Service Designer at Catawiki

Amsterdam, North Holland, Netherlands -

Full Time

Start Date

Immediate

Expiry Date

23 Mar, 26

Salary

0.0

Posted On

23 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Design, Product Design, E-commerce, Logistics, Customer Support, Collaboration, Communication, Mapping, User Experience, Data Analysis, Operational Processes, Customer-Centric Thinking, Problem Solving, Workflow Design, Experience Mapping, Stakeholder Alignment

Industry

Internet Marketplace Platforms

Description

At Catawiki, every day brings the extraordinary! Whether it’s Daniel Ricciardo’s Formula 1 Car, a Woolly Mammoth’s Skeleton, Lady Gaga's Jumpsuit or Usain Bolt’s running shoe, we encounter exceptional objects every day. We're a one-of-a-kind marketplace for buying and selling special objects! Each week we offer over 75,000 unique items in auction, carefully curated by our passionate in-house experts. Having sold over 20 million unique objects to date, we’re on a mission to become the world’s most popular destination for special objects. As a growing, diverse and sustainable scale-up, we proudly live by our core values: Taking ownership and driving impact Being open to change and feedback Being passionate about our mission and our customers. If these values resonate with you, we’d love to explore how you can join us on this exciting journey! About the Role As a Service Designer in the Fulfilment Vertical, you will design and optimize the end-to-end post-purchase experience across payments, shipping and customer support. You will look beyond screens and features—focusing on the service ecosystem, the workflows and tools used by internal teams, third-party logistics partners, and the end-to-end user experience flows. While the role has a strong service design focus, you will also contribute hands-on with product design where it matters most. You will create and maintain end-to-end customer experience maps that capture both happy paths and unhappy paths across the post-purchase journey. These maps will serve as a single source of truth for how buyers and sellers experience fulfillment—linking customer-facing flows with internal workflows, policies, and operational realities. By making complexity visible and shared, you will help multiple teams align on priorities, identify friction and failure points, and design improvements that balance customer trust with operational efficiency. Key Responsibilities Design and evolve end-to-end post-purchase experiences across payments, shipping and customer support. Lead service design initiatives, mapping happy and unhappy paths and connecting customer journeys with internal workflows, tools, and policies. 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, identify friction, prevent issues and improve resolution flows. Ensure that user-facing design, communications, support flows, and operational processes form a cohesive and consistent experience. Advocate for customer-centric thinking, ensuring design decisions are grounded in real customer needs and business outcomes. Experience & Skills 7+ years of experience as a Product Designer, with significant (min 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. Skilled at translating policies, constraints, and workflows into clear customer experiences. Strong collaboration and communication skills, able to align diverse stakeholders around shared artifacts. Experience using research and data to inform and validate design decisions. Ability to operate effectively in ambiguous, cross-functional problem spaces. Why You'll Love Working with Us Create a Visible Impact by working at scale in a global organisation that serves millions of customers across 80+ categories. In our flat structure, every role has a broad scope that directly impacts both our customers and the business. Learn and Grow with Us through our Learning & Development initiatives, which include clear development plans and mentorship programmes designed to support your career progression. A Culture of Connection defines us. We’re a passionate, diverse and collaborative team of 800+ Catawikains and 60+ nationalities, all coming together to build a one-of-a-kind marketplace. We foster an inclusive and queer-friendly work environment, committed to making every Catawikian feel welcomed and empowered. Whatever your story, we encourage you to bring your unique perspective to our team. Celebrate Life’s Moments with us at Catawiki. When you join us, you’ll receive a €100 Catavoucher, and on each birthday, you'll get a €50 Catavoucher to celebrate. Enjoy an extra day off each year to "Pursue Your Passion". We also recognise significant work anniversaries (3, 5, 8, 10 years) with additional time off, plus extra leave for life’s big moments like marriage, engagements, or moving house. Please note that benefits can vary by location. For specific information regarding what’s available in your country, please consult your recruiter. Our Offices and Way of Working Our vibrant offices in Amsterdam, Paris and Lisbon are designed to inspire and connect. Most Catawikians are within commuting distance of one of our offices and enjoy the flexibility of a hybrid work model. That said, some roles may be an exception: if the job description states that the position is fully remote or 100% office-based, that arrangement will apply instead. Interested? Apply directly with an English CV and cover letter by submitting your information at the bottom of this page. By submitting your application you agree to Catawiki’s Applicant Privacy Policy. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Responsibilities

Design and optimize the end-to-end post-purchase experience across payments, shipping, and customer support. Create and maintain customer experience maps that link customer-facing flows with internal workflows.