Senior Service Designer - RVO

📍 Job Overview

Job Title: Senior Service Designer - RVO

Company: Berenschot Groep B.V.

Location: Den Haag, South Holland, Netherlands

Job Type: TEMPORARY

Category: Revenue Operations (Indirectly, through service design impacting client experience) / GTM Operations (Client engagement focus)

Date Posted: 2026-08-07

Experience Level: Mid-Senior (2-5 years)

Remote Status: Hybrid

🚀 Role Summary

• Lead the design and enhancement of customer-centric services for the Rijksdienst voor Ondernemend Nederland (RVO) by leveraging strategic service design principles.

• Drive iterative improvement cycles through the organization and execution of user research, workshop facilitation, and user testing to inform service development.

• Translate complex user insights and strategic objectives into tangible customer journeys, prototypes, and actionable service concepts.

• Foster strong cross-functional collaboration with internal teams and stakeholders to ensure cohesive and impactful service delivery improvements.

• Ensure project milestones are met by meticulously planning, organizing, and tracking activities within short-cycle design and improvement initiatives.

📝 Enhancement Note: While the title is "Senior Service Designer," the context of "RVO" (Rijksdienst voor Ondernemend Nederland - Netherlands Enterprise Agency) and the focus on "klantgerichte dienstverlening" (customer-centric service) strongly aligns with operational excellence and enhancing the client/citizen experience, which are core tenets of Revenue Operations and Go-To-Market (GTM) Operations. This role focuses on the design of the service experience, which directly impacts client satisfaction, adoption, and potentially retention – all critical operational metrics. The "RVO" aspect suggests a large public sector organization, implying complex stakeholder landscapes and rigorous process adherence, common in GTM/RevOps environments.

📈 Primary Responsibilities

• Design and continuously improve customer-centric service offerings for entrepreneurs and organizations engaging with RVO, aligning with program objectives.

• Independently manage and execute specific phases of service design and improvement projects, from ideation through to testing and refinement.

• Proactively organize and conduct user research, collaborative workshops, and user testing sessions to gather critical insights and validate design hypotheses.

• Systematically translate research findings and strategic goals into detailed customer journeys, user personas, prototypes, and comprehensive service concepts.

• Develop and implement rapid experiments to efficiently test new ideas, service components, and innovative solutions in a controlled environment.

• Collaborate effectively with internal teams, including RVO departments and external partners, to ensure seamless integration and adoption of improved service designs.

• Diligently monitor the progress of design activities, ensuring timely execution of tasks, follow-through on commitments, and proactive issue resolution.

• Clearly document and present key insights, design artifacts, and strategic recommendations to enable teams to effectively apply and operationalize improvements.

📝 Enhancement Note: The responsibilities emphasize a hands-on, iterative approach to service improvement, which is crucial for operational efficiency and effectiveness. The translation of strategic ambitions into concrete service concepts and prototypes highlights the practical, execution-oriented nature of this role, mirroring the "doing" aspect of operations roles. The requirement to "bewaken van de voortgang" (monitor progress) and "opvolgen van afspraken en acties" (follow up on agreements and actions) are direct operational management tasks.

🎓 Skills & Qualifications

Education: Bachelor's or Master's degree in Design, Human-Computer Interaction (HCI), Business Administration, or a related field. A strong portfolio demonstrating practical application of service design principles can sometimes substitute for formal degrees, especially in interim roles.

Experience: Minimum of 4 years of experience as a Service Designer, with at least 2 years in a self-directed, executing role. A minimum of 3 years of experience within a large public sector organization (over 1,000 employees) is mandatory.

Required Skills:

• Proven expertise in Service Design methodologies, including journey mapping, service blueprinting, and co-creation workshops.

• Demonstrated experience in independently organizing and conducting comprehensive User Research (e.g., interviews, surveys, contextual inquiry).

• Proficiency in facilitating engaging and productive Work Sessions and User Testing.

• Hands-on experience with short-cycle design and improvement projects utilizing Agile frameworks, Sprints, and iterative refinement.

• Ability to translate strategic ambitions or customer-centric goals into tangible Prototypes, Experiments, and Service Concepts.

• Skill in translating user insights into detailed Customer Journeys and actionable improvement opportunities.

• Strong Stakeholder Management and collaboration capabilities, especially within large, complex organizational structures.

• Proactive and initiative-driven approach to problem-solving and project execution.

