Temporary Service Designer

📍 Job Overview

Job Title: Temporary Service Designer

Company: Interrail B.V.

Location: Utrecht, Netherlands

Job Type: TEMPORARY

Category: Customer Experience / Service Design

Date Posted: October 6, 2026

Experience Level: Mid-Senior Level (7+ years)

Remote Status: Hybrid

🚀 Role Summary

• This role focuses on defining the future of the Interrail traveller experience, encompassing both strategic vision and tangible concept development for the 2027-2029 period.

• It involves deep qualitative research to understand traveller needs and aspirations, translating these into a distinctive 'Interrail Effect' and a target traveller journey.

• The position requires synthesizing existing data and conducting new research to shape strategic experience opportunities and concept directions, without focusing on final solution design or product roadmaps.

• The Service Designer will collaborate closely with the Customer Experience team, specifically reporting to the Head of Customer & Travel Experience, and will engage senior, cross-functional stakeholders to ensure alignment and buy-in.

📝 Enhancement Note: While the title is "Temporary Service Designer," the responsibilities and experience requirements (7+ years) suggest a role with significant strategic impact, akin to a Senior Service Designer or CX Strategist. The temporary nature is due to maternity leave coverage, spanning October 2026 to February 2027. The focus is on strategic ideation and concept development, not execution or product building.

📈 Primary Responsibilities

• Conduct approximately 12 qualitative interviews with European travellers to gather in-depth insights into their perspectives and experiences.

• Synthesize existing customer, brand, and travel data insights to build a comprehensive understanding of the current landscape and identify key opportunities.

• Define and articulate the distinctive 'Interrail Effect' – the unique, transformative emotional and experiential impact of travelling with Interrail.

• Develop a detailed Target Traveller Customer Journey, mapping the ideal end-to-end trip from initial inspiration to sharing experiences post-travel.

• Shape 3-5 strategic experience opportunities and concept directions that align with the defined 'Interrail Effect' and target journey.

• Facilitate discussions and align senior, cross-functional stakeholders on the proposed strategy and concepts, ensuring clear understanding and buy-in.

• Prepare and hand over the developed strategy and concepts for implementation by the relevant teams for 2027 and beyond.

• Propose and potentially adapt the suggested research and development approach based on expertise and strategic fit.

📝 Enhancement Note: The primary responsibilities are heavily weighted towards research, synthesis, strategic definition, and concept ideation. The emphasis is on "what travelling with Interrail should feel like" rather than "how to build it." This requires strong analytical, strategic thinking, and communication skills to translate complex insights into actionable strategic opportunities.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a background in Design, Human-Computer Interaction (HCI), Psychology, Sociology, Business Strategy, or a related field is highly probable given the role's nature.

Experience:

• 7+ years of professional experience in Service Design, Strategic Design, Customer Experience (CX) Design, User Experience (UX), or a comparable strategic design field.

• Demonstrated success in creating comprehensive customer journeys and service blueprints.

• Proven track record of developing experience principles and strategic service concepts.

• Extensive experience in designing, conducting, and synthesizing qualitative research, particularly interviews with diverse cultural groups.

• Ability to translate research insights into a clear experience vision and tangible concept directions, with an understanding of when to defer solution design.

• Proven ability to facilitate and align senior, cross-functional stakeholders, and effectively communicate complex insights in a simple, understandable manner.

• Experience in successfully delivering time-bound assignments with an independent and pragmatic approach. Required Skills:

• Service Design: Deep understanding and application of service design methodologies, frameworks, and tools.

• Strategic Design: Ability to connect user needs and business objectives to long-term strategic vision and experience opportunities.

• Customer Experience (CX) Design: Expertise in mapping and enhancing the end-to-end customer journey.

• Qualitative Research: Proficiency in designing, executing, and analyzing qualitative research methods, especially interviews.

• Customer Journey Mapping: Skill in creating detailed and insightful customer journey maps.

• Service Blueprints: Competence in developing service blueprints to visualize service interactions and back-end processes.

• Experience Principles: Ability to define guiding principles that shape and inform the desired customer experience.

• Strategic Concept Development: Aptitude for generating and refining high-level concepts for future experiences.

• Stakeholder Alignment & Facilitation: Strong skills in leading discussions, managing expectations, and gaining consensus from senior leadership and diverse teams.

• Data Synthesis: Ability to consolidate information from various sources (qualitative, quantitative, brand data) into actionable insights.

• Miro: Professional fluency and extensive experience using Miro for collaboration, ideation, and documentation.

• English: Professional fluency in English, both written and spoken, for effective communication.

Preferred Skills:

• Experience within the travel industry or the "edutainment" sector.

