UX lead

📍 Job Overview

Job Title: UX Lead

Company: KPN

Location: Rotterdam, South Holland, Netherlands

Job Type: Full-time

Category: User Experience (UX) Leadership / GTM Operations

Date Posted: 2026-05-07T08:43:16.777

Experience Level: 10+ years

Remote Status: Hybrid

🚀 Role Summary

• Lead the UX vision and strategy for KPN Zakelijk, driving UX maturity and embedding it within strategic decision-making processes.

• Manage, coach, and connect a team of UX/UI designers and researchers within a complex matrix organizational structure.

• Develop and implement a robust UX 'way of working,' encompassing processes, frameworks, and standards for consistent, high-quality digital experiences.

• Champion UX across the organization, building strong relationships and buy-in from stakeholders at various levels to foster cross-functional collaboration between product, tech, and marketing.

• Drive the optimization of complex digital ecosystems, ensuring consistency and user-friendliness across KPN's customer-facing environments.

📝 Enhancement Note: While the core of this role is UX leadership, its impact on Go-To-Market (GTM) strategy is significant. The UX Lead will directly influence how KPN Zakelijk's digital platforms are perceived and utilized by business customers, impacting acquisition, retention, and overall customer satisfaction, which are critical GTM outcomes. The emphasis on strategy, stakeholder management, and cross-functional collaboration aligns closely with GTM operations principles.

📈 Primary Responsibilities

• Develop, articulate, and continuously refine the overarching UX vision and strategy for KPN Zakelijk, ensuring alignment with business objectives.

• Establish and monitor UX quality standards and ensure consistency in user experience across all digital touchpoints.

• Lead, mentor, and inspire a team of UX/UI designers and researchers, fostering a collaborative and high-performing environment.

• Design, implement, and institutionalize effective UX processes, frameworks, and design systems to streamline workflow and enhance output quality.

• Actively engage with and influence key stakeholders across product, technology, marketing, and business units to secure buy-in and foster a shared understanding of UX importance.

• Drive cross-functional collaboration, breaking down silos to ensure integrated product development and a cohesive customer journey.

• Analyze complex digital ecosystems to identify areas for UX improvement, ensuring seamless user flows and enhanced usability.

• Champion user-centered design principles and methodologies throughout the organization, advocating for the customer in strategic discussions.

• Manage the UX team's resource allocation and project prioritization within the matrix structure to maximize impact.

📝 Enhancement Note: The responsibilities highlight a strategic leadership role focused on elevating UX maturity. This translates to driving operational efficiency and effectiveness in how digital products are conceived, designed, and delivered, directly impacting GTM performance through improved customer experience.

🎓 Skills & Qualifications

Education:

Experience:

• Minimum of 8 years of experience in User Experience (UX) design and strategy.

• Several years of demonstrable experience in a leadership role, managing and developing UX teams.

• Proven track record of successfully operating within and leading teams in a matrix organization.

Required Skills:

• UX Strategy Development: Ability to define and execute a comprehensive UX strategy aligned with business goals.

• Leadership & Team Management: Proven experience in leading, coaching, and developing UX/UI designers and researchers.

• Stakeholder Management: Expertise in influencing and building relationships with stakeholders at various organizational levels.

• User-Centered Design (UCD): Deep understanding and practical application of UCD principles and methodologies.

• Design Systems: Proficiency in developing, implementing, and maintaining design systems for consistency.

• Matrix Organization Navigation: Demonstrated ability to thrive and lead effectively in a matrix structure with competing priorities.

• UX Maturity Enhancement: Experience in assessing and improving UX maturity within an organization.

• Strategic Thinking: Ability to think critically and strategically about user experience and its business impact.

• Cross-functional Collaboration: Skill in fostering collaboration between diverse teams (product, tech, marketing).

Preferred Skills:

• Experience with user research methodologies and translating insights into actionable design improvements.

• Familiarity with agile development methodologies and their integration with UX processes.

• Strong understanding of digital product development lifecycles.

• Excellent communication and presentation skills to articulate complex UX concepts.

📝 Enhancement Note: The requirement for experience in a matrix organization and stakeholder management at various levels indicates a need for strong operational coordination skills. The emphasis on UX maturity and strategy suggests a proactive approach to process improvement and organizational change management, key components of effective GTM operations.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrations of strategic UX vision and its successful implementation in complex organizational settings.

• Case studies showcasing leadership in developing and managing UX teams, ideally within matrix structures.

• Examples of established UX processes, frameworks, or design systems that have driven measurable improvements in quality and consistency.

• Evidence of impactful stakeholder engagement and cross-functional collaboration to achieve UX objectives.

Process Documentation:

• Examples of documented UX workflows, from user research and ideation to design, testing, and implementation.

