Senior Service Designer

Senior Service Designer
Location: Amsterdam (Hybrid)
Contract: 6 months
Rate: €110 per hour (40 hours/week)
Start Date: ASAP

A leading global digital organisation is seeking an experienced Senior Service Designer to help shape and deliver world-class customer service experiences across a large-scale, multi-channel support ecosystem.
This is a strategic design role focused on end-to-end service architecture, customer experience strategy, and operational service design. You will work closely with product, operations, and leadership teams to design seamless service journeys that integrate technology, people, and processes.
The Role As a Senior Service Designer, you will define and champion the long-term experience vision across customer support services. You will design holistic service ecosystems that ensure customers receive consistent, efficient, and high-quality support across multiple channels.
You will also play a key role in shaping the future of hybrid support models, combining automation and human interaction to deliver scalable and customer-centric services.

Key Responsibilities

• Define and drive customer experience strategy for complex support environments
• Design and maintain end-to-end service blueprints linking customer journeys with operational processes
• Translate business objectives into scalable service design frameworks
• Design hybrid service models combining automation and human support
• Identify opportunities for service improvement using customer insights and operational data
• Act as a subject matter expert for service design methodologies and best practices
• Collaborate with product, operations, and technology teams to deliver integrated service experiences

Required Experience

• 8+ years’ experience in service design, customer experience strategy, or related roles
• Experience working within high-volume customer support or contact centre environments
• Strong expertise in service blueprinting and end-to-end experience design
• Understanding of contact centre technologies and operational models
• Experience using CX metrics such as NPS, CSAT, or CES
• Strong stakeholder management and communication skills

What We’re Looking For
We’re looking for someone who can balance strategic thinking with practical implementation — someone who can design innovative service experiences while ensuring they are operationally viable at scale.
✔ Hybrid working
✔ Strategic design role
✔ Opportunity to shape large-scale customer experience transformation