• Experience conducting research across diverse cultures and international markets.

• A genuine interest in sustainable travel and its implications for customer experience.

📝 Enhancement Note: The experience requirement of 7+ years is substantial and aligns with a senior-level individual contributor role. The emphasis on qualitative research and stakeholder management indicates a need for strong interpersonal and analytical skills, with a focus on strategic ideation rather than tactical execution. Proficiency in Miro is explicitly called out, highlighting its importance for collaboration and documentation in this hybrid role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase of at least one comprehensive customer journey map that illustrates a deep understanding of user behaviour, pain points, and opportunities across an end-to-end experience.

• Examples of service blueprints that effectively map interactions, touchpoints, and backstage processes for a service or product.

• Demonstrations of experience principles or design guidelines developed to inform strategic decision-making and ensure consistent experience delivery.

• Presentation of strategic service concepts or experience opportunities that were developed based on research and insight synthesis, clearly articulating the 'why' and 'what' of the proposed direction.

• Evidence of independent project delivery, particularly for time-bound assignments, highlighting project management and self-direction. Process Documentation:

• Documentation of the process followed in developing customer journeys and service blueprints, including research methodologies and synthesis techniques.

• Examples of how insights from qualitative research were systematically translated into strategic recommendations and concept directions.

• Clear articulation of how stakeholder alignment was achieved, including facilitation methods and communication strategies used.

• Evidence of using Miro or similar collaborative tools for research synthesis, ideation, and concept development, demonstrating workflow efficiency.

📝 Enhancement Note: For this role, the portfolio should strongly emphasize the strategic and research-driven aspects of service design. Candidates should be prepared to demonstrate their process for turning raw insights into strategic opportunities and concepts, rather than focusing on final design outputs or implemented solutions. The ability to articulate the "why" behind their strategic choices is crucial.

💵 Compensation & Benefits

Salary Range: Given the temporary nature of the assignment (October 2026 - February 2027), the location (Utrecht, Netherlands), and the seniority (7+ years of experience in a specialized field), a competitive daily rate or a pro-rata annual salary is expected. For a Senior Service Designer in Utrecht with this level of experience, a gross annual salary equivalent could range from €70,000 to €95,000. As a temporary role, this might translate to a daily rate of approximately €350 - €500, depending on experience and negotiation.

Benefits:

• Temporary Contract: This role is a temporary assignment to cover maternity leave, offering a defined period of engagement.

• Hybrid Work Model: Flexibility to work from home and in the Utrecht HQ, with a structured expectation of 2 days per week in the office.

• Professional Development: Opportunity to work on a high-impact strategic project for a well-known travel brand, contributing to a significant period of future experience definition.

• International & Diverse Environment: Exposure to a multicultural team environment, fostering openness and cross-cultural understanding.

• Travel Industry Exposure: Gain experience within the dynamic and inspiring travel sector.

• Pension Contributions: Standard Dutch pension contributions will likely apply.

• Holiday Allowance: Accrual of holiday days according to Dutch labor law.

Working Hours: The role is based on a standard 40-hour work week. While the overall model is hybrid, specific in-office days are Tuesdays and Thursdays, requiring attendance at the Utrecht HQ on these days.

📝 Enhancement Note: Salary estimation is based on typical rates for senior-level contract roles in Service Design/CX in the Netherlands, considering the specific location and experience level. Benefits are inferred based on standard practices for temporary roles in European companies, with a focus on aspects relevant to contract employees. The explicit mention of 2 office days per week is a key detail for work arrangement.

🎯 Team & Company Context

🏢 Company Culture

Industry: Travel & Tourism, specifically focused on pan-European train travel through Interrail passes. Interrail B.V. aims to foster global citizenship through travel, emphasizing connection, transformation, and personal discovery.

Company Size: Interrail B.V. is part of the Eurail B.V. group, which employs colleagues from over 50 countries. While specific numbers for Interrail B.V. alone are not provided, the group likely operates with a few hundred employees, creating a dynamic, international, and diverse workplace. This size fosters a collaborative environment where individual contributions are visible.

Founded: Interrail has a long history, originating from a youth initiative in 1972. Eurail B.V. was established in 2001 to manage the Eurail Pass for non-European residents, and Interrail B.V. manages the Interrail Pass for European residents. This heritage suggests a company with established processes but also a modern outlook on travel and customer experience.

Team Structure:

• The role sits within the Customer Experience team, specifically within the Research & Insights division.

• The direct report is to the Head of Customer & Travel Experience, indicating a senior reporting line within the CX function.

• Collaboration will be with cross-functional stakeholders, suggesting interaction with marketing, product, digital, and potentially operations teams.

