Medior Service Designer

Job description

About RDI Lab

The RDI-lab supports TU/e academics throughout their research lifecycle by providing a modern end-to-end research data infrastructure. From initial planning through data collection, analysis, publication, and sharing—all with FAIR principles in mind—we offer specialized tools and services at each stage. As a service designer, you'll need to see the bigger picture and create one integrated experience for researchers.

We're a young and dynamic team that puts our researchers' needs first when designing our services and tools. We offer plenty of room for personal development and growth. We seek people who take initiative and are eager to pioneer the development of our services.

Your role

Currently, research products and services are scattered across different business units and departments. We aim to work more seamlessly through end-to-end chains that bridge these organizational silos. Your role will bring the complete researcher journey to life, extending beyond RDI-lab's own services and products. We've developed the Research Cockpit as a solution that unifies all researcher products and services in one place. As a Service Designer, you'll play a crucial role in transforming our technical infrastructure into user-friendly, intuitive services. You'll bridge the gap between complex technical solutions and researcher needs, creating holistic experiences that empower our academic community.

You'll regularly engage with researchers spread over nine departments to understand their  needs for the Research Cockpit. Mapping these insights and making them scalable, you develop new service concepts and propositions. Working closely with stakeholders across various business units and departments, you and your team will demonstrate the value of a researcher-centric approach and integrate it into the Cockpit's end-to-end service view. As a service designer, you understand the importance of orchestrating both front-stage and backstage processes, including customer touchpoints to create an exceptional experience.

Design is a relatively new concept in our business unit Library and Information Services (LIS). However, the need for holistic, customer-centric approaches is growing—and so is our design capability. While improving the researcher experience is our current focus, this is just the beginning. You should be comfortable acting as a thought partner, using your experience and curiosity to identify new opportunities for a customer-centric way of working.

What you will do

• Lead service design initiatives to improve the research experience across our services and IT infrastructure
• 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 are looking for

• Bachelor's or Master's degree in Service, Industrial or Interaction Design
• At least 4 years of relevant workexperience
• 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 communication skills and fluency in English

Conditions of employment

• You'll collaborate with Brabant's brightest minds, helping them excel in their research endeavors. Your work will directly contribute to TU/e's innovative power
• As TU/e is in the early stages of adopting customer-centric approaches, you'll have abundant opportunities to shape and influence this transformation
• A gross monthly salary of minimum € 3,378 to maximum € 6,209 for full-time employment, depending on your knowledge and experience (salary scale 10/11 collective labour agreement for Dutch Universities).
• 8% holiday allowance and 8.3% end-of-year bonus
• 41 vacation days (based on 40-hour workweek)
• Excellent benefits including sports facilities and pension plan
• Hybrid working environment with modern facilities
• Professional development opportunities

Information and application

About TU/e

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.

How to apply

For questions about this position, contact Mart Wetzels, Lead RDI Lab per e-mail: m.h.wetzels@tue.nl or +31 (0)40-2473883.

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 that part of your onboarding process at TU/e involves applying for a VOG.