Sr. Service Designer

SENIOR SERVICE DESIGNER

COMPANY & ROLE HIGHLIGHTS

Fresenius Medical Care, a 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 collecting requirements during the discovery phase, prototyping design of enhanced business processes, and testing innovated solutions.

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

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

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

CRITICAL DUTIES AND RESPONSIBILITIES

1. Partner with various stakeholders, including product managers, product owners, technology partners, business analysts, and others, to define service requirements and goals.
2. Identify customer and user needs and opportunities for improving customer and user journeys.
3. Lead end-to-end service design projects, from initial generative research to identify areas of improvement and innovations through ideation, prototyping, and evaluative research to ensure alignment with users and business needs.
4. Conduct user research, usability testing, and customer journey mapping to gain insights into user behaviors, pain points, and preferences.
5. Triangulate and synthesize data from various sources to develop a comprehensive understanding of our users and their workflows.
6. Contribute to goal settings for customer experience.
7. Communicate findings and recommendations for improvements.
8. Contribute to product vision and road maps.
9. Develop service blueprints, maps, and other visualizations to communicate desired service design.
10. Analyze data and feedback to measure the effectiveness of the service design through customer satisfaction scores to make improvements.
11. Map out processes and services to identify areas of improvement and optimization.
12. Propose solutions to design challenges that may hinder our customer experiences.
13. Serve as a Human-Centered Design and User Experience ambassador across the entire organization.
14. Conduct and participate in design reviews and feedback sessions.
15. Mentor and coach junior designers.
16. Manage stakeholder relationships.
17. Stay informed and updated with the latest UX trends and industry standards.
18. Perform other related duties as assigned.

REQUIREMENTS

1. Bachelor or Master degree in Human fields, Industrial/Product Design, Cognitive/Experimental/Behavioral Psychology, Anthropology, or related fields (or equivalent professional experience).
2. 5+ years’ experience in Service Design for large-scale enterprise solutions.
3. High level technical knowledge in development methodologies, design, and project implementation.
4. Ability to recognize and distinguish value-add, strategic activities versus “busy work.”
5. Solid understanding of UX processes, tools, and templates.
6. Working knowledge of Figma.

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

SKILLS & PERSONAL TRAITS

1. Proactive, self-learner, self-directed, and self-motivated.
2. Strong business acumen.
3. Persuasive storytelling and influence.
4. Poised under pressure; able to think on one’s feet.
5. Highly organized and detail-oriented.
6. Strong written, verbal, visual communication, and interpersonal skills.
7. 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!