Customer Experience Strategist / Service Designer

Wunderman Thompson

Department: Strategy

Expertise: Communications, CX

Location: Antwerpen, Belgium

Who we are:

At Wunderman Thompson we exist to inspire growth for ambitious brands. Part creative agency, part consultancy and part technology company, our experts provide end-to-end capabilities at a global scale to deliver inspiration across the entire brand and customer experience.

We are 20,000 strong in 90 markets around the world; our people bring together creative storytelling, diverse perspectives, inclusive thinking, and highly specialized vertical capabilities to drive growth for our clients. We offer deep expertise across the entire customer journey, including communications, commerce, consultancy, CRM, CX, data, production, and technology.

Your main role is to develop a wide variety of customer experience projects, both digital and IRL. You will combine research-driven methodologies with an empathetic and creative approach.

You will employ design thinking and work on experience, service and journey solutions for national and international clients.

You will work in the Customer Experience Team within the Strategy department, and work together with strategic planning, creatives, designers and client servives.

You are driven by curiosity. You want to learn the latest gardening trends, you deep-dive into the psychological effects of the latest cancer treatments and you suddenly know all about the eating habits of people between 40 and 50. All of this fascinates you.


  • Work on experience design and service design projects for several national and international clients.
  • You can conduct qualitative user research to find relevant insights. You know how to read and interpret existing client research while also hunting for additional data sources to generate extra insights.
  • Present and discuss customer experience, service design and communication strategies and key insights in meetings with clients.
  • Develop personae, customer journeys, value propositions, business models, technology maps, customer experience strategies and user experiences (concept wireframes and mock-ups).
  • Work closely with strategic planning, account management and creative teams to brainstorm ideas and ensure each creative approach is on strategy.
  • Keep an eye on cultural and social trends relevant to the business, and ensure the strategy is relevant to local consumers.
  • Keep up-to-date with our audience’s preferences and proactively suggest new solutions. Inspire colleagues and clients with the latest trends (cultural, technological, case studies, market evolutions, etc.).


  • Comprehensive understanding of customer experience strategy, brand strategy, digital strategy, marketing, design thinking and service design.
  • Is experienced in developing customer experience and creative strategies, persona development and journey mapping. Experience with strategic user experience design, and the ability to develop conceptual wireframes and mock-ups.
  • You can conduct qualitative and design research, depth interviews, observation and shadowing.
  • You possess strong analytical skills. You can understand and interpret research and data. You are able to incorporate these results into strategies and creative briefs.
  • Strong client-facing skills and the ability to present ideas clearly and concisely to diverse audiences
  • Successful track-record of managing multiple client assignments simultaneously.
  • Excellent oral and written communication skills.
  • Fluent in Dutch or French, and English.


  • Clear communicator
  • Self-starter
  • Focused on collaboration and idea sharing
  • Builds to consensus
  • Fair and respectful
  • Active listener
  • Open to people and new ideas
  • Pursues personal growth by embracing challenges


  • At least 1 years experience in a similar role.
  • Over 3 years’ relevant experience in customer experience design, service design or marketing strategy.

At Wunderman Thompson, we are committed to actively building a diverse, equitable and inclusive workplace where everyone feels welcomed, valued and heard, and is treated with dignity and respect.  As leaders and creative partners across industries, it is our responsibility to cultivate an environment reflective of our greatest asset; our people. We believe that this commitment inspires growth and delivers equitable outcomes for everyone as well as the clients and communities we serve.

Wunderman Thompson is a WPP agency.  For more informationplease visit our website and follow Wunderman Thompson on our social channels via Twitter, Facebook, LinkedIn, and Instagram.  

Note: We rely on legitimate interest as a legal basis for processing personal information under the GDPR for purposes of recruitment and applications for employment.

When you click the "Submit Application" button below, this will send any information you add below to Wunderman Thompson. Before you do this, we think it's a good idea to read through our Privacy Policy. This explains what we do with your personal data when you apply for a role with us, and, how you can update the information you have provided us with or how to remove it.

When you click the "Submit Application" button above, this will send all the information you have added above to Wunderman Thompson. Before you do this, we think it's a good idea to read through our Privacy Policy. This explains what we do with your personal data when you apply for a role with us, and, how you can update the information you have provided us with or how to remove it.