Service Designer

About the Role

We are looking for an experienced Senior Service Designer who excels at blending hands‑on research, strategic design thinking, and stakeholder facilitation. You will work closely with our product designer and development team, shaping future solutions before they enter delivery. This role is ideal for someone who thrives in complex environments and can influence both business and technology stakeholders.

Key Responsibilities

Conduct User Research

• Lead key‑user interviews and validation sessions (on‑site at the office).
• Conduct end‑user testing at the crew center.
• Collaborate with BPAs to gather insights and perform analysis.

Lead Design Ahead of Development

• Define future user journeys and service concepts.
• Ensure upcoming features are conceptually sound and aligned with user needs.
• Translate insights into actionable design direction.

Facilitate Design Thinking

• Align stakeholders across business and technology.
• Drive workshops, co‑creation sessions, and collaborative design activities.
• Embed a user‑centered mindset into decision‑making processes.

Contribute to Roadmap Shaping

• Identify new features and opportunities.
• Explore new user groups and their needs.
• Support integration of existing applications into CrewPlanner.

Profile & Skills

Core Skills

• Strong experience in service design within complex environments.
• Proven track record in qualitative research and translating insights into design direction.
• Skilled in stakeholder management, facilitation, and alignment.
• Ability to operate at both strategic and hands‑on levels.
• Comfortable working in cross‑functional business–IT teams.
• Experience with enterprise or operational systems is a strong plus.

Competencies

• Product User Experience
• Strategic design thinking
• Cross‑functional collaboration

Experience

• 8–10 years of relevant experience in service design, UX strategy, or product research.

Language

• Strong English proficiency.
• Understanding of Dutch is a plus.

Who Should Apply

Service Designers who:

• Are confident leading research, workshops, and strategic design activities.
• Can influence stakeholders and drive alignment across business and tech.
• Thrive in complex, operational environments.
• Want to shape future solutions before they enter development.