• Excellent Planning and Organizational skills, with a focus on managing multiple tasks and deadlines.

• Demonstrated ability to work independently and drive results with minimal supervision.

• Capacity to quickly understand project contexts and effectively bridge strategy with execution. Preferred Skills:

• Experience with specific government or public service design frameworks.

• Familiarity with digital transformation initiatives within public sector organizations.

• Experience in change management and adoption strategies for new service designs.

• Strong presentation and communication skills in both Dutch and English.

• Advanced facilitation techniques for complex problem-solving sessions.

📝 Enhancement Note: The emphasis on specific experience within a large public organization and the iterative, sprint-based approach points towards a need for candidates who understand operational cadences and can navigate bureaucratic structures while maintaining agility. The requirement for independent execution and translating strategy to execution are key indicators of a mid-to-senior level operations professional.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A curated portfolio showcasing a minimum of 4 years of service design work, with specific examples from the last 2 years demonstrating independent execution.

• Detailed case studies illustrating experience within large public sector organizations (minimum 3 years) and how service design was applied to improve client/citizen engagement.

• Examples of user research methodologies employed, including how insights were gathered, analyzed, and translated into actionable design decisions.

• Demonstrations of workshop facilitation and user testing processes, including participant engagement and outcome documentation.

• Prototypes, service concepts, and customer journey maps that clearly articulate design thinking and problem-solving approaches.

• Evidence of working within short-cycle, iterative project frameworks (e.g., sprints, A/B testing) and showcasing the results of these iterative improvements. Process Documentation:

• Documented examples of how user research findings were translated into customer journeys and concrete service improvement opportunities.

• Examples of how experimental designs were developed and tested to validate new ideas and solutions.

• Records of how insights, designs, and recommendations were presented to stakeholders to facilitate adoption and application.

• Evidence of process monitoring and the systematic follow-up on agreed-upon actions and tasks within design projects.

📝 Enhancement Note: For this role, the portfolio is paramount. It needs to clearly demonstrate not just design capability but also the operational rigor of managing projects, conducting research, and driving tangible improvements within a structured, often complex, organizational environment. The emphasis on translating strategic ambitions into concrete outcomes is a direct parallel to operations roles that focus on execution and impact.

💵 Compensation & Benefits

Salary Range: For a Senior Service Designer with 4+ years of experience, working 16-24 hours per week on an interim ZZP (freelance) basis in Den Haag, Netherlands, the estimated hourly rate would likely range from €70 to €100. This translates to a weekly gross income of €1,120 to €2,400 for 16-24 hours.

Benefits:

• Interim Contract Flexibility: As a ZZP (freelancer) contract, this role offers flexibility in terms of engagement duration (6 months) and work hours (16-24 per week), allowing for a good work-life balance.

• Professional Development: Opportunity to work on impactful projects for a prominent public organization (RVO), enhancing your portfolio and experience in public sector service design.

• Strategic Impact: Direct contribution to improving government services for entrepreneurs, offering a sense of purpose and significant professional satisfaction.

• Networking Opportunities: Collaboration with experienced professionals within Berenschot Groep B.V. and across various departments at RVO.

• Competitive Compensation: As an interim role, the compensation is typically project-based and competitive, reflecting the specialized skills and experience required.

Working Hours: 16-24 hours per week, with a start date of August 31, 2026, for a duration of 6 months. The hybrid work arrangement allows for flexibility in balancing on-site collaboration with remote work.

📝 Enhancement Note: As this is an interim ZZP (freelance) role, a specific salary range is not provided by the employer. The estimated range is based on industry benchmarks for senior interim service designers in the Netherlands, considering the location (Den Haag), experience level (4+ years), and the specified working hours (16-24 per week). This estimate reflects typical rates for consulting engagements of this nature. The benefits are framed around the nature of interim work and the specific context of the role.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government & Public Sector / Consulting. Berenschot Groep B.V. is a consultancy firm that advises organizations, and this role is placed within the Rijksdienst voor Ondernemend Nederland (RVO), a government agency. This means the environment is focused on public service, policy implementation, and citizen/entrepreneur engagement.

Company Size: Berenschot Groep B.V. is a medium-sized consultancy firm. The RVO, as part of the Ministry of Economic Affairs, is a very large public organization (over 1,000 employees). This duality means the candidate will experience the structured, large-scale environment of a government agency while being managed by a professional consultancy.

