TL;DR

Service Designer (E-commerce): Designing and optimizing the end-to-end post-purchase experience across payments, shipping, and customer support with an accent on the service ecosystem and internal workflows. Focus on creating comprehensive experience maps, identifying friction points, and balancing customer trust with operational efficiency.

Location: This role is based in the Netherlands and operates in a hybrid setup, requiring a minimum of two days per week in the office.

Company

%hirify_global% is a unique online marketplace for buying and selling over 25 million special objects, aiming to be the world's most popular destination for unique items, curated by in-house experts.

What you will do

Design and evolve end-to-end post-purchase experiences across payments, shipping, and customer support.
Lead service design initiatives, mapping happy and unhappy customer paths and connecting them with internal workflows.
Create and maintain experience maps and service blueprints as a single source of truth for cross-functional teams.
Translate complex operational and logistical processes into clear, intuitive customer and internal-facing experiences.
Analyse how internal tools, policies, workflows, and customer-service procedures intersect with the product experience.
Partner closely with Product Managers, Product Designers, CS & Shipping Ops to shape problem definitions and improve resolution flows.

Requirements

7+ years of experience as a Product Designer, with minimum 4 years hands-on experience in service design.
Proven track record designing complex end-to-end services in e-commerce, marketplaces, logistics, or operations-heavy environments.
Strong ability to map and design happy & unhappy paths, and recovery flows.
Experience working closely with operations & customer support teams.
Comfortable doing hands-on product and interaction design, not only conceptual service work.
Strong English communication skills required for applying with an English CV and Cover Letter.

Culture & Benefits

Create a visible impact by working at scale in a global organisation serving millions of customers.
Access Learning & Development initiatives, including clear development plans and mentorship programmes.
Join a passionate, diverse team of 800+ %hirify_global%ans representing 60+ nationalities in an inclusive environment.
Receive a €100 Catavoucher when you join and a €50 Catavoucher on your birthday.
Enjoy an extra day off each year to “Pursue Your Passion” and additional leave for key work anniversaries.