UX & Service Designer

Organisatie: Library and Information Services

Societal challenges demand new knowledge. It is the task of the TU/e to develop this knowledge by adapting and changing research and education. At Library and Information Services (LIS) we look ahead, together with our scientists and students, and constantly provide the best possible library and information services to enable the creation of this new knowledge.

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. In the coming year, wewill redesign service processes and build a future-proof ESM platform that sets new standards for efficiency and user experience. Wantto be part of this transformation? Join us and help shape the next generation of service delivery at TU/e

Job Description

Your role

Are you passionate about designing seamless user experiences through a user‑centered approach? Join our Enterprise Service and Process Optimization team as a UX & Service Designer and help shape how TU/e organizes and delivers services.

You will first join the product team contributing to the tender, design, and implementation of our new service management platform. After implementation, you will play a central role in rolling out the platform across the university, collaborating closely with departments to embed a new, consistent way of working.

As a UX & Service Designer, you:

• Bring user-centered thinking into every step of the process
• Translate user needs into clear insights and actionable improvements
• Bridge the gap between users, process experts, and technical teams
• Ensure that human experience and operational goals are aligned

You understand the interplay between front-stage and backstage processes and know how to design intuitive customer touchpoints. Through research, workshops, and iterative design, you uncover pain points and opportunities and turn these into coherent workflows and intuitive digital experiences.

Design expertise is still growing within Library and Information Services (LIS). We are therefore looking for someone with strong experience who can help establish best practices, demonstrate the value of design, and guide colleagues in adopting customer‑centric ways of working.

What You'll Do:

• Define user experience goals and usability requirements, and assess vendors during the tender process from a service perspective
• Lead service design initiatives across departments to improve the service management experience
• Maintain a holistic overview of services and touchpoints, developing improvement concepts based on UX research and clear prioritizationChampion the user perspective through contextual research and customer‑centric tools
• Apply service design methods such as journey frameworks, personas, and service blueprints to map current and future states
• Facilitate co‑creation workshops with stakeholders and technical teams to translate insights into concrete improvements
• Design and optimize both digital and in‑person support touchpoints

Job Requirements

What We're Looking For

• Bachelor’s or Master’s degree in Service Design, Industrial Design, Interaction Design, or a related field
• At least 3 years of experience as a service designer, preferably in a large organization
• Strong portfolio demonstrating service design methods and user research
• Ability to make complex information accessible, insightful, and user‑friendly
• Experience facilitating workshops and managing stakeholder relationships
• Strong analytical and creative problem‑solving skills
• Excellent communication skills in both Dutch and English
• Proactive, independent, intrinsically motivated, and opportunity‑oriented
• Organizational sensitivity and the ability to navigate complex environments
• A collaborative team player with a flexible and creative mindset
• Familiarity with Agile methodologies such as Scrum or 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 € 3.546,- and € 6.433,- for full‑time employment, depending on your knowledge and experience (scale 10/11 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
• 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 via 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.

Please note

• You can apply online. We will not process applications sent by email and/or post.
• A pre‑employment screening (e.g. Knowledge security check) can be part of the selection procedure. For more information on the knowledge security check, please consult the National Knowledge Security Guidelines.
• Important for non-EU applicants: Please be aware that for this position, specific residence permit requirements apply. If you are a non-EU national, you may not be eligible to legally work in this role under current Dutch immigration regulations. We strongly advise you to contact our Staff Immigration Team (staffimmigration@tue.nl ) before applying to check your eligibility and to receive further guidance.
• Please do not contact us for unsolicited services.

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