Academia and education

Service Designer

Eindhoven University of Technology

Your role

Currently, research products and services are scattered across different business units and departments. We aim to work more seamlessly through end-to-end chains that bridge these organizational silos. Your role will bring the complete researcher journey to life, extending beyond RDI-lab’s own services and products. We’ve developed the Research Cockpit as a solution that unifies all researcher products and services in one place. As a Service Designer, you’ll play a crucial role in transforming our technical infrastructure into user-friendly, intuitive services. You’ll bridge the gap between complex technical solutions and researcher needs, creating holistic experiences that empower our academic community.

You’ll regularly engage with researchers spread over nine departments to understand their  needs for the Research Cockpit. Mapping these insights and making them scalable, you develop new service concepts and propositions. Working closely with stakeholders across various business units and departments, you and your team will demonstrate the value of a researcher-centric approach and integrate it into the Cockpit’s end-to-end service view. As a service designer, you understand the importance of orchestrating both front-stage and backstage processes, including customer touchpoints to create an exceptional experience.

Design is a relatively new concept in our business unit Library and Information Services (LIS). However, the need for holistic, customer-centric approaches is growing—and so is our design capability. While improving the researcher experience is our current focus, this is just the beginning. You should be comfortable acting as a thought partner, using your experience and curiosity to identify new opportunities for a customer-centric way of working.

What you will do

  • Lead service design initiatives to improve the research experience across our services and IT infrastructure
  • Create and maintain a holistic view of services and touchpoints, creating improvement concepts supported by UX research and clear prioritization of user and business needs
  • Advocate the user perspective through contextual research and drive customer-centric approaches
  • Apply service design tools—including journey frameworks, customer journeys, needs-based profiles, and service blueprints—to map current and future states
  • Facilitate co-creation workshops with stakeholders and technical teams to align product capabilities with user needs and transform insights into concrete improvements
  • Design and optimize both digital and in-person support touchpoints

Job requirements

What we are looking for

  • Bachelor’s or Master’s degree in Service, Industrial or Interaction Design
  • At least 4 years of relevant workexperience
  • Strong portfolio demonstrating experience in service design methodologies and user research
  • Proven ability to make complex information accessible, insightful and user-friendly
  • Experience in facilitating workshops and managing stakeholder relationships
  • Strong analytical and creative problem-solving skills
  • Excellent communication skills and fluency in English
Location
Eindhoven, Netherlands
Type
Industry
Academia and education
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Job Details

Date Posted
23/01/2025
Status
Active
Location
Eindhoven, Netherlands
Industry
Academia and education
Type
Position
Mid level
Job Expiry
February 16, 2025
Salary
unspecified
Apply for this job

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