User Experience Specialist

UX Specialist – Customer Support

Location: Veldhoven, Netherlands (2 days onsite, 3 days remote)

Duration: Initial Contract until Dec 31, 2025

Workload: full time hours

Setup: Freelance | Limited Company | Umbrella | Sole trader

About the Role

As a UX Specialist in the IT Solution Delivery Customer Support & Sales organisation, you will join the Customer Support Solution Delivery (CSSD) Agile Release Train (ART). This ART delivers applications that help customer-facing employees service machines, schedule upgrades and order parts. You will collaborate with global stakeholders to optimise usability, productivity and overall satisfaction.

Key Responsibilities

• Conduct qualitative and quantitative user research (interviews, surveys, usability testing) to uncover user needs and behaviours.
• Translate findings into personas, user journeys and user stories aligned with Agile sprint goals, ensuring clarity for product teams.
• Create wireframes and interactive prototypes in Figma based on existing design systems; validate designs iteratively with product teams and end-users.
• Use Miro to facilitate workshops, map user flows and co-create solutions across distributed teams.
• Collaborate with developers to ensure deliverables match UX specifications; support Agile/Scrum and DevOps practices, emphasising continuous improvement.
• Define user-centred design approaches tailored to the agile team’s skills and sprint objectives, balancing short- and long-term goals.
• Share insights, challenges and best practices across the UX competence community to raise UX maturity and consistency.

Mandatory Technical Skills

• Proven expertise in UX design: user research, information architecture and interaction design for complex enterprise contexts.
• Proficiency in Figma for prototyping, design system upkeep and handover to development.
• Experience with Miro for collaborative mapping, journey workshops and ideation sessions.
• Familiarity with Agile/Scrum and DevOps workflows in business-to-business software delivery.

Experience & Qualifications

• Bachelor’s degree (Master’s preferred) in HCI, Industrial Design, Communication, Social Sciences or similar.
• Minimum five years’ professional experience with a portfolio showcasing research-driven design outcomes.
• Strong planning and independent delivery skills; effective collaborator able to handle resistance and advocate for UX value.
• Willingness to be onsite in Veldhoven at least two days per week.

Join us to enhance employee experience through impactful UX in a global IT environment.