Career opportunities: Service Designer

Introduction

As a Service Designer at Data & Technology, you'll work on various projects in an agile environment. Your main goal is to improve how our employees interact with our services. You will gather and analyse insights to understand their experiences better. You'll work on research efforts by creating detailed user journey maps, service blueprints, and personas, among other tools. 

Ready to start pioneering within the digital landscape of KLM? Fly through this vacancy and find out more! 

What are you going to do?

As a Service Designer in the Digital Crew Journey program, you’ll blend your analytical thinking with a curiosity for understanding user behavior. You'll be at the forefront of modernizing the crew’s digital landscape and work on front-end interactions that transform how crew engages with their digital tools. Your insights will drive user-centered design solutions that improve efficiency and satisfaction. 

Key responsibilities 

• Co-design innovative services and user journeys, using Service Design tools like personas, journey maps, user flows, stakeholder analyses, etc. 
• Conduct qualitative and quantitative research to identify user challenges and needs.  
• Organize and facilitate design sessions to get insights from stakeholders and users. 
• Develop and monitor UX metrics in collaboration with the product team. 
• Translate research findings into actionable insights and communicate results through reports, visualizations and presentations. 
• Work in multidisciplinary teams in close contact with users and stakeholders. 
• Share your knowledge and ideas with our design team and community. 

Where do you land?

You will join one of the product teams within Business Platform Flight (Data & Technology department). This division manages all processes and tools to ensure smooth flight services. This includes everything from onboard catering to enhancing feedback systems for the crew, while aiming to deliver an unforgettable experience for passengers. At Platform Flight, your days will be full of variety. By improving internal processes and implementing smart IT solutions for employees, your efforts will have a broader impact, benefiting both KLM staff and passengers. 

Your profile

We're looking for a Service Designer who is passionate about user research and innovation. With a solid understanding of digital ecosystems, you'll play a key role in transforming how we develop digital products. You thrive in collaborative environments, easily connecting with designers, product teams, and stakeholders to gather insights and ensure everyone is on the same page. 

You also have: 

• 2-5 years of experience in service design projects, using a variety of design processes, methods, and deliverables.  
• At least a bachelor's degree in design or a related field, or equivalent professional design experience. 
• The ability to navigate complex digital ecosystems, turning research into practical insights and user-focused solutions. 
• A willingness to challenge existing approaches, seek new insights, and think holistically. 
• A deep understanding of design explorative and evaluative research. 
• Experience with design sprints and UX research tools like customer journey mapping, personas, and context mapping. And flexibility on using different tools. 
• Skill in managing relationships and fostering collaboration between design and stakeholders. 
• Communication and organizational skills, with the confidence to take ownership of projects. 
• Openness to constructive feedback and the capacity to reflect on your work. 
• Fluency in Dutch and English.