Senior Service Designer

What are you going to do?

We’re looking for a senior service designer to play a crucial role in improving services related to the intake of (digital) citizen feedback. You’ll join a team of UX Designers and Service Designers responsible for designing, refining, and monitoring this intake and service process: the process by which citizen feedback is received digitally and passed on to colleagues in operations in a consistent, accurate, and valuable way.

Within the Innovative Police Desks (IPL) program, the police are working on innovative forms of proximity and service delivery. Through experiments, we are discovering how we can be closer to citizens, be more visible where needed, and tailor our services more effectively to local needs.

In this role, you’ll play a key role in connecting innovation and structure. You’ll ensure that insights from experiments don’t fizzle out, but are sustainably integrated into the Intake & Service Process and are future-proofed within the digital services of politie.nl. At the same time, you’ll create coherence between physical initiatives, digital channels, and internal processes, ensuring they all reinforce each other.

You’ll work closely with UX designers, researchers, process experts, and colleagues from operations, connecting them around a single goal: better service for citizens. Through co-creation with stakeholders and users, you’ll gain valuable insights, which you’ll translate into clear customer journeys, service blueprints, and concrete solutions for the (near) future. With your ideas and designs, you’ll shape new services and digital products that truly make a difference—for citizens, colleagues, and the organization.

Where are you going to work?

You will be working within the User Experience (UX) team of the Information Provision (IV) department. This team ensures the quality of the user experience (UX) of the police’s digital applications and services. Together, we are working on a service landscape in which digital signals from citizens are handled carefully, consistently, and future-proof.

The Digital Police Contact Cluster within the Neighborhood & Safety value chain is where all police applications are developed and managed by multidisciplinary DevOps teams for Intake & Service. Within this landscape, you will work closely with designers, developers (both internal and external), and operational colleagues throughout the country.

Who are you?

You are an experienced professional who effortlessly connects business processes, user needs, and organizational context. You ensure that design choices are not only logical but also work in real-world police practice. You balance user, technology, and organization, translating complex signals from operations, digital interaction, and back-end processes into concrete, future-oriented solutions.

You’re able to connect insights from experiments, research, and practice, and you thrive in a complex environment: you seamlessly integrate with development teams, understand decision-making, and know how to effectively implement innovation. You also operate effortlessly between research, design, process analysis, and technical reality, clearly connecting these worlds. You’re practical, a strong communicator, and not afraid to roll up your sleeves. Furthermore, you have the ability to work independently within multidisciplinary teams and have experience in an Agile/Scrum environment.

 Furthermore you have:

• HBO (bachelor) work and thinking level* based on a course of study with a specialization in Industrial (Product) Design, Communication and Multimedia Design, Digital Design or something comparable;
• preferably at least 7 years of work experience in the field of UX Design, focused on Service and/or User Experience design.
• demonstrable experience with complex service or UX issues with multiple stakeholders and systems;
• demonstrable experience of user-centred design, service design methods and research techniques (qualitative and quantitative);
• demonstrable experience with Enterprise Design focused on designing the user experience for employees and internal processes;
• demonstrable experience working with tools such as Figma for prototyping, journey mapping and visualization.