Application URL: 

Design Researcher

Type of vacancy: Regular
City: Amstelveen
Hours per week: 32-40
Education: Bachelor's degree (HBO Bachelor)
Apply before: 02/05/2023



We’ve got a spot open for a talented, thorough and adventurous user researcher for Air France and KLM. Yes – that means the occasional café au lait in Paris!

What are you going to do?

Your mission is to bring deep customer insights that serve as a basis for designing and optimizing the digital journey of our customers. From orientation and booking a ticket till flying and returning home. Not only will you be creating the foundation of research (journey maps, personas, etc.), you will also perform research projects on request and set your own research goals and actions.

User insights are used by the Air France KLM design team, product teams and management in finding the right direction and making the right decisions. This means that you will be performing the research, as well as presenting the insights to a variety of stakeholders in an easy-to-understand way, in meetings or during design sprints. You will be performing various kinds of research on diverse levels of abstraction and detail: evaluative and explorative, quantitative and qualitative, and ranging from moderated user tests, via focus groups all the way to surveys and AB testing (to name a few).

Last, but not least, you will be helping our design team become more mature in evaluative research and testing of new design concepts, by sharing knowledge and providing guidance where needed. The design team includes 5 researchers, and we currently employ many research methods, but we are looking to step up our game in this regard and become more structured and consistent.

Thus, what do we expect from you?

  • Doing research with customers and translating this research into actionable insights
  • Using insights to engage stakeholders and to steer strategic decisions and product roadmaps
  • Helping to set up design sprints: apply user insights to develop new features and concepts
  • Setting up studies and research projects together with research and design colleagues to support them in conducting better research
  • Creating metrics that quantify and measure the results of design decisions to show the impact on the customer experience
  • Support general research operations, e.g. with better organizing research findings and reports
  • Establishing standard ways of working for designers and researchers, enabling the design team to become more mature

Where do you land?

You’re offered a sweet spot in the creative and fun Air France KLM design team, location the Netherlands (Amstelveen). We consist of roughly 60 young professionals in user research, visual design, interaction design, service design, UX writing and editorial writing. We’re ambitious, skilled, and devoted to making a real difference in our customers’ travel experience. You’ll become part of a squad of 6-9 experts and report to the Manager Design Operations. The design team works from 2 locations (Amstelveen and Paris airport), so you may expect a vibrant mix of French, Dutch, and other cultures. The design team is part of the Digital department, which develops +10 digital channels of Air France and KLM (website, apps, kiosks at the airport, onboard portal, etc.).

Your profile

You have a demonstrated passion for user research, design and innovation. You have a good understanding of digital ecosystems and know your way around agile. As a self-starter and go-getter, you pro-actively reach out to other researchers, designers, product teams and stakeholders for input and alignment. People skills are an important asset in this role. You know how to get people onboard using your latest insights, also when they’re hard to convince. Your presentations are to-the-point and stick. You’re comfortable with operating in the fuzzy front end of design and know how to make this less fuzzy (move from research to actionable insights). In other words, you can see the big picture -our digital ecosystem and strategic challenges- and you can easily switch to micro level -designs & flows- and back. With patience and determination, you join us in our mission to make digital product development more user centred.

Some must-haves:

  • Bachelor’s or Master’s degree in research or a related discipline, or equivalent professional experience
  • Minimum of 3-5 years of experience as a researcher in a digital context
  • Fluent in English. Dutch and French is a plus
  • Based in the Netherlands
  • Expert knowledge of design research, both explorative, as well as evaluative research, quantitative and qualitative
  • Experience with design strategy, sprints, and service design tools such as customer journey mapping, personas, and context mapping


We offer

  • The opportunity to stamp your mark on the digital user experience of millions of customers from all over the world
  • A full-time position based in Amstelveen, combined with working from home. Occasionally you’ll be spending some time in Paris for meetings and team events
  • A gross salary between €4386,72 and €6266.74 per month; depending on your qualifications and experience
  • Plenty of room for personal development and wonderful career opportunities
  • A creative and inspiring environment, with plenty of room for your own initiatives and the freedom to develop yourself
  • A good pension scheme and 8 percent holiday pay
  • An end of the year bonus of 8,33%
  • 25 days of paid holiday and 5 extra days off
  • Great discounts on airline tickets (if you have been in service for at least 6 months)
  • The possibility to work 8 weeks remotely per year (EU or Dutch Caribbean islands)
  • A travel expenses scheme and free use of the bus network around Schiphol
  • Discount of your health insurance
  • A personal budget for sustainable employability

Ready for your next destination?

Don’t wait any longer, send us your CV (including link to your portfolio) before the final boarding call on 5 February 2023! A motivation letter is no longer required; we will simply ask you a couple of questions during your online application. Within two weeks, you will receive a message from us. Your application procedure consists of two interviews.

A file check (for ex-KLM-employees) and/or a reference check can be part of the application procedure. By applying for this vacancy you consent to these checks.



If you would like to know more about the position, please contact the hiring manager. Call or e-mail the recruiter for questions about the application process. In both cases, don't forget to mention the vacancy number: #12983 .


Hiring manager



Isabelle de Jong: ISABELLE-DE.JONG@KLM.COM  


Details from this vacancy are not to be used for marketing purposes.