Service Designer

A major player in the French insurance market, MAIF champions a mutual model based on people, social utility, and commitment. It places the experience of its members and employees at the heart of its strategy.

Design plays a key role in this ambition. It relies on three complementary teams:

The team in charge of corporate interfaces,

•The team dedicated to employee interfaces,

•The service design team.

These teams, brought together within a design guild of more than 80 designers, share methods, practices and commons, and work closely with the business, product teams and IT to guarantee a consistent, useful and sustainable MAIF experience.

In this context, you will be involved in complex experience projects, involving multiple stakeholders and business, organizational and/or IT challenges.

From the exploration phase to supporting implementation, you contribute to the design of coherent and operational services, integrating digital, physical and organizational dimensions, in a context of transformation and constrained deadlines.

Topics may include:

• Key moments in the corporate relationship (distribution, contract life, claims),

Internal processes or tools,

Existing or developing pathways or services,

• Models for team organization and operation.

As part of your duties, you will be required to:

• Understand, analyze and challenge existing processes involved in services,

• Structuring and equipping the design process,

• Design services and user journeys in their entirety,

• Prototype and formalize experimental scenarios,

• Produce clear and structured deliverables, such as:

    o service blueprints,

    o user journey maps,

    or personas,

    o scenarios and use cases,

·Support the implementation of solutions, ensuring over time the consistency of the intended experience, in conjunction with the teams involved.

Particular attention is paid to the quality of formalization, prioritization and the ability to move projects forward within the given deadlines.

You will be joining the Service Design team, composed of 12 designers and reporting to the Head of Design.

The team addresses MAIF’s major experience challenges by adopting a systemic and cross-functional approach, at the level of journeys, services and organizations.

She collaborates closely with business teams (marketing, research, distribution and claims management, innovation, etc.), product and IT to design, test and develop simple, useful and operational experiences, as close as possible to the real uses of members and employees.

•Advanced training in design (service design, strategic design, holistic design or equivalent),

Significant experience in service design, strategic design, or CX design,

•Proven experience on complex projects involving multiple stakeholders (in integrated design, agency or consulting).

• Proficiency in user research methods and multi-touchpoint journey design,

• Ability to structure approaches and make complex subjects understandable,

Excellent ability to synthesize and formalize information,

• Strong interpersonal skills, collaborative spirit, and a partner-oriented approach

• A sense of pragmatism and the ability to work in a changing, multi-stakeholder environment

• Ability to develop a strategic vision and build consensus around it,

Experience in an agency, consulting or on limited-term assignments (fixed-term contract, long-term assignment) is an asset.