Service Designer First & Last Mile

Huxley; Amsterdam; Hybrid; EUR 55,000 - 90,000; Full time

Job summary

Huxley is seeking a Service Designer in Amsterdam with hybrid onsite presence to drive a major transport domain transformation. You will map existing end-to-end workflows, conduct user research, and create future-state service blueprints to ensure a coherent, user-centric transport experience across multiple teams.

You will work with a Senior Product UX Designer and stakeholders, delivering actionable recommendations and facilitating workshops to align platform decisions with user needs.

Qualifications

• Strong service design methodology experience.
• Expertise in journey mapping and service blueprinting.
• Experience conducting qualitative user research.
• Ability to manage stakeholders and facilitate workshops.
• Systems thinking across complex product ecosystems.

Responsibilities

• Map the current end-to-end co-worker transport journey across touchpoints and tools.
• Conduct user research with SFO Specialists, TSPs, planners and stakeholders.
• Identify gaps between current tooling and future transport data model requirements.
• Create future-state service blueprint for complete transport workflow.
• Deliver insights and gap analysis to support platform and design decisions.
• Plan and conduct interviews, observations, and research sessions.
• Facilitate workshops and co-creation sessions with stakeholders.
• Collaborate with Product UX Design and present findings to leadership.

Skills

Service design

Journey mapping

Service blueprinting

Qualitative research

Workshop facilitation

Systems thinking

Autonomous work

Enterprise/B2B

Logistics domain

Storytelling

Tools

Miro

Figma

Job description

Service Designer

Location: Amsterdam (2-3 days onsite per week)

Assignment Overview

We are looking for a Service Designer to support a major transformation within the Transport domain (Core Services, Last & First Mile). The organisation is migrating from a third-party logistics platform to an in-house solution, with a backend Go Live targeted for November 2026.

• Work Order Management
• Route Planning
• Capacity Management
• Line Haul
• Fleet Operations

Currently, no service design work has been completed to support this transition. Co-workers interact with multiple tools across the transport workflow, and there is no end-to-end journey map or service blueprint in place. The objective is to ensure a coherent and user‑centric transport experience across all capabilities.

Scope of the Assignment

The Service Designer will work closely with a Senior Product UX Designer and key stakeholders across the transport organisation.

Responsibilities include:

• Map the current end-to-end co-worker transport journey (as-is) across all touchpoints and tools
• Conduct user research with SFO Specialists, Transport Service Providers (TSPs), planners, and internal stakeholders
• Identify gaps between current tooling and future Transport Order data model requirements
• Create a future-state (to-be) service blueprint covering the complete transport workflow
• Deliver research insights and gap analysis to support platform and design decisions

Day-to-Day Activities

• Plan and conduct interviews, observations, and research sessions
• Facilitate workshops and co-creation sessions with stakeholders
• Create and iterate journey maps and service blueprints
• Synthesize research findings into actionable recommendations
• Collaborate closely with Product UX Design
• Present findings and recommendations to leadership and stakeholders
• Coordinate across multiple product teams to ensure a consistent user experience

Required Skills & Experience

• Strong service design methodology experience
• Journey mapping and service blueprinting expertise
• Qualitative user research experience
• Stakeholder management and workshop facilitation
• Systems thinking across complex product ecosystems
• Ability to work autonomously in a large organisation
• Experience within enterprise or B2B environments
• Experience within logistics, transport, supply chain or related domains is a plus
• Strong communication and storytelling skills
• Experience with Miro and Figma

Top 3 Requirements

• Service design methodology (journey mapping & service blueprinting)
• Qualitative user research skills
• Systems thinking across interconnected product domains