Founded: Berenschot was founded in 1947, indicating a long-standing presence and deep expertise in advisory services. The RVO's history is tied to various Dutch government initiatives supporting enterprise.

Team Structure:

• The Senior Service Designer will be part of the "Programma Klantgerichte Dienstverlening" (Customer-Centric Service Program) at RVO. This program likely comprises a dedicated team focused on improving how RVO interacts with its clients.

• The role reports indirectly to consultants at Berenschot Groep B.V. for interim management and directly to program leads or project managers within RVO for day-to-day work.

• Cross-functional collaboration is expected with various RVO departments, IT teams, policy advisors, and potentially external stakeholders or user groups. Methodology:

• Data-Driven Design: Emphasis on gathering and analyzing user data and feedback to inform design decisions.

• Iterative & Agile Practices: Work will be conducted in short cycles (sprints), focusing on rapid prototyping, testing, and continuous improvement.

• User-Centricity: All design efforts are centered around understanding and meeting the needs of entrepreneurs and organizations.

• Strategic Alignment: Ensuring design initiatives directly support the broader strategic objectives of the RVO and the Ministry of Economic Affairs.

Company Website: https://www.berenschot.nl/ (Berenschot) and https://www.rvo.nl/ (RVO)

📝 Enhancement Note: Understanding the public sector context is crucial. Service design in this environment often involves balancing user needs with policy requirements, budget constraints, and accessibility standards for a broad audience. The consultancy aspect from Berenschot suggests a professional, results-oriented approach to project delivery.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a senior, specialized level within service design, focusing on strategic application and independent execution. It bridges design thinking with operational implementation within a large public service context.

Reporting Structure: The Senior Service Designer will report to program managers or project leads within RVO while being operationally managed by a consultant from Berenschot Groep B.V. This dual reporting structure requires strong communication and stakeholder management skills.

Operations Impact: The role's impact is significant, directly influencing how entrepreneurs and organizations experience and interact with government services. Successful service design can lead to increased client satisfaction, better adoption of government programs, improved efficiency in service delivery, and ultimately, stronger support for Dutch enterprise.

Growth Opportunities:

• Public Sector Expertise: Deepen understanding and experience in designing services for large governmental organizations, a valuable niche.

• Service Design Specialization: Further refine skills in complex service ecosystems, policy integration, and large-scale stakeholder engagement.

• Consulting Acumen: Gain insights into project management, client relations, and business development through the Berenschot affiliation.

• Leadership Potential: Opportunity to mentor junior designers or lead specific workstreams within the program, demonstrating leadership capabilities.

• Portfolio Expansion: Add high-profile public sector projects to your professional portfolio, showcasing impact and strategic contribution.

📝 Enhancement Note: This role offers a unique opportunity to apply advanced service design skills in a high-impact, public service setting. The growth potential lies in specializing within the public sector consulting space and demonstrating leadership in operationalizing user-centric design.

🌐 Work Environment

Office Type: Hybrid work environment. This involves a combination of working from the RVO office in Den Haag and remotely. The specific balance will likely depend on project needs and team agreements.

Office Location(s): Den Haag, South Holland, Netherlands. This is a central location within the Dutch government administrative hub.

Workspace Context:

• Collaborative Spaces: The RVO office will likely offer collaborative workspaces designed for workshops, team meetings, and focused individual work.

• Tools & Technology: Access to standard office productivity tools, potentially specialized design software, and collaboration platforms used by RVO and Berenschot.

• Team Interaction: Opportunities for direct interaction with program teams, fellow designers, and stakeholders within RVO, fostering a dynamic and engaged work environment.

Work Schedule: Flexible working hours are implied by the 16-24 hours per week commitment, allowing for scheduling around specific sprint activities and user research commitments. The hybrid nature provides flexibility in managing one's workday.

📝 Enhancement Note: The hybrid model is standard for many professional roles, but for a service designer, it requires proactive engagement to ensure effective collaboration and co-creation, whether in person or virtually. Understanding the RVO's specific hybrid policies will be key.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of CV and cover letter (if applicable) by Berenschot, focusing on meeting the minimum experience requirements (4 years Service Design, 2 years independent, 3 years public sector).

• Portfolio Review & Skills Assessment: A dedicated session to review the candidate's portfolio, discussing specific case studies, methodologies used, and outcomes achieved. This will likely involve practical questions about user research, workshop facilitation, and iterative design processes.

