitalization.

• Define business cases for customers to drive innovation and optimization.

• Fluent in English and Dutch. You will be discussing complex subjects with data-scientists, developers, designers and clients. You will also be required to document your work using clear and easy to understand language. So yeah… You will be required to talk and write and stuff.

What we're looking for

• 5+ years of experience in service design, process design, business consulting, or a related field where you've driven real process improvements.

• Hands-on experience with Lean Six Sigma (Green Belt or Black Belt certification is a strong plus) and continuous improvement methodologies.

• Proven skills in process mapping, service blueprinting, and value stream mapping. You know how to make the invisible visible.

• Strong data analysis capabilities, both qualitative (interviews, observations, contextual inquiry) and quantitative (operational metrics, statistical analysis, surveys).

• A deep understanding of how digitalization can enable and accelerate process optimization. You think in systems, not just screens.

• Excellent facilitation and workshop skills. You can bring diverse stakeholders together and guide them toward shared understanding and decisions.

• Strong communication and storytelling skills. You can translate complex process insights into clear narratives for any audience.

• Experience working in or with multidisciplinary teams (designers, developers, product managers, business stakeholders).

• Comfortable operating in fast-paced, sometimes ambiguous environments where you'll need to structure your own approach.

Bonus points

• Fluent in tools like Miro and Figma for visualizing services, flows, and journeys.

• Familiarity with design systems and how service-level decisions cascade into product and interface design.

• Background in change management or organizational development.

• Experience in a consultancy or agency environment, working across different industries and client organizations.

• Knowledge of process mining tools or business process management (BPM) software.

What we offer

• Competitive salary

• Hybrid working; at least 1 day at the office per week

• 25 vacation days

• Pension plan at ASR

• Travel allowance if you travel by car or NS Business card (with a Swap-fiets)

• Annual educational budget to invest in your growth

• Free office lunch

• Hardware of your choice (Windows or Mac)

• Home office credits to set up your workspace