Service Designer

Job Description

Your role

Are you passionate about creating seamless user experiences through user-centered design? Join our Enterprise Service and Process Optimization team at TU/e as a Service Designer and help shape the future of our service processes!

First you will work in our product team as an important part of the tendering process, the designing and implementation of the new service management tool we will buy. Once the platform is established, you will play a central role in rolling it out across the university, collaborating closely with other departments to embed the new way of working.

In your role as Service Designer, you will support the team in implementing a user-centered approach, while translating user needs into scalable insights and impactful solutions. You will act as a bridge between users, process experts, and technical teams, ensuring alignment between human experience and operational goals. As a Service Designer, you understand the importance of orchestrating both front-stage and backstage processes, including customer touchpoints, to create a seamless and exceptional experience. You will explore how employees interact with our services, uncover pain points and opportunities, and translate these insights into coherent workflows and intuitive digital touchpoints.

Design is a relatively new concept within Library and Information Services (LIS). However, the need for holistic, customer‑centric approaches is growing rapidly. We are looking for someone with proven experience in this field – someone who can help the team establish best practices, demonstrate the value of design thinking, and actively bring stakeholders on board. You should be comfortable acting as a thought partner, using your experience and curiosity to identify new opportunities for a more customer‑centric way of working and guiding others in adopting this approach.

What You’ll Do

• Define user experience goals, usability requirements, and evaluate vendors from a service perspective during the tendering process.
• Lead service design initiatives to improve the service management experience across our departments.
• 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’re Looking For

• Bachelor’s or Master’s degree, in the field of Service, Industrial or Interaction Design
• At least 3 years of experience as a service designer, preferably within a large organization.
• 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 written and verbal communication skills in both Dutch and English.
• Someone who sees opportunities, is independent and proactive, driven by intrinsic motivation.
• Organizational sensitivity.
• A team player with a flexible and creative mindset.
• Familiarity with Agile methodologies such as Scrum/KANBAN.