• Behavioral & Situational Interviews: Questions assessing initiative, proactivity, planning, organization, collaboration skills, and the ability to understand complex contexts quickly. Candidates will be asked to provide examples of how they've handled similar situations.

• Stakeholder Simulation (Potential): A brief exercise or discussion simulating interaction with a stakeholder to assess communication and strategic articulation skills.

• Final Interview: Discussion with key decision-makers at RVO or Berenschot to confirm fit and finalize terms.

Portfolio Review Tips:

• Highlight Public Sector Experience: Clearly showcase projects undertaken within large public organizations, emphasizing scale and complexity.

• Demonstrate Iterative Process: Use case studies to show how you moved from initial research to prototypes, testing, and final implementation, detailing learnings at each stage.

• Quantify Impact: Where possible, use metrics or qualitative feedback to demonstrate the positive impact of your service design work (e.g., improved user satisfaction, reduced service time, increased program uptake).

• Showcase Collaboration: Include examples of how you effectively collaborated with diverse teams and stakeholders.

• Structure for Clarity: Organize your portfolio logically, perhaps by project type or by showcasing key skills (research, ideation, testing, implementation).

Challenge Preparation:

• Anticipate Design Challenges: Be prepared to discuss how you would approach a specific service design challenge relevant to RVO's mandate (e.g., improving access to sustainability grants, streamlining application processes for business support).

• Articulate Strategy: Practice explaining how you translate high-level strategic goals into actionable design steps and how you measure success.

• Process Deep Dive: Be ready to elaborate on your user research methodologies, workshop facilitation techniques, and how you manage iterative development cycles.

📝 Enhancement Note: The emphasis on a strong portfolio and the ability to articulate past experiences with specific examples is critical for this role. The interview process will likely probe deeply into the candidate's practical application of service design principles within complex organizational structures.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design Software: Tools like Miro, Mural, Figma, Adobe XD, Sketch for collaborative whiteboarding, journey mapping, prototyping, and wireframing.

• User Research Platforms: Tools for conducting online surveys (e.g., SurveyMonkey, Typeform), user interviews (e.g., Zoom, Teams), and potentially usability testing platforms.

• Prototyping Tools: Figma, Adobe XD, InVision, or similar for creating interactive prototypes.

• Project Management & Collaboration: Tools like Jira, Asana, Trello, or Microsoft Planner for managing sprints, tasks, and project timelines.

Analytics & Reporting:

• Data Analysis Tools: While not explicitly stated, proficiency in analyzing qualitative data from user research and potentially quantitative data from service usage metrics (e.g., Google Analytics if web-based services) would be beneficial.

• Reporting Tools: Standard office suites (Microsoft Office Suite, Google Workspace) for creating presentations and reports on findings and recommendations.

CRM & Automation:

• CRM Systems (Indirect): Understanding how service design impacts user journeys within CRM systems (like Salesforce, Dynamics 365) or government-specific citizen relationship management platforms.

• Workflow Automation Tools (Indirect): Awareness of how service design can identify opportunities for workflow automation to improve efficiency and user experience.

📝 Enhancement Note: While the role is focused on design, an understanding of the tools used to implement and measure services is crucial for operationalizing design. The ability to create prototypes and facilitate collaborative design sessions using digital tools is a core requirement.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and serving the needs of entrepreneurs and organizations.

• Impact-Driven: Focus on delivering tangible improvements that positively affect service delivery and client experience.

• Collaboration: Valuing teamwork, open communication, and shared problem-solving across departments and with external partners.

• Proactivity & Initiative: Encouraging individuals to take ownership, identify opportunities, and drive solutions forward.

• Efficiency & Effectiveness: Striving for streamlined processes and optimal outcomes in service design and implementation.

• Integrity & Transparency: Upholding high ethical standards and clear communication, especially within the public sector context.

Collaboration Style:

• Cross-Functional Integration: Actively engaging with various RVO departments to ensure service designs are integrated holistically and meet diverse needs.

• Process Review Culture: Encouraging constructive feedback loops throughout the design and implementation phases to continuously refine services.

• Knowledge Sharing: Facilitating the sharing of insights, best practices, and learnings across teams to build collective expertise.

• Experimentation and Learning: Fostering an environment where testing new ideas is encouraged, and learning from both successes and failures is prioritized.