• Frameworks for assessing and improving UX maturity within product development cycles.

• Methodologies for ensuring consistency and quality across multiple digital products and platforms.

• Strategies for stakeholder communication and buy-in related to UX initiatives.

📝 Enhancement Note: The portfolio requirements are geared towards demonstrating strategic leadership and operational process development in UX. This means candidates should highlight their ability to build scalable and repeatable UX processes that contribute to efficient product delivery and a consistent customer experience, directly impacting GTM effectiveness.

💵 Compensation & Benefits

Salary Range:

• A gross monthly salary between €5,190 and €7,803, depending on experience and grading.

• Based on a 40-hour work week.

• Estimated Annual Salary Range: €62,280 - €93,636 (gross).

Benefits:

• A fixed 13th-month salary, partly paid monthly and partly in January.

• Option to allocate the 13th month to a FLEX & BOOST goal.

• Annual individual and collective salary increases as per the Collective Labour Agreement (CAO).

• €1,500 annual employability budget for training, coaching, and courses.

• Flexible leave days, determined in consultation with the manager.

• Home office setup support, including a mobile phone and laptop.

• 50% discount on KPN products and services.

• Full reimbursement of public transport costs or €0.23 per kilometer for car travel.

• €0.40 per kilometer for bicycle travel.

• Option to purchase a lease bicycle with KPN's monthly contribution (for permanent contracts).

Working Hours:

• Standard 40 hours per week.

📝 Enhancement Note: The salary range provided is based on the information given, representing a competitive offering for a senior UX leadership role in the Netherlands. The benefits package is extensive, reflecting KPN's commitment to employee well-being, development, and work-life balance, which are attractive factors for operations professionals seeking long-term career stability.

🎯 Team & Company Context

🏢 Company Culture

Industry: Telecommunications and ICT. KPN is a major player in the Dutch market, providing a wide range of communication and entertainment services. This context means the operations must be robust, scalable, and customer-centric to manage a large user base and complex service offerings.

Company Size: Large enterprise. KPN operates with a significant workforce, indicating established processes, potential for internal mobility, and a structured approach to operations and GTM.

Founded: KPN has a long history, tracing its origins back to the Dutch postal and telecommunications services. This legacy suggests stability, established market presence, and a deep understanding of the Dutch consumer and business landscape.

Team Structure:

• The UX team operates within a dual structure:

  • Multidisciplinary Team: Working on the KPN.com environment, implying a focus on the primary public-facing digital platform.
  • Matrix Construction: Leading UX designers within diverse customer segments for "my-environment" (customer portals/accounts), requiring strong coordination and communication across various business units and product teams.

• The team is described as ambitious, professional, and continuously evolving, emphasizing a culture of growth and improvement.

Methodology:

• Collaboration and Knowledge Sharing: The team strongly believes in working together and sharing expertise.

• User-Centered Design: A fundamental principle guiding product development and UX strategy.

• Data-Driven Insights: UX designers work closely with data teams, indicating a reliance on data to inform design decisions and measure impact.

• Agile & Iterative Development: Implied by the multidisciplinary team structure and focus on continuous development.

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

📝 Enhancement Note: KPN's established presence in the Dutch telecom market means operational excellence is paramount. The UX Lead will operate within a large, complex organization where alignment and clear communication are crucial for successful GTM execution. The matrix structure suggests a need for strong influencing skills and process standardization to ensure consistent customer experiences across different business segments.

📈 Career & Growth Analysis

Operations Career Level: This role is a senior leadership position, equivalent to a Director or Head of UX within a specific business unit (KPN Zakelijk). It requires strategic oversight, team management, and significant influence across the organization, particularly in shaping the user experience of business-to-customer digital interactions.

Reporting Structure: The UX Lead will manage a team of UX/UI designers and researchers through a matrix construction, while also working within a multidisciplinary team for KPN.com. This implies reporting lines that likely involve both functional leadership (to a UX or Digital Director) and project-based collaboration within specific business segments.

Operations Impact: The UX Lead plays a critical role in shaping the digital customer journey for KPN Zakelijk. By enhancing UX maturity, improving the usability of KPN.com and customer portals, and fostering cross-functional collaboration, this role directly impacts customer acquisition, retention, satisfaction, and operational efficiency of digital channels. This is crucial for GTM success.

Growth Opportunities:

• Strategic Leadership: Opportunity to shape the future of UX at KPN Zakelijk and influence broader digital strategy.

• Organizational Influence: Develop strong stakeholder management and influencing skills within a large enterprise.

• Team Development: Build and mentor a high-performing UX team, fostering talent and expertise.

• Industry Impact: Contribute to the user experience of a leading telecommunications provider in the Netherlands.

• Potential for broader roles: Success in this role could lead to opportunities in higher-level digital leadership, product management, or across different business units within KPN.

