Who we are, what we do and why we do it
We are a team of Service Designers with a strong focus on Design Thinking methodology, working in the Organization and Process Transformation area of Reale Mutua.
We rethink existing operational models in disruptive ways, aiming to bring benefits throughout the entire value chain. This is because we believe that delivering the best experience to our end customers begins with ensuring the satisfaction of our internal ones.
What you should do
The Service & Business designer will need to analyze processes, services, or products to identify pain points and opportunities. Solutions derived will ensure improved operational models and benefits measurable through KPIs.
In both strategic long-term projects and short tactical ones, the Service & Business designer should collaborate with the stakeholders in:
Designing a project roadmap, outlining each Minimum Viable Product/Process (MVP) and subsequent developments, and addressing them by following the necessary Design Thinking phases;
Building and coordinating cross-functional teams.
Some key activities:
Use quali - quantitative research (e.g. conduct one to-one interviews, surveys, data analysis) to understand the problem and measure it with relevant indicators (e.g. timing);
Analyze internal and external environment to identify market gaps, risks, and opportunities (e.g. techniques may include SWOT and PESTEL analysis);
Lead workshops while contributing to co-create future user experiences using service tools (e.g. user journeys, system maps, blueprints), while always defining success KPIs;
Collaborate with relevant departments to create prototypes of different project elements (e.g. value proposition, business model, marketing campaign, interfaces) and test them using different techniques (e.g A/B testing);
Assist IT and UX designers in writing user stories and flowcharts;
Promote continuous improvement by defining UX, technical, and business KPIs for tracking success.
More than what is written here – we are happy to learn!
Must have:
Experience of 3-5 years in Service / Business design, preferably in Insurance / Finance;
Design Thinking methodology knowledge – certification from recognized institutions is a plus (e.g., IDEO, NN group);
Positive, flexible (open to change) and diplomatic attitude;
Being assertive, passionate, and kind (moral integrity is a must);
Willingness to work onsite when needed, including on short notice;
Strong analytical thinking in dealing with complex systems + problem solving when fixing them;
Understanding of Agile and Lean principles and values – certification from recognized institutions is a plus (e.g., Scrum.org, Scrum Alliance);
Prototyping tools like Figma and Miro;
English B2.
Nice to have
Education in Service / Systemic / Strategic Design;
Spanish B2;
Expertise in Business Sustainability & Circular Economy;
Proficiency in Microsoft Excel and PowerPoint;
Knowledge in insurance processes.