📝 Enhancement Note: The blend of public sector values (integrity, service) with consultancy values (efficiency, results) creates a unique team culture. Candidates should demonstrate an ability to navigate and contribute positively to this environment, emphasizing collaborative problem-solving and a commitment to impactful service delivery.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Public Sector Complexity: Adapting service design methodologies to the unique structures, policies, and stakeholder landscapes of a large government agency.

• Balancing User Needs with Policy Constraints: Finding innovative solutions that meet user needs while adhering to regulations, budget limitations, and public sector mandates.

• Driving Adoption of New Designs: Effectively communicating the value of design changes and ensuring buy-in and adoption from various internal teams and user groups.

• Measuring Impact in a Non-Commercial Context: Developing appropriate metrics and evaluation frameworks to demonstrate the success and ROI of service design initiatives in a public service context.

• Managing Stakeholder Expectations: Effectively managing diverse and sometimes conflicting expectations from various internal and external stakeholders.

Learning & Development Opportunities:

• Public Sector Service Design Mastery: Gaining deep expertise in designing services for government entities, a specialized and in-demand skill set.

• Complex Stakeholder Management: Developing advanced skills in navigating and influencing a broad range of stakeholders within a government framework.

• Impact Measurement Frameworks: Learning to define and measure success in public service delivery through relevant KPIs and evaluation methods.

• Strategic Project Leadership: Opportunities to lead specific design workstreams and contribute to strategic program decisions.

• Cross-Cultural Collaboration: Working within a Dutch public sector context, gaining insights into its unique operational and cultural nuances.

📝 Enhancement Note: This role presents significant challenges due to the public sector environment, but these challenges are also avenues for substantial professional growth and skill development, particularly in areas of complex stakeholder management and impact measurement.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to balance user needs with significant policy or regulatory constraints in a service design project. How did you approach it, and what was the outcome?" (Focus on your ability to find creative solutions within limitations.)

• "How would you approach understanding the strategic goals of the RVO's 'Customer-Centric Service Program' and translating them into actionable design initiatives for entrepreneurs?" (Assess your strategic thinking and translation skills.)

• "Walk me through your process for designing a new digital service or improving an existing one for a government agency. What key steps would you prioritize, and why?" (Demonstrate your methodological rigor.) Company & Culture Questions:

• "What do you know about the Rijksdienst voor Ondernemend Nederland (RVO) and its mission? How does your service design philosophy align with supporting entrepreneurs?" (Show your research and alignment.)

• "How do you foster collaboration with diverse teams, such as policy advisors, IT specialists, and program managers, within a large public organization?" (Assess your collaboration and communication style.)

• "How do you measure the success of your service design work, especially when direct commercial ROI isn't the primary driver?" (Focus on your understanding of public sector impact metrics.) Portfolio Presentation Strategy:

• Narrative Arc: Structure each case study with a clear beginning (problem/context), middle (your process, challenges, solutions), and end (results, learnings).

• Visual Storytelling: Use journey maps, prototypes, and visuals to illustrate your design process and outcomes effectively.

• Role Clarity: Clearly articulate your specific contribution within each project, especially if it was a team effort.

• Data & Insights: Present user research findings and how they directly informed your design decisions.

• Iterative Process Emphasis: Highlight how you used sprints, testing, and feedback loops to refine designs.

• Conciseness: Be prepared to present your most impactful projects concisely, focusing on key takeaways.

📝 Enhancement Note: Interview preparation should focus on demonstrating practical experience, strategic thinking, and the ability to navigate complex organizational dynamics. The portfolio is a key tool, so being able to articulate the story behind each project is vital.

📌 Application Steps

To apply for this operations position:

• Submit your CV and availability through the provided application link or directly to Leonie van Hove via email (l.vanhove@berenschot.nl) by Wednesday, August 12th, before 9:00 AM.

• Tailor your CV: Highlight your 4+ years of service design experience, specifically emphasizing the 2+ years in an independent executing role and the 3+ years within large public organizations. Use keywords from the job description.

• Prepare your Portfolio: Curate examples that showcase your user research, workshop facilitation, prototyping, and iterative design experience, particularly within the public sector. Be ready to discuss these in detail.

• Research RVO & Berenschot: Understand the mission of RVO and Berenschot's consulting approach. Consider how your service design skills can directly support RVO's "Customer-Centric Service Program."

• Practice your Narrative: Prepare to articulate your experience, skills, and approach to service design challenges, focusing on how you translate strategy into actionable improvements and measure impact.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.