Service Experience Designer

Full Time

Thermo Fisher Scientific

Job Description

The Mission

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving sophisticated analytical challenges, improving patient diagnostics and therapies or growing efficiency in their laboratories, we are here to support them. Our distributed team of more than 100,000 colleagues delivers an outstanding combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon.

The Position

As Service Experience Designer in the AI vertical, you will be working on optimizing the service experience with the help of AI, and play a formative role on how that changes the workflow of your service colleagues. The aim is to use the strengths of AI to drive more sales, and to alleviate people from the tedious tasks, freeing up their time to do what they do best, service our customers. The work is highly dynamic as is the AI space. You will play a critical role in ensuring the adoption of the new technologies, by driving how the value of AI is delivered best to our customers and internal colleagues. You analyze the service blueprint and workflows and find opportunities for AI to play a role, and propose how it should integrate in the existing tooling.

Key responsibilities include, but are not exclusively:

  • Conduct research to understand user behaviors, needs, and difficulties throughout the customer journey.
  • Collaborate with colleagues to define service design objectives and requirements.
  • Create service blueprints, journey maps, and other visualizations to illustrate current and future-state service experiences.
  • Develop and prototype service solutions, including digital interfaces, physical touchpoints, and process improvements.
  • Facilitate workshops and co-creation sessions to generate ideas and collect feedback from colleagues and end-users.
  • Test and iterate on service prototypes to validate assumptions and improve usability.
  • Work closely with cross-functional teams, including product managers, UX designers, developers, and business analysts, to ensure seamless integration of service design solutions.
  • Communicate design concepts and recommendations effectively to colleagues at all levels of the organization.
  • Stay informed about industry trends, the latest developments in methodologies, and emerging technologies in service design and customer experience.


The ideal candidate for this position enjoys working in a multi-disciplinary technical environment to address sophisticated problems. If you enjoy the development of valuable services and you have a keen eye towards customer needs, this is an excellent opportunity!

  • Bachelor’s or Master’s degree in Service Design, Interaction Design, Human-Computer Interaction, or a related field.
  • Demonstrated ability in service design, user experience design, or a related field.
  • Proficiency in design thinking methodologies and tools, such as journey mapping, service blueprinting, and prototyping.
  • Strong visual and communication skills, with the ability to present ideas and concepts in a clear and compelling manner.
  • Experience working in cross-functional teams and collaborating with collaborators from a diverse set of backgrounds.
  • Knowledge of Agile and Lean methodologies is a plus.
  • Familiarity with design tools such as Adobe Creative Suite, Sketch, Figma, or similar tools.
  • Passion for creating meaningful and impactful experiences that delight customers and drive business results.
  • Experience with a multisite and multidisciplinary environment.
  • Open to occasional global travel.
Eindhoven, Netherlands
Full Time
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Job Details

Date Posted
Eindhoven, Netherlands
Full Time
Mid level
Job Expiry
July 15, 2024
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