📝 Enhancement Note: The growth trajectory for a UX Lead in a company like KPN is typically towards broader strategic roles in digital transformation, product leadership, or even GTM strategy oversight, especially given the direct impact on customer-facing platforms.

🌐 Work Environment

Office Type: Hybrid. Employees are expected to work from the office some days, likely for collaboration and team cohesion, while also having flexibility for remote work.

Office Location(s): The primary office location is Wilhelminakade 123, Rotterdam, Netherlands. KPN may have other significant office locations across the Netherlands.

Workspace Context:

• Collaborative Environment: The emphasis on teamwork, knowledge sharing, and cross-functional collaboration suggests a dynamic and interactive workspace.

• Tools and Technology: Access to modern design and collaboration tools is expected, supporting the development of sophisticated digital products.

• Team Interaction: Opportunities for regular interaction with UX designers, researchers, product managers, data analysts, and marketing professionals.

• Strategic Focus: The role involves significant strategic planning and stakeholder engagement, requiring a professional and focused work environment.

Work Schedule:

• The standard work week is 40 hours.

• While a hybrid model is in place, the role's strategic and leadership responsibilities may require flexibility beyond standard hours to meet project deadlines and stakeholder needs.

📝 Enhancement Note: The hybrid model in a large organization like KPN suggests a structured approach to work arrangement, balancing in-office collaboration with remote flexibility. This is typical for roles requiring deep strategic thinking and cross-functional engagement.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a review of CV and portfolio by HR and potentially the hiring manager.

• Hiring Manager Interview: Focus on leadership experience, strategic vision for UX, and understanding of matrix organizations. Expect questions about managing teams and driving UX maturity.

• Team/Stakeholder Interviews: Conversations with UX designers, researchers, product managers, and key stakeholders to assess collaboration style, technical understanding, and cultural fit.

• Portfolio Presentation: A dedicated session where candidates present their work, focusing on strategic impact, process, and leadership examples.

• Final Interview: May involve senior leadership to discuss strategic alignment and overall fit within KPN Zakelijk.

Portfolio Review Tips:

• Showcase Leadership: Highlight instances where you led teams, mentored designers, and influenced strategic direction.

• Strategic Impact: Focus on case studies demonstrating how your UX strategy and leadership drove business outcomes (e.g., increased conversion, improved satisfaction, operational efficiency).

• Matrix Navigation: Include examples of how you managed competing priorities, aligned diverse stakeholders, and drove consistency in complex organizational structures.

• Process Excellence: Detail the UX processes, frameworks, or design systems you developed or implemented and their results.

• User-Centricity: Clearly articulate your approach to user research and how customer insights informed your strategic decisions.

• Conciseness: Present your strongest, most relevant work efficiently, focusing on quality over quantity.

Challenge Preparation:

• Be prepared to discuss hypothetical scenarios related to improving UX maturity at KPN Zakelijk.

• Consider how you would approach stakeholder management for a controversial UX decision.

• Think about how you would foster collaboration between design, product, and marketing teams.

• Understand KPN's current digital presence (KPN.com, customer portals) and identify potential UX challenges or opportunities.

📝 Enhancement Note: The emphasis on portfolio presentation and specific interview preparation suggests KPN values tangible evidence of a candidate's strategic thinking, leadership capabilities, and operational process development skills. This is crucial for a role that bridges design leadership with business impact.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping Tools: Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop), InVision, Axure RP.

• User Research Platforms: Lookback, UserTesting.com, Hotjar, Qualtrics, SurveyMonkey.

• Collaboration & Project Management: Jira, Confluence, Trello, Asana, Miro, Mural.

• Design Systems Management: Storybook, Zeroheight.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics.

• BI & Data Visualization: Tableau, Power BI, Looker.

• A/B Testing Tools: Optimizely, VWO.

CRM & Automation:

• While not directly managed by UX, familiarity with CRM systems like Salesforce or Dynamics 365, and marketing automation platforms, would be beneficial for understanding customer data and GTM workflows.

• Content Management Systems (CMS): Experience with platforms used for KPN.com management.

📝 Enhancement Note: While the primary focus is leadership, a strong understanding of the tools her/his team uses is essential. Proficiency with modern design and research tools, combined with an understanding of analytics and collaboration platforms, is expected. This technical acumen supports effective operational management.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep commitment to understanding and serving the needs of KPN's business customers.

• Collaboration: Valuing teamwork and cross-functional synergy to achieve common goals, breaking down silos.

• Professionalism & Ambition: A team characterized by high standards, a drive for excellence, and a continuous desire for improvement.

• Data-Informed Decision Making: Utilizing data and insights to guide UX strategy and design choices.

