Service Designer

We're AD/01, the tech studio that builds the future of food retail. Whether it's in-store aisles, online baskets, or behind-the-scenes operations, we innovate the daily food experiences for farmers and families, grandmas and greengrocers, and pickers and packers alike.

We're part of the Ahold Delhaize network, one of the world's largest global food retail groups and a leader in both supermarkets and e-commerce. With 19 strong local brands in Europe, the United States, and Indonesia, we create a meaningful difference for our customers, our people, and the world around us. And we're looking for the freshest minds excited to create the recipe for change.

Your new role and environment.

Digital experience team at Ahold Delhaize is responsible for creating digital capabilities, products and services, enabling our brands to help their customers eat well, save time, live better. Designers, researchers and product managers on the digital experience team do that by transforming our customer experience, based on customer insight, data, passion for creating a great experience that delights customers, and a genuine desire to make a difference in the lives of millions of our customers.

The Senior UX Researcher will be responsible for cross-brand
Journey management
and driving
Product discovery
across domains like e-commerce, loyalty & personalization and omnichannel shopping. This is achieved by conducting research to capture customer needs, engage teams with insights, manage and empower others to manage insights, and together defining the right strategy forward. You'll work closely with highly driven teams consists of Product and Growth managers, representatives of our brands, Designers and Researchers.

Key responsibilities of your role.

• Taking ownership driving business ideation and discovery initiatives by building clear problem & contextual understanding. Uncover customer innovation opportunities.
• Align cross-functional teams on strategy, opportunity, customer value, and trade-offs through workshops and planning rituals.
• Support product teams move from insight to execution. Help distil product vision, ideate and structure roadmaps to create focus on strategic priorities.
• Create service blueprints and decision-making artifacts used by product leaders and brand representatives.
• Mature Journey Management practice by setup up way of working, guidelines, templates and run relevant workshops.
• Identify blind spots in the journey and scope follow-up studies with research partners to close insight gaps.
• Bring in market signals, user trends, and emerging behaviours that shape strategy and opportunity framing.
• Use customer journey maps to highlight friction, synthesize insights, and surface priorities across teams.
• Maintain the journey as a living document that supports prioritization and backlog development.
• Support design and research lead in building a coherent and high performing creative team.

What success looks like.

• Delivery of key discovery initiatives with clarity, collaboration and learning build around customer obsession.
• Macro and micro journey maps become a trusted source of truth that are updated regularly, widely used, and serve as a foundation for product and team strategy.
• Product team and business stakeholder solution ideas is built upon the clear understanding of the problem and existing insights through product discovery.
• Roadmaps reflect real user needs, business priorities, and technical realities — everyone understands the what and the why.
• Workshops become high-leverage moments that unlock alignment and lead to concrete action.
• Research gaps are identified early and closed quickly, without sacrificing momentum or customer understanding.
• The service design craft and the people around it level-up because of your leadership. You strengthen the whole organization through both what you deliver and how you bring others along.
• You become a trusted partner and advisor across design, research, product, engineering, and operations teams, influencing both our strategy and workflow processes.

What's in it for you?

We ask a lot. (We're looking for the best, after all). But we offer a lot, too.

So, what do we have in store for you? We offer flexible hours and a hybrid working model, allowing you to work both from home and at the office. We provide competitive benefits to support health, well-being and your professional growth. This includes: a significant budget on benefit platform and a yearly bonus. At AD01 we welcome everyone, just the way you are, and encourage individual growth with valuable opportunities and a worldwide across-brand network.

Requirements.

We think you'll be best geared for success if you can meet the following requirements:

• 6+ years working on complex services, platforms, or products, balancing strategic thinking with hands-on delivery.
• Expert facilitation and stakeholder management skills. You align diverse voices around shared goals and drive momentum.
• Expert in service design methodologies and delivery, such as journey maps and blueprints.
• Experience turning journey maps into actionable roadmaps and prioritized opportunity backlogs.
• Highly skilled in mix research execution experience to discover customer needs and clarify underlying problem, including conducting qualitative and quantitative studies such as market benchmarking, survey, interviews and usability test.
• Highly skilled in validating design, concepts and propositions base on hypothesis and data, such as conducting usability test, concept test, A/B test.
• Strong organizational and project management skills to handle multiple priorities and meet deadlines.
• Fluency in Figma, Miro, Mural or similar tools for managing journey maps and design workflows.
• Having hands-on experience in corporate innovation and innovation methodologies to drive initiatives from product discovery to product-market fit is a plus.
• Having strong digital product design experience in building new product and propositions is a plus.

It goes without saying that so-called 'soft skills' are just as important as their 'hard' cousins. We highly value:

• Strong curiosity, openness and adaptability to people and culture differences.
• Well balanced human-centricity and experimentation way of working
• Excellent communication and interpersonal skills for effective cooperation with local business stakeholders and product teams
• Ability to illustrate insights and recommendations clearly to both technical and non-technical audiences to initiate ideation or enable decisions
• Experience working within a matrix-style structure with international teams
• Provide hands-on, expert level support to researchers and designers
• Be proactive, flexible, reliable and "can-do" mentality
• Strong organizational skills
• Team player; involves others, shares knowledge and seeks opportunities for cross functional working and collaboration
• Creative; identifies solutions and selects the best combination of practices by taking an innovative approach to problem solving
• Builds trust with colleagues, clients and their stakeholders
• Adaptable to situations and multicultural environments
• Excellent command of the English language both written & spoken

Apply now

If you're excited to help us grow, then please apply now. If you feel like you might
not
tick all the boxes but have the skills and personality we're looking for, then please also apply now

Got questions? Don't be shy. Ramona Stan at , has answers.

For us, diversity means being inclusive of thoughts and skills, generational differences, LGBTQ+, gender, race and ethnicity, disabilities, nationalities and more. We accept everyone for who they are.