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
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 improvements and innovations through ideation, prototyping through evaluative research to ensure alignment with users and business needs and their priorities.
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 verity of data sources to develop comprehensive understanding of our users and their workflows.
6. Contribute to goals settings to customer experience.
7. Communicate findings and recommendations for improvements.
8. Contribute to products 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 score to make improvements.
11. Map out processes and services to look areas of improvements and optimizations.
12. Propose solving design challenges that may hinder our customer experiences.
13. Serve as a Human Centered Design and User Experience ambassador across entire organization.
14. Conduct and participate in design reviews and feedback sessions.
15. Mentor and coach junior designers.
16. Stakeholder management.
17. Stay informed and updated with the latest UX trends and industry standards.
18. Perform other related duties as assigned.
REQUIREMENTS
19. Bachelor or Master degree in Human fields, Industrial/Product Design, Cognitive/Experimental/ Behavioral Psychology, Anthropology, or related fields (or equivalent professional experience).
20. 5+ years’ experience in Service Design for large-scale enterprise solutions.
21. High level technical knowledge in development methodologies, design, and project implementation.
22. Be able to recognize and distinguish value-add, strategic activities verses “busy work.”
23. solid understanding of UX processes, tools, and templates.
24. Working knowledge Figma.
NB: FOR THE SELECTION PROCESS A PORTFOLIO LINK OF WORKS IS REQUIRED
SKILLS & PERSONAL TRAITS
25. Proactive, self-learner, self-directed and self-motivated.
26. Strong business acumen;
27. Persuasive storytelling and influence;
28. Poised under pressure; able to think on one’s feet.
29. Highly organized and detail oriented.
30. Strong written, verbal, visual communication and interpersonal skills.
31. 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 purposeWe offer an opportunity to create and deliver treatments that save and change lives for the better. We’ll support your ongoing development. And you’ll be part of a dedicated team of people who inspire each other to create the best possible healthcare outcomes each and every day. Inclusion and diversityJoining Fresenius Medical Care means becoming part of a team that values diversity. We embrace the wealth of different backgrounds, cultures, experiences and opinions that make up our workforce and strive to create an inclusive atmosphere in which all our employees feel valued. StabilityDeveloping innovative products and continuously improving our renal therapies made us the clear market leader in the production of hemodialysis machines, with sustainable, profitable growth. This position provides our 125000 employees with the stability and security they need to help improve the lives of our patients. Learning and developmentWe offer participation in programs at world-class business schools, leadership development, regular training for our nurses, health care professionals and manufacturing staff and digital access to high-quality educational content for all employees worldwide 24/7. Local benefitsOur employees enjoy both local and global opportunities for growth and personal fulfilment. We offer local benefits designed to suit the requirements of the respective country and place of work to create ideal conditions everywhere. Work-life balanceWe want to empower people to deliver better care. Therefore, we promote a better work-life balance through flexible working hours, part-time models, the possibility to work from home, and more.