Service Designer

Netherlands

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, more than 110,000 unique items are auctioned, all carefully curated by our passionate in-house experts.

Having sold over 25 million unique objects, our mission is to become the world’s most popular destination for special objects. As a growing, diverse and sustainable scale-up, we proudly live by three core values. If these values resonate with you, we’d love to explore how you can join us.

Taking ownership and driving impact
Being open to change and feedback
Being passionate about our mission and our customers.

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 serving millions of customers across 80+ categories. In our flat structure, every role has a broad scope and directly impacts both our customers and the business.
Learn and grow through our Learning & Development initiatives, including clear development plans and mentorship programmes to support your career progression.
A culture of connection defines us. We’re a passionate, diverse team of 800+ Catawikians representing 60+ nationalities. We foster an inclusive and queer-friendly environment where everyone is encouraged to bring their full self to work.
Celebrate life’s moments with us. You’ll receive a €100 Catavoucher when you join, a €50 Catavoucher on your birthday, and an extra day off each year to “Pursue Your Passion”. We also offer additional leave for key work anniversaries and important life events. Benefits may vary by location.

Our Offices and Way of Working

Our vibrant offices in Amsterdam, Paris and Lisbon are designed to inspire collaboration. Most Catawikians operate in a hybrid setup, combining office-based and remote work, with a minimum of two days per week in the office, unless a role is explicitly stated as fully remote or fully office-based.

Interested?

Apply with an English CV and Cover Letter. By applying, you agree to Catawiki’s Applicant Privacy Policy. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply anyway. You may be just the right candidate for this or other roles.