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!
Career with a purpose
Inclusion and diversity
Stability
Learning and development
Local benefits
Work-life balance
At a glance
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We care about sharing information and experiences as this helps us learn from our mistakes and each other. We tackle challenges together by reaching out to colleagues both near and far. We communicate openly.
We challenge the status quo and show interest in what happens around us. We ask questions to clearly understand what needs to be done and take ownership of the results.
We live up to our own expectations, show respect and lead by example. We act with integrity and in line with our standards every day.
We make things better today than they were yesterday. We pitch ideas on how to improve and innovate.
What we stand for
Empowering people. Advancing care. Inspiring with our purpose and values.
Everything we do here is about making people’s lives better, simpler and longer. Our teams work cross-functionally to reproduce the complex function of kidneys with treatments that meet high quality standards, improve clinical outcomes, and are sustainable and compliant. Internally, we promote diversity and inclusion as key elements of a positive, supportive work environment. Our values support our mission to develop high quality products and services, to have a positive impact on the health and wellbeing of patients, and to lead Fresenius Medical Care towards a successful, sustainable future.