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'll be part of a small (9 people) design and development team. 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 or business consulting, with a proven track record of driving measurable process improvements and digital transformations.

• Expertise in service blueprinting, customer journey mapping, value stream mapping and process mapping – you make complex, invisible processes visible and actionable.

• Strong evidence-based mindset: combining qualitative research (interviews, observations, co-creation) with quantitative data analysis to generate real insights.

• Deep understanding of systems thinking and digitalization: translating optimized processes into efficient end-to-end digital user experiences.

• Facilitation skills for workshops and design sprints.

• Strong communication and storytelling skills to turn complex insights into clear narratives that drive decisions.

• Comfortable operating in fast-paced, ambiguous environments and working effectively in multidisciplinary, agile teams (agency/consultancy experience is a plus).

Bonus points

• LSS Green Belt or Black Belt certification.

• Proficiency in Miro, Figma and similar tools for visualizing services, journeys and flows.

• Familiarity with design systems and how service-level decisions flow into product/UI design.

• Background in change management, organizational development or service adoption.

• Experience in a consultancy or agency environment across different industries (especially B2B, manufacturing, logistics).

• Knowledge of process mining tools or BPM software.

What we offer

• Competitive salary

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

• 25 days paid leave

• Pension plan at ASR (6% by Bankai, 6% own contribution)

• 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