Digital Service Designer

Digital Service Designer

(Fulltime, 38 hours per week)

As a Digital Service Designer / Customer Journey Specialist at Action, you ensure that initiatives start from validated customer problems rather than assumed solutions. You operate at the Journey Level, navigating across various Marketing Value Streams, specialized cross-functional domains where Business Product Owners (BPOs) and delivery teams work on improving the customer experience. 

You bring clarity to these Value Streams by mapping complexity and dependencies. Unlike a UI designer, your focus is not on high-fidelity visual design but on defining the opportunity space. You translate research into high-level blueprints and problem statements, ensuring delivery teams have the context they need to build the right things. 

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

With tens of millions of fans across Europe, we keep surprising them week after week. We are constantly expanding the Action brand using a data-driven approach and working in agile teams. 
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

Surprisingly more! From our bustling home base in the Netherlands, you will have an impact on the whole of Europe. Today we have more than 3,000 stores in 15 countries and millions of smiles from our customers. And we have big growth ambitions. For Action and you. Because our growth means that you can always take new steps. A different job, an interesting innovation project, and new skills: as a professional, you can develop without limits. And all this in a culture where our shared values are truly 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 (Zwaagdijk-Oost is traffic jam-free and only 30 minutes by car from Amsterdam)

How we contribute to society

If you only know Action from the stores, a world will open up for you when you come and work with us. We work hard to make a positive impact on society and the environment. Did you know, for example, that we support thousands of children worldwide who grow up in an SOS Children's Village? That our team reflects the diversity of our customers, including 151 different nationalities? That we purchase 100% of our wood products and 100% of our cotton sustainably? And that all our stores, DC’s and offices only use energy-efficient LED lighting? Yes, that is also Action. Curious about what other initiatives we’re facilitating? There’s a lot more we are proud of and we would love for you to be part of it.

Interested?

We are proud to be an inclusive employer, and we warmly invite anyone who recognises themselves in the vacancy to apply. So take action and respond to this vacancy now!

What happens next:

1. Response to your application within 14 days (and usually earlier)
2. First meeting with the manager and a colleague
3. Second interview with more team members
4. There may be an extra interview depending on availability or small assignment 
5. Welcome to Action…

Throughout the process, your recruiter is your permanent point of contact and is available to answer any questions you may have.

Integrity is very important to us. Pre-employment screening is therefore part of the process for this vacancy. Ask your recruiter for more information.