Service Designer First & Last Mile at Huxley

Service Designer

Location: Amsterdam (2-3 days onsite per week)

Assignment Overview

We are looking for a Service Designer to support a major transformation within the Transport domain (Core Services, Last & First Mile). The organisation is migrating from a third-party logistics platform to an in-house solution, with a backend Go Live targeted for November 2026.

This migration introduces a new data model impacting multiple transport capabilities, including:

Work Order ManagementRoute PlanningCapacity ManagementLine HaulFleet OperationsCurrently, no service design work has been completed to support this transition. Co-workers interact with multiple tools across the transport workflow, and there is no end-to-end journey map or service blueprint in place. The objective is to ensure a coherent and user-centric transport experience across all capabilities.

Scope of the Assignment

The Service Designer will work closely with a Senior Product UX Designer and key stakeholders across the transport organisation.

Responsibilities include:

Map the current end-to-end co-worker transport journey (as-is) across all touchpoints and toolsConduct user research with SFO Specialists, Transport Service Providers (TSPs), planners, and internal stakeholdersIdentify gaps between current tooling and future Transport Order data model requirementsCreate a future-state (to-be) service blueprint covering the complete transport workflowDeliver research insights and gap analysis to support platform and design decisions

Day-to-Day Activities

Plan and conduct interviews, observations, and research sessionsFacilitate workshops and co-creation sessions with stakeholdersCreate and iterate journey maps and service blueprintsSynthesize research findings into actionable recommendationsCollaborate closely with Product UX DesignPresent findings and recommendations to leadership and stakeholdersCoordinate across multiple product teams to ensure a consistent user experience

Required Skills & Experience

Strong service design methodology experienceJourney mapping and service blueprinting expertiseQualitative user research experienceStakeholder management and workshop facilitationSystems thinking across complex product ecosystemsAbility to work autonomously in a large organisationExperience within enterprise or B2B environmentsExperience within logistics, transport, supply chain or related domains is a plusStrong communication and storytelling skillsExperience with Miro and Figma

Top 3 Requirements

Service design methodology (journey mapping & service blueprinting)Qualitative user research skillsSystems thinking across interconnected product domains

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