• Innovation & Continuous Learning: Embracing new ideas, technologies, and methodologies to stay ahead.

• Ownership & Accountability: Taking responsibility for UX outcomes and their impact on the business.

Collaboration Style:

• Cross-functional Integration: Seamlessly working with Product, Tech, and Marketing teams to ensure a unified approach to product development and customer experience.

• Knowledge Sharing Culture: Encouraging open communication, feedback exchange, and the sharing of best practices among team members and across departments.

• Empowerment and Autonomy: The leadership style fosters an environment where team members are empowered to excel and take initiative within defined frameworks.

• Strategic Partnership: UX is positioned as a strategic partner, not just a service provider, involved early in decision-making processes.

📝 Enhancement Note: KPN's culture likely emphasizes a blend of Dutch directness and collaborative spirit, common in large Dutch enterprises. The UX team's values align with modern, agile GTM operations, focusing on efficiency, customer impact, and continuous improvement.

⚡ Challenges & Growth Opportunities

Challenges:

• Matrix Organization Complexity: Navigating competing priorities and stakeholder interests across different business segments and reporting lines.

• Driving UX Maturity: Elevating the organizational understanding and integration of UX principles, especially in a large, established company.

• Balancing Consistency and Segmentation: Ensuring a cohesive brand experience while catering to the specific needs of diverse business customer segments.

• Measuring UX Impact: Quantifying the ROI of UX initiatives and demonstrating their contribution to business objectives.

• Keeping Pace with Technology: Adapting UX strategies and practices to rapidly evolving digital technologies and user expectations.

Learning & Development Opportunities:

• Strategic Leadership Development: Opportunities to hone skills in strategic planning, organizational change management, and executive communication.

• Industry Trends & Best Practices: Access to conferences, workshops, and training focused on the latest in UX, digital product development, and GTM strategy.

• Mentorship: Potential for mentorship from senior leaders within KPN or through external executive coaching programs.

• Cross-Functional Exposure: Deepening understanding of product management, marketing, and technology operations through close collaboration.

• Specialization: Opportunity to become a recognized expert in UX leadership within the telecommunications sector.

📝 Enhancement Note: The challenges presented are typical for senior operations and leadership roles in large organizations. The growth opportunities are significant, positioning this role as a stepping stone for further leadership within KPN's digital transformation or GTM functions.

💡 Interview Preparation

Strategy Questions:

• "Describe your approach to developing and implementing a UX strategy for a large business unit like KPN Zakelijk. How would you ensure its alignment with overall business goals?"

• "How would you measure and demonstrate the impact of UX improvements on key business metrics such as customer acquisition, retention, and revenue?"

• "In a matrix organization, how do you prioritize UX initiatives and manage conflicting stakeholder demands? Provide an example."

Company & Culture Questions:

• "Based on your understanding of KPN and the telecom industry, what do you see as the biggest UX challenges and opportunities for KPN Zakelijk?"

• "How would you foster a culture of collaboration and knowledge sharing within your UX team and with other departments?"

Portfolio Presentation Strategy:

• Structure: Begin with an executive summary of your role and strategic contributions. Then, dive into 2-3 key case studies that best represent your leadership, strategic impact, and ability to navigate complex organizations.

• Focus on Impact: For each case study, clearly articulate the problem, your strategic approach, the specific actions you took (especially regarding team leadership and process development), and the measurable business results achieved. Use data points wherever possible.

• Demonstrate Process: Explain the UX methodologies and processes you employed, highlighting any frameworks or systems you developed or improved.

• Leadership Narrative: Emphasize your role in leading teams, mentoring designers, and influencing stakeholders.

• Q&A Readiness: Be prepared to answer detailed questions about your design decisions, strategic choices, and leadership style.

📝 Enhancement Note: Interview preparation for this role should focus on demonstrating strategic thinking, leadership gravitas, and a deep understanding of how UX directly contributes to business objectives and operational efficiency within a large, complex organization.

📌 Application Steps

To apply for this operations position:

• Submit your application through the KPN careers portal using the provided link.

• Portfolio Customization: Tailor your portfolio to showcase your experience in UX leadership, strategic planning, team management within matrix structures, and driving UX maturity. Focus on case studies demonstrating quantifiable business impact.

• Resume Optimization: Highlight keywords relevant to UX leadership, strategy, stakeholder management, matrix organizations, and team development. Quantify achievements with specific metrics wherever possible.

• Interview Preparation: Practice articulating your strategic vision, leadership approach, and problem-solving skills. Prepare to walk through your portfolio with a focus on strategic impact and operational process improvements.

• Company Research: Thoroughly research KPN's current digital landscape (KPN.com, customer portals), its business objectives, and its stated values to demonstrate a strong understanding and cultural fit.

⚠️ 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.

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