Service Designer

Our client is a leading pharma company under deep digital transformation in its different engagements with patients, customers, employees, and stakeholders.

The Consumer Experience (CX) Service Designer lead provides the end-to-end consumer experience strategy and digital solutions for are clients patients, customers, and staffs to work seamlessly and easily across products and services within its ecosystem while aligning with the product roadmap, needs of users, market customers, and technical frameworks.

You develop CX strategy to differentiate and deliver innovative digital solutions that will make health care more accessible, more integrated and more reliable for users in collaboration with cross functional teams and other key stakeholders. You will identify and set CX strategy, envision complex CX ecosystems, and inspire teams to push the boundaries of what’s possible. Your success will see your strategies being the lighthouse for the projects you are working on.

CX is a new function within our client, and the work will require evangelization, delivery, and high adaptability to change. This new team entails project management, research, design (visual and UX), prototyping and strategy.

Responsibilities

• Reimagine and evolve end-to-end R&D experiences where automation or AI can simplify, improve outcomes or enable new service models
• Create and own service blueprint maps that clearly articulate dependencies across data, systems, tools, and people
• Guide innovation at the business process level by aligning with process owners on OKRs/KPIs as a driver specific deliverable
• Design human-in-the-loop and human-out-of-the loop service models that balance automation with transparency, control and risk
• Facilitate cross-discipline engagements to align service outcomes with consumer needs, operational needs and overarching business goals
• Influence senior stakeholders using insight, evidence and clear storytelling to shape strategy and delivery decisions

Influential leader representing CX Strategy across the business and corporate, including product and service development functions:
Integrate CX Strategy within the Consumer Experience and digital development process and be an advocate for CX within Digital, partner organizations and stakeholder groups
Affect deep levels of change in terms of how CX functions with its peers in Global Business Units, R&D, Corporate and Engineering

Knowledge, Skills & Abilities

• Hands-on experience delivering service design across a broad range of complex initiatives
• Proven capability to design experiences that span multiple systems, products and platforms, navigating dependencies and trade-offs
• Comfort working across Business, Operations and Technical domains
• Proven ability to quantify impact through metrics, including efficiency gains, adoption rates, cost savings, etc.
• Experience working on services where automation or AI is a core driver of change, not just a supporting feature
• A collaborative mindset, with the ability to influence and guide cross-functional teams without formal line management

Key Qualifications

• Bachelor’s degree or equivalent work experience in Design, HCI, MBA or related field. Master’s degree in relevant field a plus
• 7+ years of hands-on CX/UX strategist at a large global enterprise experience, agency, consulting or Start-up/scale-up is a must, in the context of digital product or software design.
• Solid understanding of how to create, measure and refine consumer experience strategy based on user research, human factors, customer feedback and market data
• Embody a strong and effective user’s point of view inside the organization.
• Familiarity with pharma/health technology is a plus
• English communication skills on a professional level (verbal and written) for candidates out of USA