UX/Service Designer

Your role Are you passionate about designing seamless user experiences through a user‑centered approach? Join our Enterprise Service and Process Optimization team as a UX & Service Designer and help shape how TU/e organizes and delivers services.

You will first join the product team contributing to the tender, design, and implementation of our new service management platform. After implementation, you will play a central role in rolling out the platform across the university, collaborating closely with departments to embed a new, consistent way of working.

As a UX & Service Designer, You

• Bring user-centered thinking into every step of the process
• Translate user needs into clear insights and actionable improvements
• Bridge the gap between users, process experts, and technical teams
• Ensure that human experience and operational goals are aligned

You understand the interplay between front-stage and backstage processes and know how to design intuitive customer touchpoints. Through research, workshops, and iterative design, you uncover pain points and opportunities and turn these into coherent workflows and intuitive digital experiences.

Design expertise is still growing within Library and Information Services (LIS). We are therefore looking for someone with strong experience who can help establish best practices, demonstrate the value of design, and guide colleagues in adopting customer‑centric ways of working.

What You’ll Do

• Define user experience goals and usability requirements, and assess vendors during the tender process from a service perspective
• Lead service design initiatives across departments to improve the service management experience
• Maintain a holistic overview of services and touchpoints, developing improvement concepts based on UX research and clear prioritization
• Champion the user perspective through contextual research and customer‑centric tools
• Apply service design methods such as journey frameworks, personas, and service blueprints to map current and future states
• Facilitate co-creation workshops with stakeholders and technical teams to translate insights into concrete improvements
• Design and optimize both digital and in-person support touchpoints

Job Requirements What We’re Looking For

• Bachelor’s or Master’s degree in Service Design, Industrial Design, Interaction Design, or a related field
• At least 3 years of experience as a service designer, preferably in a large organization
• Strong portfolio demonstrating service design methods and user research
• Ability to make complex information accessible, insightful, and user-friendly
• Experience facilitating workshops and managing stakeholder relationships
• Strong analytical and creative problem‑solving skills
• Excellent communication skills in both Dutch and English
• Proactive, independent, intrinsically motivated, and opportunity‑oriented
• Organizational sensitivity and the ability to navigate complex environments
• A collaborative team player with a flexible and creative mindset
• Familiarity with Agile methodologies such as Scrum or Kanban