Service Designer

Service Design Jobs; Utrecht; Híbrido; EUR 70.000 - 110.000; Jornada completa

Descripción de la vacante

Service Design Jobs is seeking a senior Service Design/UX strategist to join our Customer Experience team at Interrail for a temporary assignment in Utrecht from October 2026 to February 2027. You’ll lead qualitative research, define the Interrail Experience Strategy, and shape the Target Traveller Journey.

You’ll collaborate with cross-cultural stakeholders, synthesize insights, and develop 3–5 strategic opportunities.

Formación

• 7+ years of experience in Service Design, Strategic Design, Customer Experience Design, UX or a comparable field.
• Proven experience creating customer journeys, service blueprints, experience principles and strategic service concepts.
• Strong qualitative research skills: conducting and synthesising interviews with diverse cultures.
• Ability to turn insights into an experience vision and tangible concept directions.
• Confidence in facilitating and aligning senior, cross-functional stakeholders.

Responsabilidades

• Define the Interrail Customer & Travel Experience Strategy and Target Traveller Journey for 2027–2029.
• Synthesize insights from research and cross-cultural data to shape 3–5 strategic opportunities.
• Align with stakeholders and hand over the work for 2027 and beyond.

Conocimientos

Service Design

Strategic Design

Customer Experience Design

UX

Stakeholder Facilitation

Qualitative Research

English Proficiency

Miro

Herramientas

Miro

Descripción del empleo

Our Team

We believe travel can create citizens of the world. We spark moments of connection and transformation, giving people the freedom to explore openly and shape their own story.
With colleagues from more than 50 countries, our diversity sparks curiosity, insight, and a culture of openness, essential to understanding our travellers and one another.
We work in a flexible hybrid model from our Utrecht HQ and our homes across the Netherlands.
Just as travel is about discovery, we’re looking for people who want to go one stop further, joining a journey that inspires personal transformation through train travel.

We’re on the search for…

…someone who can go One Stop Further by helping us answer one big question: how can we help travellers feel the transformative ‘Interrail Effect’, and support them to seek, have, capture and share that experience?

This is a temporary assignment from October 2026 to February 2027, covering maternity leave.

Also, it’s good to know that team has agreed to meet in the office every Tuesday and Thursday, therefore you will be expected to be in the office on these days to work side by side with your colleagues.

What you’ll be doing

You’ll be joining the Customer Experience team (Research & Insights), the people who build and maintain a strong understanding of traveller needs, behaviour, experience and satisfaction across the end-to-end journey. And make sure every stage of the traveller journey is impactful and meaningful, from first daydream to lasting memory. Your day to day contact is the Head of Customer & Travel Experience.

You will help us define what travelling with Interrail should feel like from 2027 to 2029. Together with the team, you’ll shape two things: our Customer & Travel Experience Strategy, and a Target Traveller Journey, a picture of the ideal end-to-end trip from first inspiration to sharing stories back home. Throughout, the focus is on what makes an Interrail trip distinctive, authentic and transformative. Your work will cover research, synthesis, strategy and concept direction. Building solutions and setting product roadmaps are not part of this assignment.

Below is our suggested approach, but we’re very open to changing it based on your expertise and proposal.

• Synthesise existing customer, brand and travel-data insights
• Research the European traveller perspective through around 12 qualitative interviews
• Define the distinctive Interrail experience, the ‘Interrail Effect’
• Develop the Target Traveller Customer Journey
• Shape 3–5 strategic experience opportunities and concept directions
• Align with stakeholders and hand over the work for 2027 and beyond

What we’re looking for

It’s already a possible match when you share the same mindset as us, being forward-thinking, results-driven, caring and embracing diversity.

In terms of your experience and skills:

• 7+ years of experience in Service Design, Strategic Design, Customer Experience Design, UX or a comparable field
• Proven experience creating customer journeys, service blueprints, experience principles and strategic service concepts
• Strong qualitative research skills: independently designing, conducting and synthesising interviews with people from different cultures
• The ability to turn insights into an experience vision and tangible concept directions, without locking into solutions too early
• Confidence in facilitating and aligning senior, cross-functional stakeholders, and explaining complex insights simply
• An independent, pragmatic approach to delivering a time-bound assignment
• Professional fluency in English and Miro

In addition, it’s extra credit if you have…

• Experience in travel or edutainment,
• Experience researching across cultures and markets
• Interest in sustainable travel!