• The team emphasizes a culture of openness, curiosity, and diversity, mirroring the company's broader values. Methodology:

• Data-Driven Insights: The team relies on a strong understanding of traveller needs, behaviour, experience, and satisfaction, derived from both existing data and new research.

• Journey-Centric Approach: Focus is on optimizing every stage of the traveller journey to be impactful and meaningful.

• Strategic Visioning: The core of this role involves defining future experience strategies and concepts, rather than immediate solution implementation.

• Collaborative Development: While the role is independent, it requires significant stakeholder engagement and alignment to ensure successful strategic direction.

Company Website: https://www.interrail.com

📝 Enhancement Note: The company culture is strongly aligned with its mission of transformative travel. The diversity of its workforce is highlighted as a key asset. The emphasis on "going one stop further" and seeking transformative experiences is central to their brand and likely influences how they approach customer experience design.

📈 Career & Growth Analysis

Operations Career Level: This position is for a Senior Individual Contributor within the Service Design/Customer Experience domain. It requires significant strategic thinking, research acumen, and stakeholder management capabilities, typically held by professionals with extensive experience. The role is focused on shaping future strategy and concepts, offering a high level of autonomy and influence on the company's direction for traveller experience.

Reporting Structure: The Temporary Service Designer reports directly to the Head of Customer & Travel Experience. This indicates a clear line of sight to senior leadership within the Customer Experience function. The role will also involve frequent interaction and alignment with various senior, cross-functional stakeholders across the organization.

Operations Impact: The work of this Service Designer will have a profound impact on Interrail's future. By defining the 'Interrail Effect' and the Target Traveller Journey, this role will directly influence product development, marketing strategies, and overall customer engagement for the next 3-5 years. The insights and concepts generated will be foundational for all customer-facing initiatives, aiming to enhance traveller satisfaction, loyalty, and the brand's unique value proposition.

Growth Opportunities:

• Strategic Impact: Opportunity to shape the future vision of a globally recognized travel brand, leaving a significant strategic imprint.

• Cross-Functional Leadership: Develop skills in influencing and aligning diverse senior stakeholders, a critical leadership competency.

• Industry Experience: Deepen expertise within the travel industry, understanding its unique challenges and opportunities related to customer experience.

• Methodology Refinement: Opportunity to refine and adapt service design and research methodologies within a new context and potentially propose innovative approaches.

• Networking: Build relationships with key leaders across Interrail B.V. and potentially Eurail B.V.

📝 Enhancement Note: Although temporary, this role offers significant strategic exposure. The growth opportunities are less about traditional career ladder progression within the 5-month timeframe and more about the experience gained, the strategic influence exerted, and the professional network built. This is an excellent opportunity for an experienced designer to contribute at a high level on a critical strategic initiative.

🌐 Work Environment

Office Type: Interrail B.V. operates from a hybrid model, with a physical headquarters in Utrecht, Netherlands. The office environment is described as collaborative, fostering openness and diversity, with colleagues from over 50 countries. This suggests a modern, international workspace designed to encourage interaction and idea exchange.

Office Location(s): The primary office location is Utrecht, Netherlands. Specific details about the office address are not provided, but it serves as the central hub for in-person collaboration.

Workspace Context:

• Collaborative Hub: The office serves as a space for team meetings, workshops, and side-by-side work, particularly on designated office days (Tuesdays and Thursdays).

• Tool-Rich Environment: While not explicitly detailed, it's implied that the workspace is equipped with the necessary tools for collaborative design, likely including digital whiteboarding (Miro) and standard office amenities.

• International Atmosphere: Working alongside colleagues from diverse backgrounds provides a rich cultural exchange and broadens perspectives.

• Hybrid Flexibility: The model allows for focused individual work at home and collaborative, strategic sessions in the office.

Work Schedule: The role is structured around a 40-hour work week. The hybrid arrangement requires physical presence in the Utrecht office on Tuesdays and Thursdays, allowing flexibility for the remaining workdays, which can be conducted remotely. This schedule balances the need for in-person collaboration with the benefits of remote work.

📝 Enhancement Note: The hybrid model with specific in-office days is a key aspect of the work environment. Candidates should be comfortable with this structured hybrid approach and its implications for time management and collaboration. The international and diverse nature of the workforce is a significant cultural element.

📄 Application & Portfolio Review Process

Interview Process:

1. Application Submission: Submit resume (in English) and a cover letter explaining interest in Interrail and the role. Creativity is encouraged.

2. Blind Recruitment Stage: Initial review of applications will be conducted "blind," hiding personal details to focus on skills and experience.

