UX researcher
Type of vacancy: Regular
City: Schiphol Oost
Hours per week: 32-40
Education: Hbo
Apply before: 07/13/2025
Introduction
As a UX researcher at Data & Technology, you'll work on various projects in an agile environment. Your main goal is to improve how our employees interact with our services. You will gather and analyze insights to understand their experiences better. You'll lead research efforts by creating detailed user journey maps, service blueprints, and personas, among other tools.
Ready to start pioneering within the digital landscape of KLM? Fly through this vacancy and find out more!
What are you going to do?
As a UX researcher in the Digital Crew Journey program, you'll be at the forefront of modernizing the crew’s digital landscape. You'll work on front-end interactions that transform how crew members engage with their (on-board) flight tools. Your insights will drive user-centered design solutions that improve efficiency and satisfaction.
Key responsibilities
1. Lead research initiatives:
- Conduct thorough research to identify user challenges and needs.
- Innovate our approach by using a mix of evaluation and exploration methods for comprehensive analysis.
- Organize design sessions to gather insights from stakeholders and users and foster collaboration.
- Develop persona’s, user journey maps, user flows, research reports, stakeholder maps, service blueprints etc. of complex ecosystems.
2. Collaboration and stakeholder management:
- Collaborate closely with business and design colleagues to conduct meaningful (research) studies.
- Engage with stakeholders to explain research methods and align findings with business objectives.
3. Metrics and impact:
- Create metrics and data-driven insights to measure the impact of design decisions.
- Help guide future strategies and initiatives by showcasing the tangible results of our user-centred approach.
4.Knowledge sharing and UX maturity:
- Level up our design team's skills in research and testing.
- Share expertise and provide guidance to foster a culture of continuous learning and improvement.
Where do you land?
You will join one of the product teams within Business Platform Flight (Data & Technology department). This division manages all processes and tools to ensure smooth operations for in-flight services. This includes everything from onboard catering to enhancing feedback systems for the crew, while aiming to deliver an unforgettable experience for passengers. As a UX researcher at Platform Flight, your days will be full of variety. While you focus on designing for employees (B2E), your efforts will have a broader impact, benefiting both KLM staff and passengers by improving internal processes and implementing smart IT solutions.
Your profile
We're looking for a UX Designer who is passionate about user research, design, and innovation. With a solid understanding of digital ecosystems, you'll play a key role in transforming how we develop digital products. You thrive in collaborative environments, easily connecting with designers, product teams, and stakeholders to gather insights and ensure everyone is on the same page.
You also have:
- 2-5 years of experience in UX research design projects, using a variety of design processes, methods, and deliverables.
- A bachelor's degree in design or a related field, or equivalent professional design experience.
- The ability to navigate complex digital ecosystems, turning research into practical insights and user-focused solutions.
- A willingness to challenge existing approaches, seek new insights, and think holistically.
- A deep understanding of design explorative and evaluative research.
- Experience with design sprints and UX research tools like customer journey mapping, personas, and context mapping. And flexibility on using different tools.
- Skill in managing relationships and fostering collaboration between design and stakeholders.
- Communication and organizational skills, with the confidence to take ownership of projects.
- Openness to constructive feedback and the capacity to reflect on your work.
- Fluency in Dutch and English.
Competencies
We offer
- A challenging role at an unique employer in the Netherlands;
- A gross salary between €4.252,77 and €6.075,38 per month;
- Plenty of room for personal development and wonderful career opportunities;
- A good pension scheme and 8% holiday pay;
- An end of the year bonus of 8,33%;
- 25 days of paid holiday and 5 extra days off;
- Great discounts on airline tickets (if you have been in service for at least 6 months);
- A sustainable transport policy, which allows you, among other things, to use all public transport for your commute within the Netherlands, free of charge;
- Discount of your health insurance;
- A personal budget for sustainable employability.
Ready for your next destination?
Don’t wait any longer and apply for this function before the final boarding call on 07/13/2025! A motivation letter is no longer required; we will simply ask you a couple of questions during your online application. Within two weeks, you will receive a message from us. Your application procedure consists of two interviews and –possibly- an assessment and security research.
Did you know that according to research, women are less likely to apply than men when they don't meet all the job requirements? What a shame. Because, in our view, 'the perfect candidate' is a myth. So, if you have the drive to grow in aspects of this role, we look forward to your application.
A file check (for ex-KLM-employees) and/or a reference check can be part of the application procedure. By applying for this vacancy you consent to these checks.
Questions?
If you would like to know more about the position, please contact the hiring manager. Call or e-mail the recruiter for questions about the application process. In both cases, don't forget to mention the vacancy number: #19659. At KLM, we believe in the power of diversity. Would you like to read more about this? Please see our statement.
Hiring manager
Sandra Hovland: SANDRA.HOVLAND@KLM.COM
Recruiter
Sissel Brink: SISSEL.BRINK@KLM.COM
Details from this vacancy are not to be used for marketing purposes.