Service Designer

Purpose of the Role

As a Senior Service Designer in the UX Strategy team at ZEISS Vision, you will champion a user-centric innovation approach by identifying and shaping opportunities across the ZEISS Vision B2B and B2C ecosystem to maximise the impact of our platforms and services.

You will play a key role in shaping end-to-end user experiences across multiple channels, including B2C, B2B, and internal ZEISS processes. Your work will ensure a consistent, high-quality, and elevated ZEISS Vision experience for users.

Working closely with cross-functional teams and senior stakeholders across product, design, research, marketing, and sales, you will translate user insights and business needs into impactful service concepts and strategic experience improvements.

The key responsibilities for this position include (but are not limited to):

• You identify business opportunities based on user research insights, trend analysis, and data sources such as analytics.
• You develop new service concepts and collaborate with cross-functional teams to bring them to life.
• You plan and conduct qualitative user research, usability testing, and synthesis of actionable insights.
• You create service blueprints, customer journey maps, and system maps to visualise and improve the end-to-end ecosystem.
• You facilitate workshops with large groups and present findings and concepts to senior stakeholders.
• You contribute to defining and shaping strategic opportunities that differentiate ZEISS Vision in the market.
• You visualise and communicate concepts for digital products, services, and experiences in a clear and actionable way.
• You maintain and evolve UX Strategy frameworks, methods, and tools that support organisational alignment and delivery of successful user experiences.
• You support the management and enrichment of the Vision Care research repository.
• You enable and onboard UX designers and cross-functional teams in applying UX Strategy frameworks and methods.

Required knowledge & experience

• Degree qualified in a relevant subject (e.g. Design, HCI, Psychology, or related field).
• 5+ years of professional experience as a Service Designer, supported by a strong portfolio demonstrating:
• Planning and conducting user research and translating findings into actionable insights
• Creation of customer journey maps, service blueprints, and system maps
• Identification and shaping of business and user opportunities
• Concept development for digital products, services, or experiences
• Facilitation of workshops with large groups and presentation to senior stakeholders
• Strong experience in Design Thinking methodologies and workshop facilitation
• Strong stakeholder management and cross-functional collaboration skills
• Ability to ground design decisions in user insights and data-driven evidence
• Excellent verbal, written, and visual communication skills in English

Nice to have

• Background in Product Design or UX Design
• Proficiency with design tools such as Figma and Adobe Creative Suite
• Experience with Design Ops practices
• Experience with quantitative research methods