3. Potential Assessment: A short assessment may be required to showcase skills.

4. Interviews: Likely involves interviews with the Head of Customer & Travel Experience and potentially other key stakeholders or team members. These interviews will assess strategic thinking, research capabilities, stakeholder management, and cultural fit.

5. Final Evaluation: Assessment of overall fit, strategic contribution potential, and ability to deliver the time-bound assignment.

Portfolio Review Tips:

• Highlight Strategic Impact: Focus on how your work translated insights into strategic opportunities and concepts, rather than just the final deliverables.

• Showcase Research Process: Clearly articulate your qualitative research design, execution, and synthesis methods. Emphasize your ability to conduct interviews across cultures.

• Demonstrate Stakeholder Alignment: Provide examples of how you've facilitated discussions, managed expectations, and aligned senior stakeholders on strategic directions.

• Use Miro Examples: If possible, include visuals or descriptions of how you've used Miro for collaboration, synthesis, and concept development.

• Articulate the 'Why': For each project, clearly explain the problem, your approach, the insights gained, and the strategic rationale behind your proposed concepts.

• Address Time-Bound Delivery: If you have experience with similar short-term, high-impact projects, highlight your ability to deliver efficiently and pragmatically.

Challenge Preparation:

• Strategic Thinking: Be prepared to discuss how you would approach defining the 'Interrail Effect' and developing a target traveller journey based on limited initial information.

• Qualitative Research Scenarios: Anticipate questions about designing and conducting interviews with diverse European travellers and synthesizing findings.

• Stakeholder Management Scenarios: Prepare examples of how you would gain buy-in from senior leaders for potentially novel or transformative experience concepts.

• Concept Development: Be ready to discuss your process for generating and refining strategic experience opportunities from research insights.

📝 Enhancement Note: The blind recruitment process highlights the importance of a well-crafted resume and cover letter that clearly articulate skills and experience relevant to the role's core requirements. The portfolio review will heavily favor strategic thinking and research synthesis over detailed execution.

🛠 Tools & Technology Stack

Primary Tools:

• Miro: Explicitly required and professionally fluent. Essential for collaborative ideation, research synthesis, journey mapping, and concept visualization in a hybrid environment.

• Qualitative Research Tools: Proficiency in tools for conducting and transcribing interviews (e.g., Zoom, Teams, Otter.ai, Trint) and for managing qualitative data analysis (e.g., Dovetail, NVivo, or manual thematic analysis methods).

• Presentation Software: Standard tools like PowerPoint, Google Slides, or Keynote for presenting insights, concepts, and strategies to stakeholders.

Analytics & Reporting:

• While not the primary focus, familiarity with data synthesis implies an ability to interpret and leverage existing customer, brand, and travel data. This might involve understanding basic analytics dashboards or reports. CRM & Automation:

• Not directly relevant to the core responsibilities of this strategic role. The focus is on defining the future experience, not implementing or managing current systems.

📝 Enhancement Note: Miro is the standout tool requirement. The ability to effectively leverage this platform for collaborative strategy development and research synthesis is critical for success in this hybrid role. While not explicitly stated, familiarity with common qualitative research platforms and presentation tools is assumed.

👥 Team Culture & Values

Operations Values:

• Forward-Thinking: A drive to look beyond the present and shape future experiences and strategies.

• Results-Driven: A focus on achieving tangible outcomes, even in a strategic, concept-oriented role, such as defining a clear vision and actionable opportunities.

• Caring: Empathy for travellers and colleagues, fostering a positive and supportive work environment.

• Embracing Diversity: Valuing the contributions of individuals from varied backgrounds and cultures, which is crucial for understanding a global traveller base.

• Openness & Curiosity: A mindset that encourages exploration, learning, and questioning to uncover deeper insights.

Collaboration Style:

• Cross-functional Integration: The role requires extensive collaboration with various departments to ensure strategic alignment and a holistic approach to customer experience.

• Open Dialogue & Feedback: A culture that encourages sharing ideas, providing constructive feedback, and iterating on concepts.

• Knowledge Sharing: A willingness to share insights and learnings across teams to foster collective understanding and growth.

• Pragmatic & Independent: While collaborative, the role also demands an independent, pragmatic approach to delivering on time-bound assignments, suggesting a balance of teamwork and self-direction.

📝 Enhancement Note: The company's values are deeply intertwined with its mission of transformative travel. They emphasize a human-centric, diverse, and forward-looking approach, which will likely influence how the Service Designer is expected to operate and interact within the team and with stakeholders.

⚡ Challenges & Growth Opportunities

Challenges:

• Time-Bound Delivery: Completing a comprehensive strategic project within a 5-month maternity cover period requires exceptional time management, prioritization, and efficiency.

