Sr. Service Designer

SENIOR SERVICE DESIGNER

COMPANY & ROLE HILIGHTS

Fresenius Medical Care, worldwide multinational company leader in the production of dialysis machinery and in the delivery of services for the treatment of renal insufficiency, is looking for a

Sr Service Designer for the Digital Services and Solutions team.

The required profile will report to the Director of User Experience – Digital Services and Solutions.
 

The Service Designer will have the opportunity to work with our global multidisciplinary product teams to build service offerings for Fresenius multifaceted ecosystem.

The primary responsibilities will include conducting generative discussions with stakeholders to find opportunities for innovation, collaboratively collect requirements during discovery phase, prototype design of enhanced business processes and test innovated solutions.

This role demands gaining deep domain knowledge, services, and product expertise to propose enhanced solutions.

We are looking for effective problem-solver who is resilient, adaptable and flexible when dealing with changes, ambiguity, and possess excellent organizational, communication, interpersonal and teamwork skills.

The position is based in everywhere Italy, with an Italian contract and 100% of remote working and may require up to 15% yearly travel, including domestic and international.
 

CRITICAL DUTIES AND RESPONSIBILITIES

• Partner with various stakeholders, including product managers, product owners, technology partners, business analysts and others, to define service requirements and goals.

• Identify customer and user needs and opportunities for improving customer and user journeys.

• Lead end-to-end service design projects, from initial generative research to identify areas of improvements and innovations through ideation, prototyping through evaluative research to ensure alignment with users and business needs and their priorities.

• Conduct user research, usability testing, and customer journey mapping to gain insights into user behaviors, pain points, and preferences.

• Triangulate and synthesize data from verity of data sources to develop comprehensive understanding of our users and their workflows.

• Contribute to goals settings to customer experience.

• Communicate findings and recommendations for improvements.

• Contribute to products vision and road maps.

• Develop service blueprints, maps and other visualizations to communicate desired service design.

• Analyze data and feedback to measure the effectiveness of the service design through customer satisfaction score to make improvements.

• Map out processes and services to look areas of improvements and optimizations.

• Propose solving design challenges that may hinder our customer experiences.

• Serve as a Human Centered Design and User Experience ambassador across entire organization.

• Conduct and participate in design reviews and feedback sessions.

• Mentor and coach junior designers.

• Stakeholder management.

• Stay informed and updated with the latest UX trends and industry standards.

• Perform other related duties as assigned.

REQUIREMENTS

• Bachelor or Master degree in Human fields, Industrial/Product Design, Cognitive/Experimental/ Behavioral Psychology, Anthropology, or related fields (or equivalent professional experience).

• 5+ years’ experience in Service Design for large-scale enterprise solutions.

• High level technical knowledge in development methodologies, design, and project implementation.

• Be able to recognize and distinguish value-add, strategic activities verses “busy work.”

• solid understanding of UX processes, tools, and templates.

• Working knowledge Figma.

NB: FOR THE SELECTION PROCESS A PORTFOLIO LINK OF WORKS IS REQUIRED

SKILLS & PERSONAL TRAITS

• Proactive, self-learner, self-directed and self-motivated.

• Strong business acumen;

• Persuasive storytelling and influence;

• Poised under pressure; able to think on one’s feet.

• Highly organized and detail oriented.

• Strong written, verbal, visual communication and interpersonal skills.

• Ability to work under tight schedules and multi-task.

Professionals aligned with the required profile will be contacted. We thank in advance the other candidates, who will not be provided with direct feedback. We will keep their profiles for future opportunities.

Fresenius Medical Care promotes equal opportunities and a diverse environment – ​​ALL talented applications are welcome!