Service Designer

As a Service designer at KLM, you will work in an agile environment, primarily on project-based initiatives. You will play a pivotal role in elevating our employee experience to new heights. Your primary mission is to delve deep into insights, shaping the way employees experience our services. You wont just lay the groundwork for research; youll be the driving force behind it, crafting comprehensive journey maps, service blueprints, and personas.

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

Imagine KLM employees being responsible for impactful decisions like flights that need to be cancelled or rerouted because of storm. Now imagine that you are the one that can help optimize these set of tools and workflows. From improving feedback methods for crew, to giving more roster flexibility, at Business Platform Flight we create tools to support these processes. Being a Service Designer at KLM within Flight, your days will be full of variety. You’re an Enterprise designer (B2E), but your work will reach much further than the borders of KLM employees alone. By optimizing, improving, and creating new innovative IT solutions for KLM employees, you’re working on the passengers experience as well.

What you’ll do

Lead research initiatives:

• Lead in-depth research initiatives to understand what users truly need throughout their journey.
• Plan and facilitate design sessions, fostering collaboration between stakeholders and users to get valuable insights.
• Create personas, journey maps, user flows, stakeholder maps, and service blueprints of complex ecosystems.

Collaboration and stakeholder management:

• Collaborate closely with business and design colleagues to conduct meaningful (research) studies that enhance our insights.
• Innovate our approach by combining evaluative and explorative techniques, ensuring a rich mix of quantitative and qualitative analyses.

Metrics and impact:

• Develop metrics and data-driven insights to measure the impact of design decisions.
• Help guide future strategies and initiatives by showcasing the tangible results of our user-centred approach.

Mentorship and knowledge sharing:

• Level up our design teams expertise in evaluative research and testing.
• Share your extensive knowledge, providing guidance and mentorship to foster a culture of continuous learning and improvement.

KLM wants to become the most data & technology driven airline in the world. In order to achieve this ambition, we started our new Data & Technology (D&T) platform. From flight to HR and from operations to ground, the D&T platform includes all directions of KLM. Being a Service Designer, you will have an important role in helping this new department grow. You will be part of business platform flight and your office is located at Schiphol-Oost.

Were seeking a seasoned Service Designer with a passion for user research, design, and innovation. With a profound understanding of digital ecosystems, youll play a pivotal role in transforming our approach to digital product development. As a proactive self-starter, you thrive on collaboration, effortlessly engaging with fellow designers, product teams, and stakeholders to gather insights and foster alignment.

You also have:

• a minimum of 5 years of experience working on service design projects applying a wide range of design processes, methodologies, and deliverables;
• a bachelors degree level in design or a related discipline, or equivalent professional design experience.
• capable of navigating the complex landscape of digital ecosystems, translating research into actionable insights and user-centred solutions;
• the desire to challenge the status quo, search for new insights and think holistically;
• deep understanding of design explorative and evaluative research;
• extensive experience with design sprints, and service design tools such as customer journey mapping, personas, and context mapping;
• ability to actively manage relationships and co-creation between design and stakeholders;
• great communication and organizational skills and comfortably take ownership;
• an open mind to critical feedback and the ability to reflect on your own work;
• a positive and self-motivated attitude paired with impeccable problem-solving skills;
• flexibility on using different tools and adjusting different methods based on projects, context, and stakeholders;
• fluency in English (Dutch is a plus).