Customer Digital Innovation (CDI) is positioned to bring KPN Consumer Market to Experience Leadership in the Dutch telecom market in the coming years. We achieve the best customer experience through our customer- and data-driven approach. The department is responsible for all optimizations and innovations in customer journeys and products within the Consumer Market. This creates a digital-first, human-assisted operating model that supports commercial growth, reduces cost-to-deliver and serve, and increases NPS by 2027.
Our team consists of talented service and UX designers driven by innovation and customer focus. The team has a strong sense of camaraderie, regularly organizing creative inspiration sessions, and even enjoys playing padel together. Expect an informal, results-oriented atmosphere where we are always eager to help each other improve.

As VP of Experience Design, you will develop and execute a strategic vision that enhances KPN’s customer experience through service and user design. You transform data analysis, customer feedback, and market trends into opportunities that optimize customer journeys and digital products. Together with your team, you establish frameworks for an integrated customer experience, collaborating closely with design leads to embed this vision in all (digital) product innovations within the Consumer Market. Your role is key in delivering data-driven, result-oriented service blueprints that maximize customer satisfaction.
You are also responsible for the UX design strategy, ensuring intuitive, seamless digital touchpoints aligned with customer needs and expectations. Additionally, you work with operational teams to set and achieve performance goals, monitoring KPIs such as NPS and conversion rates to ensure impact.

• Lead the development and implementation of the experience leadership strategy based on service and UX design.
• Identify market trends and customer insights to create innovative, customer-focused solutions.
• Deliver service blueprints that optimize customer journeys.
• Explore and implement new design trends, such as AI, to further innovate our customer journeys.
• Support and train your team in best practices and optimization techniques to promote craftsmanship and achieve goals.

To excel in this role, you are a strategic and analytical thinker with strong communication and presentation skills. You can clearly articulate your vision and inspire others. Pragmatic and detail-oriented, you excel at ensuring a superior customer experience. You thrive in a fast-paced environment, utilizing your management skills to their fullest potential. Additionally, you bring:

• A completed master’s degree in marketing, process management, or technology.
• At least 10 years of experience in design for enhancing digital customer experiences, preferably across various sectors.
• Proficiency in data analysis tools and visualization techniques, along with expertise in discovery and design methodologies.
• Insights into market trends, the competitive landscape, and organizations leading in design and experience.
• Excellent command of both Dutch and English.

Not ticking all the boxes? We still encourage you to apply.

Of course, we have much to offer you as an employer. Here’s what you’ll get:

• A gross monthly salary based on a Leadership Assignment agreement (above CLA) for 40 hours.
• A fixed monthly expense allowance: €70 tax-free and €66 taxable.
• An incentive opportunity of 20% of your gross annual salary (STI).
• Flexible leave options to maintain physical and mental well-being, with a minimum of 20 statutory vacation days annually (based on full-time employment).
• A home office setup package, plus a mobile phone and laptop.
• 50% discount on KPN products and services, such as KPN internet.
• A monthly mobility budget.
• Excellent pension terms, with a 23% contribution of your pensionable salary, of which KPN covers 16% and you contribute 7%.
• For salaries exceeding the annual pensionable salary cap, a gross pension allowance of 11% on the portion above the cap. Additionally, you can participate in a voluntary net pension scheme.

Our belief in technology is strong. Together with human interaction, it becomes even more powerful, which is why we look forward to meeting you!

Want to know more? Contact our recruiter, Babs Bloemsaat, at 06 47 89 43 70 or [email protected].

Please note that due to the upcoming holiday season a response on your application can take more than usual. 

At KPN, we have recruitment talent that collaborates smartly and wins together. Therefore, we do not appreciate acquisition based on this vacancy.