Transport and mobility

Service Designer

Archived
Full Time

KLM Royal Dutch Airlines

What are you going to do?

Your job as service designer at KLM contains anything from working on prototyping how customers can experience a smoother transfer on Schiphol, interviewing customers about their views on sustainability, researching COVID-19 customer needs or defining what the experience should be at Schiphol’s new terminal. On a regular workday you can go from meetings with stakeholders to facilitating creative sessions or doing hand-on project work.

As a Service Designer you will drive service design activities for KLM’s existing or new propositions by:

  • Conducting research to understand the customer needs at different stages in their journey;
  • Working together with data analysts to define the right design challenges and problem statements to work on
  • Creating service experiences with lasting impact on customers based on understanding of their needs.
  • Develop personas, customer journeys maps and service blueprints for existing and new service experiences.
  • Plan, lead and facilitate design sessions with stakeholders, customers and KLM staff
  • Bringing new concepts to life by prototyping, testing and evaluating new concepts.
  • Supporting, training and coaching Customer Journey Managers in developing new products and the effective use of our CX Way of Working (following the double diamond).

Where do you land?

You will work in a team of 4 data analysts, 1 customer centric culture manager and 2 service designers (including you) at Amstelveen Headquarters.”. You will be part of the Customer Experience department of approximately 50 colleagues.

Your profile

  • Able to provide design thought leadership to senior business stakeholders and co-workers
  • Passionate to continuously improve the customer experience and look for ways to be the voice of the customer
  • Have the desire to challenge the status quo, continuously search for new insights and think holistically
  • Able to actively manage relationships and co-creation between design and other stakeholders;
  • Great communication and organizational skills, comfortable in taking ownership.
  • Open to critical feedback and have the ability to critically reflect on your work
  • Able to work both in a team of 4 data analysts and 2 service designers (including you) and independently as a hands-on, individual contributor.
  • A positive and self-motivated attitude paired with impeccable problem-solving skills.
  • Being flexible on using different tools and adjusting different methods based on projects, context, and stakeholders.

We Would Love It If You Had

  • Mandatory bachelor’s degree level in design or a related discipline, or equivalent professional design experience. Preferably having a master’s degree in service or strategic design.
  • At least 2 years or experience working on service design projects applying a wide range of design processes, methodologies, and deliverables.
  • Fluent in English, Dutch is a plus.
  • Strong affinity with customer experience,
  • Affinity with agile working and IT / data processes.
  • Practical understanding of capabilities and limitations of digital technologies and airline operations.
Location
Amstelveen, NH
Type
Full Time
Industry
Transport and mobility
Apply for Job
Sorry! This job has expired.

More jobs at KLM Royal Dutch Airlines

Service Designer

KLM Royal Dutch Airlines

job location
Schiphol, Netherlands
industry
Aviation

Service Designer Data & Technology

KLM Royal Dutch Airlines

job location
Schiphol, Netherlands
industry

More jobs in The Netherlands

Senior Service Designer

Rabobank

job location
Utrecht, Netherlands
industry
Finance

Service Designer

Nederlandse Spoorwegen

job location
Utrecht, Netherlands
industry
Transport and mobility

Senior Service Designer

SECRID

job location
The Hague, Netherlands
industry
Design

Proud Partners

Harmonic Design logoService Design Show logoTheyDo

We can help you attract the best service design talent and grow your brand. Partner with us.

Don’t miss important updates.

Join our email list to stay updated on new jobs, resources, events, and more to help you with your career

We’ll use your email to send you updates about the report and other helpful service design topics. We hate spam just as much as you do, so we’ll never share your email. Unsubscribe anytime.
Back to Top
chevron-down