Senior Service Designer

At Sytac, we build high-performing engineering and design teams for leading organizations in the Netherlands and beyond. We combine a pragmatic, people-first culture with strong craftsmanship — giving professionals autonomy in real product environments, backed by a consultancy that invests in growth, community, and long-term partnerships.

For one of our major international clients in the travel industry, we are looking for a Senior Service Designer to help shape the next generation of digital travel experiences. You’ll work within a mature digital organization, partnering across Product, UX, Research, and Business teams to design seamless digital touchpoints across the entire traveler journey.

This is a senior strategic and hands-on role with high visibility, where your work will influence multiple platforms and customer-facing products.

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What you’ll do

• Lead the design and evolution of innovative digital travel experiences across websites, mobile apps, check-in kiosks, and onboard portals

• Initiate and drive discovery projects, bringing strong service design methodology into multidisciplinary teams

• Conduct and analyze qualitative and quantitative research in collaboration with UX researchers, data analysts, and business stakeholders

• Map and maintain digital customer journeys, service blueprints, opportunity areas, and conceptual solutions

• Facilitate collaborative workshops (on-site and remote) with cross-functional stakeholders across multiple locations

• Communicate research findings and design insights in a clear, compelling way to influence product direction

• Connect initiatives across the digital organization to ensure coherent customer experiences

• Act as a service design ambassador, promoting design thinking practices within the broader digital department

• Translate insights into actionable product recommendations, balancing customer needs with business priorities

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What we’re looking for

• Senior-level expertise in Service Design and Design Thinking, with 7+ years of experience

• Strong ability to understand and shape complex service ecosystems across multiple touchpoints

• Proven experience conducting user research and translating insights into structured journeys and opportunities

• Excellent storytelling and presentation skills, tailored to different audiences

• High degree of independence, initiative, and decisiveness in managing work and navigating ambiguity

• Strong stakeholder management skills across multidisciplinary and international environments

• Strategic mindset with the ability to maintain the business value behind customer journeys and design insights

• Curious, aware of industry trends, and passionate about travel and digital experiences

• Experience in the mobility or travel industry is a plus, not a requirement

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Additional qualities

• Strong collaboration skills and ability to drive co-creation

• Hands-on approach to solving complex, undefined problems

• Ability to work across teams and influence multiple digital platforms

• Comfortable operating as the entry point for design work, managing risks, progress, and cross-team alignment

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What we offer

• A high-impact role shaping digital experiences for a major international travel brand

• The opportunity to work across multiple digital products and customer touchpoints

• Hybrid working arrangement with an international design team

• A culture of craftsmanship, autonomy, and shared ownership

• Access to Sytac’s design and engineering community, knowledge sharing, and personal growth support

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