Service Designer

About TU/e and Enterprise Service Management
TU/e is an internationally renowned university that trains engineers of the future and pushes the boundaries of science and technology for a better world. Our lively and inspiring campus hosts an international community of more than 4,000 employees, 13,000 students, and nearly 3,000 guests.

TU/e has decided to replace her service management applications to one Enterprise Service Management (ESM) platform for the university, starting with the departments of HRM, Student Support and IT. Our goal; better service for our students, employees and researchers. The coming year we will start redesigning our service processes and build our service management platform.

Job Description

Your role
Are you passionate about creating seamless user experiences through user-centered design? Join our Enterprise Service and Process Optimization team at TU/e as a Service Designer and help shape the future of our service processes!

First you will work in our product team as an important part of the tendering process, the designing and implementation of the new service management tool we will buy. When we are fully set we will start spreading the service management platform and way of working through the whole university and mainly our other departments. In your role as Service Designer you will help our users and project members to translate their needs into working workflows and processes.

What You'll Do:

• Lead service design initiatives to improve the service management experience across our departments.
• Create and maintain a holistic view of services and touchpoints, creating improvement concepts supported by UX research and clear prioritization of user and business needs
• Advocate the user perspective through contextual research and drive customer-centric approaches
• Apply service design tools—including journey frameworks, customer journeys, needs-based profiles, and service blueprints—to map current and future states
• Facilitate co-creation workshops with stakeholders and technical teams to align product capabilities with user needs and transform insights into concrete improvements
• Design and optimize both digital and in-person support touchpoints

Job Requirements

What We're Looking For

• Higher professional education (HBO) level, in the field of Service, Industrial or Interaction Design
• Proven experience as a service designer within a large organization.
• Strong portfolio demonstrating experience in service design methodologies and user research
• Proven ability to make complex information accessible, insightful and user-friendly
• Experience in facilitating workshops and managing stakeholder relationships
• Strong analytical and creative problem-solving skills
• Excellent written and verbal communication skills in both Dutch and English.
• Someone who sees opportunities, is independent and proactive, driven by intrinsic motivation.
• Organizational sensitivity.
• A team player with a flexible and creative mindset.
• Familiarity with Agile methodologies such as Scrum/KANBAN. 

Conditions of employment

An exciting position within an international yet personal university. You will be surrounded by students on a green campus within walking distance of the central station. In addition to beautiful architecture, you will find varied workspaces and excellent sports facilities.

We also offer you:

• A monthly salary of between € 4.728 and € 6.433 for full-time employment, depending on your knowledge and experience (scale 11 of the Collective Labour Agreement for Dutch Universities).
• In addition to holiday allowance of 8%, a structural end-of-year bonus of 8.3%.
• 41 vacation days (based on 40-hour workweek).
• Excellent benefits including sports facilities and pension plan
• Hybrid working environment with modern facilities
• Professional development opportunity’s
• Compensation for commuting expenses, working from home and internet.

More information & Application

For questions about this position, contact Neline Khoenkhoen +31(0)6 142 14 095 or per e-mail n.c.khoenkhoen@tue.nl

For application inquiries, contact Rob van der Linden at r.m.e.v.d.linden@tue.nl or +31 (0)6 395 82 273.

This position will remain open until we find the right candidate. Internal and external candidates are welcome to apply, with priority given to internal candidates in case of equal suitability.