Service Designer M/F

As a service designer, you work for the +10 touchpoints of Air France and KLM website, applications, self-service terminals at the airport and the on-board portal.

You will be part of the Strategic Design team which is based on 2 sites (Amstelveen and Roissy CDG).

We are ambitious, knowledgeable and dedicated to making a real difference in our customers’ travel experience.

Are you ready to participate?

 Within the Digital strategy team, we are looking for a Service Designer to join the AF/KLM Design team in order to collaborate on our ambition of excellence in terms of digital customer experience.

The strategic design team specializes in maintaining a holistic view of the different channels, how they interact, and how they fit with customer needs.

As a Service Designer on this team, you will manage projects ranging from designing future visions to navigating cross-functional topics to ensure consistency throughout the customer journey, or collaboratively creating strategic goals. and roadmaps.

You will research user needs, facilitate sessions to create alignment among stakeholders, and guide the implementation of concepts and goals.

For this, your missions consist of:

• Co-create: Work cross-functionally, through collaborative workshops, with members of the Design team, as well as with the leadership of the brand, digital, the various product and marketing parties.

• Research: Plan, conduct, analyze and communicate findings made through the use of different user research methods.

• Design: Create strategic and actionable solutions through the illustration of user journeys, service blueprints, models and prototypes.

• Coordinate: Prioritize, plan and measure the impact of the problems to be solved.

• Engage: involve the whole organization, ie our design team and the digital department, on service design and design thinking.

 • Accompany: collaborate and assist other colleagues with less experience. Communicate transversely on the added value of Design;

In short, an exciting and diverse role to prove and develop your design skills!

You have at least 2 years of design experience as a Service Designer or Product Designer with strong skills in User Research and UX Strategy.

 You have significant experience on a variety of digital touchpoints including creating user journeys, blueprints and prototypes.

You are an excellent communicator and facilitator, you master the art of storytelling;

Need To Have : 

– You master tools such as Miro and the MS Office suite.

– You are familiar with the Agile working method.

– You have an excellent team spirit

– You are fluent in French and English.

Nice to Have :

– Experience in product design

– Experience in project management

– Figma