Digital Service Designer

Als Digital Service Designer / Customer Journey Specialist bij Action zorg je ervoor dat initiatieven starten vanuit gevalideerde klantproblemen in plaats van aangenomen oplossingen. Je opereert op Journey-niveau en beweegt je over verschillende Marketing Value Streams: gespecialiseerde, cross-functionele domeinen waar Business Product Owners (BPO’s) en delivery teams werken aan het verbeteren van de customer experience.

Je brengt helderheid in deze Value Streams door complexiteit en afhankelijkheden in kaart te brengen. In tegenstelling tot een UI-designer ligt jouw focus niet op high-fidelity visual design, maar op het definiëren van de opportunity space. Je vertaalt research naar high-level blueprints en probleemstellingen, zodat delivery teams de context hebben om de juiste dingen te bouwen.

This is your daily action

Problem Discovery & Validation

• Conduct qualitative research to deeply understand customer and business friction points.
• Validate assumptions before they reach the backlog to prevent wasted development effort.
• Pragmatically select research methods, from rapid validation to deep-dive discovery.
• Manage relationships with external research partners and internal stakeholders to unify insights.

Service Blueprinting & Ecosystem Mapping

• Visualize (mapping, not UI design) the "As-Is" journeys, including all touchpoints, underlying systems, and organizational handovers.
• Identify pains, gains, and bottlenecks across the end-to-end experience.
• Map technical, organizational, and customer dependencies to make complexity transparent.
• Clarify for initiatives which departments are involved and who is responsible for each part of the journey.

Briefing & Translation (The PIB Process)

• Translate research insights and blueprints into sharp Product Initiative Briefs (PIBs) in collaboration with BPOs.
• Define the problem space, constraints, and success metrics instead of prescribing a final visual solution.
• Ensure delivery teams understand the "Big Picture" and how their specific tasks impact the broader journey.

Signaling & Technical Advisory

• Advise BPOs on prioritization by balancing customer impact against high-level technical feasibility and complexity.
• Identify "Quick Wins" versus long-term strategic trajectories.
• Ensure all proposed journey improvements align with Action’s accessibility and inclusive design principles.

While UX Designers handle iterative optimizations within the teams, you are deployed for strategic initiatives, cross-touchpoint issues, and complex dependencies.

Meet your team

In this role, you'll be part of the Marketing team. Reporting to the UX Design Manager, you will have the opportunity to impact millions of customers through intuitive, delightful digital experiences and help shape the UX discipline and design culture at Action, within a dynamic, international environment and in one of Europe’s fastest-growing retailers.

This is you

You are an enabler at heart and have a visionary mindset. You act as the bridge between brand campaigns and business impact.

In addition:

• Bachelor’s or Master’s degree in Service Design, Interaction Design or a related field
• 4–6 years of experience in Service Design or UX Strategy, preferably in large-scale retail
• Proficiency in tools such as Figma or Theydo for blueprinting and journey mapping
• Excellent command of both Dutch and English (both oral and written)
• A commercial mindset with strong stakeholder management skills
• Understanding of accessibility standards (WCAG)

What we offer

From our home base in the Netherlands, you will have an impact on the whole of Europe. Action has big growth ambitions—for Action and for you. This means you can keep taking new steps: a different job, an interesting innovation project, and new skills. You can develop without limits in a culture where shared values are lived: customer focus, teamwork, simplicity, discipline, cost consciousness, and respect.

Did you know that you can also count on us for:

• A market-based salary based on a 38-hour work week
• An annual bonus based on company and personal performance
• 24 days of holiday and the option to buy 5 extra days (based on 38 hours per week)
• A temporary contract with the intention of offering you a permanent contract in the long term
• Flexible working hours and the possibility of working up to 40% from home, of course in coordination with your team and manager
• 15% staff discount on your purchases at Action
• A good pension scheme and travel expenses allowance