Senior Service Designer

Job description

Senior Service Designer will:

Lead in-depth research to discover changing user and employee needs.
Develop personas, customer journeys, service blueprints, user flows, and stakeholder maps to design both existing and new service experiences.
Facilitate and moderate design sessions, bringing together stakeholders and product teams to create valuable insights.
Translate research results into strategies that impact product roadmaps and key business decisions.
Intensively collaborate with business, design, and product teams to ensure solutions align with end-user needs and operational efficiency improves.
Develop metrics and frameworks to measure the impact of design decisions and continuously stimulate improvement.
Coach and guide team members, promoting a culture of learning, feedback, and innovation.

What you bring:

6–8 years of demonstrable experience in service design, preferably at least 7 years with the application of design processes, research methods, and strategic frameworks.
A bachelor's degree in service design, digital design, or a comparable field (or equivalent professional experience).
Strong expertise in exploratory and evaluative research, design strategy, sprints, and service design tools.
In-depth understanding of digital ecosystems and the ability to translate research into practical, user-centered solutions.
Experience with Figma and familiarity with design tools such as journey mapping, personas, and context mapping.
Excellent communication, organizational, and stakeholder management skills.
A proactive attitude, strong problem-solving skills, and flexibility to adapt to different projects, methods, and contexts.
Fluent in Dutch (required) and English is a plus.

You possess the ability to:

Bridge the gap between end-users, stakeholders, and product teams to design effective solutions.
Navigate complex digital landscapes strategically, focusing on innovation and user-centered design.
Lead co-creation workshops and sessions with stakeholders and manage them.
Challenge the status quo and bring forward innovative, holistic design approaches.
Evaluate research, concept testing, and measurable design impact within agile product teams.

What we offer:

A dynamic and agile work environment that stimulates innovation and experimentation.
The opportunity to directly influence the experience of employees and passengers via enterprise service design.
Collaboration with multidisciplinary teams on impactful digital transformation projects.
A culture that values mentoring, continuous learning, and constructive feedback.
The possibility to shape meaningful solutions that improve operational efficiency and passenger satisfaction.