• Defining the Intangible: Articulating the 'Interrail Effect' and a transformative experience requires deep empathy, strong synthesis skills, and the ability to capture emotional and experiential nuances.

• Stakeholder Alignment: Gaining consensus from senior, cross-functional stakeholders on future strategic directions can be challenging, requiring persuasive communication and negotiation skills.

• Balancing Strategy and Concept: Developing strategic opportunities without getting bogged down in detailed solutions or product roadmaps demands a specific focus and discipline.

• Hybrid Collaboration: Effectively collaborating and building rapport with a diverse, international team in a hybrid work model can present communication and coordination hurdles.

Learning & Development Opportunities:

• Strategic Impact Exposure: Gain hands-on experience in shaping the strategic future of a well-known international brand.

• Cross-Cultural Research Expertise: Enhance skills in conducting and synthesizing qualitative research with diverse global user groups.

• Senior Stakeholder Engagement: Develop advanced skills in influencing and aligning senior leadership through effective communication and strategic articulation.

• Travel Industry Insights: Deepen understanding of the customer journey and experience design principles within the unique context of the travel and tourism sector.

• Independent Project Leadership: Build confidence and experience in managing and delivering a critical, time-bound project with significant autonomy.

📝 Enhancement Note: The challenges are primarily related to the temporary nature of the role, the strategic scope, and the need for effective stakeholder management. The growth opportunities are significant for an experienced professional looking to make a strategic impact and refine their leadership and research skills.

💡 Interview Preparation

Strategy Questions:

• "How would you approach defining the 'Interrail Effect' and ensuring it resonates as a transformative experience?" (Focus on your research methodology, synthesis approach, and how you'd capture emotional impact).

• "Describe your process for developing a target traveller journey from scratch, given existing data and new qualitative research." (Highlight your steps, tools, and how you ensure user-centricity and strategic relevance).

• "Imagine you've identified a key strategic opportunity that challenges current assumptions. How would you present this to senior stakeholders and gain their buy-in?" (Prepare to discuss your facilitation techniques, data storytelling, and stakeholder management strategies). Company & Culture Questions:

• "What makes Interrail's mission of fostering 'citizens of the world' through travel compelling to you, and how would you reflect this in the traveller experience?" (Showcase your understanding of their brand and mission).

• "How do you envision contributing to a diverse, international team in a hybrid work environment?" (Discuss your collaboration style, adaptability, and experience with remote/hybrid teams).

• "Given this is a temporary role, how would you ensure a smooth handover and maximum impact within your assignment period?" (Emphasize your pragmatic, results-driven approach and project management skills). Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly outline the challenge, your role, the process (research, synthesis, ideation), the key insights, your strategic concepts, and the impact/outcomes.

• Emphasize the 'Why': Focus on the strategic rationale behind your decisions and the insights that drove your concepts.

• Showcase Research Rigor: Detail your qualitative research methods, participant selection, and how you synthesized findings.

• Highlight Stakeholder Engagement: Discuss how you involved stakeholders and the outcomes of those interactions.

• Use Miro Visuals: If possible, integrate screenshots or descriptions of your Miro boards to illustrate collaborative processes and ideation.

• Be Concise and Impactful: Given the likely time constraints, focus on the most relevant and impactful aspects of your work.

📝 Enhancement Note: Interview preparation should focus on demonstrating strategic thinking, research expertise, stakeholder management skills, and an understanding of Interrail's mission. The portfolio presentation needs to be tailored to highlight strategic concept development and research synthesis, aligning with the role's specific focus.

📌 Application Steps

To apply for this operations position:

• Submit your application through the Interrail B.V. careers website via the provided link.

• Customize Your Resume: Ensure your resume is in English and clearly highlights your 7+ years of experience in Service Design, Strategic Design, CX Design, or UX. Quantify achievements where possible, focusing on strategic impact and research outcomes.

• Craft a Compelling Cover Letter: Articulate your specific interest in Interrail, its mission, and this particular role. Explain why your skills in qualitative research, strategic concept development, and stakeholder alignment make you an ideal candidate for this temporary assignment. Don't hesitate to showcase your personality.

• Prepare Your Portfolio: Select 2-3 key projects that best demonstrate your ability to conduct qualitative research, synthesize insights, define experience strategies, and develop strategic concepts. Be ready to walk through your process, focusing on the 'why' and the strategic impact.

• Research Interrail: Familiarize yourself with Interrail's brand, mission, target audience, and current offerings. Understand their emphasis on transformative travel and diversity. This will be crucial for tailoring your application and interview responses.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.