Service Designer
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 will you 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:
- 0-4 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.
Explore the perks of working with us
More benefits
If your position allows this: working from home and working from abroad for up to 8 weeks (EU and Caribbean)
2% development budget to be spent freely
Plenty of room for personal development and great career opportunities
Substantial discount on airline tickets (if you have been employed for at least 6 months)
What do we offer
- A challenging role at an unique employer in the Netherlands;
- A gross salary between €3.712,92 and €5.304,17 per month, with the possibility of a higher salary depending on your knowledge and experience;
- Plenty of room for personal development and wonderful career opportunities;
- A good pension scheme and 8% 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);
- A sustainable transport policy, which allows you, among other things, to use all public transport for your commute within the Netherlands, free of charge;
- Discount of your health insurance;
- A personal budget for sustainable employability.
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Ready for your next destination?
Don’t wait any longer and apply for this function before the final boarding call on 10/13/2025! 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 and –possibly- an assessment and security research.Did you know that according to research, women are less likely to apply than men when they don't meet all the job requirements? What a shame. Because, in our view, 'the perfect candidate' is a myth. So, if you have the drive to grow in aspects of this role, we look forward to your application. 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.
Apply now
Do you think we're a match?
Start your journey with us here.
Ask your Questions
If you have any questions regarding this vacancy, contact our recruiter Sissel or hiring manager Sandra!This job has the following ID number: 20113