Service Designer

Job Description

ACCOUNTABILITIES :

• Plan and facilitate Innovation Workshops and Sprints for XD Labs China, collaborating with internal and global teams to drive impactful outcomes.
• Lead and support user research efforts, embedding insights into Product teams and design strategies.
• Collaborate with stakeholders to drive innovation projects in an agile, iterative manner.
• Prepare for workshops by identifying research needs, planning agendas, selecting methods, and managing logistics.
• Summarize workshop results into executive-level presentations and share outcomes with key stakeholders.
• Build relationships with business partners and technologists while supporting stakeholder engagement.
• Provide guidance on Design Thinking and human-centered design to strengthen organizational innovation capabilities.
• Design and facilitate workshops leveraging AI and digital tools to promote innovative practices.
• Support the planning and execution of XD Labs events and manage logistics as needed.
• Mentor team members and train teams in innovative methodologies, including design thinking and human-centered design.
• Enhance XD Labs’ visibility through creative communication strategies and platforms.
• Coordinate Design Operations and logistics to strengthen internal design capabilities.

DIMENSIONS AND ASPECTS :

Technical/Functional (Line) Expertise

• A minimum of 5 years of expertise in service design, design strategy, human-centred design, design thinking training, workshops, projects, and agile project management.
• Experience in qualitative user research.
• Experience in consultant industry
• Innovative thinker with an ability to challenge status quo with diplomacy and exploring new ways of working that are aligned to business and technological strategy.
• Ability to influence others to support new ways of working.  Skilled and curious listener. Brings others along the change journey.
• A dedicated user champion, empathetic observer, effective communicator, and experienced individual who thrives at combining technology, business, user experience, and design.
• Deep understanding of emerging technologies and innovation trends in different industries
• Capable of collaborating with international cross-functional teams within a complex Matrix organisation.
• Experienced in user research interviews and summarizing them.
• Experienced lead global team
• Experienced manage external partners such as consulting firm
• Experience with Miro or other collaboration platforms, Monday.com, SharePoint, MS Bookings
• Familiarity with Figma and video editing skills a plus

Leadership

• Strong and effective leadership, self-management, time management and project/program management skills.
• Proficient analytical and strategic thinking and problem-solving skills, strong business acumen and ability to understand and address business requirements.
• Ability to effectively communicate and influence others across all levels of the organization to drive transformational change and new ways of working.
• Collaborative team player with a strong ability to find solutions collectively with the team, fostering a culture of teamwork and innovation.
• Highly customer-oriented with exceptional organizational skills, coupled with a creative and out-of-the-box thinking mindset.
• Possesses an enthusiastic and motivating personality to inspire others.
• Provide strong people leadership by inspiring, developing, and empowering team members to achieve their full potential and contribute effectively to the organization’s objectives.

Innovation

• Ability to think outside the box and come up with unique solutions to challenges.
• Proficiency in identifying issues, analyzing root causes, and developing innovative solutions.
• Capacity to embrace change and adjust strategies to meet evolving needs.
• Skill in working effectively with diverse teams to foster a culture of innovation.
• Willingness to take calculated risks and explore new ideas to drive progress.
• Commitment to staying updated on industry trends and incorporating new knowledge into innovative practices.
• Innovation operations will be a part of the role.

Complexity

• Manages global stakeholders both within and outside the organization.
• Understands and adheres to industry regulations and compliance standards.

EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS:

Education and Skills

• 10+ years of experience leading service design efforts using human-centred design techniques.
• Bachelor degree in Design, HCI, Business Innovation or related field or equivalent professional experience within the design field
• MBA or Master’s in Digital Health or equivalent a plus.
• Certification in Interaction Design, Human-Computer interaction or related field a plus

Skills and Behaviors

• Excellent verbal, organizational, written, and interpersonal skills with experience in creating executive communications and business language/frameworks.
• Collaborative team player with strong conflict resolution abilities, capable of interacting with and understanding different cultures.
• Ability to work effectively in a high-performance culture, with experience in adapting to a global corporate environment.
• Adapts quickly to changing priorities and rapid shifts, demonstrating tolerance for ambiguity and uncertainty.
• Experienced in process mapping, business alignment, and strategy workshops, as well as innovation methodologies like future thinking and system thinking.
• Extensive experience in planning and facilitating design workshops and sprints including strong presentation skills.
• Experience in working in highly regulated industries, ideally in the pharmaceutical industry is a plus.
• Experience of Agile environments and digital Product development.
• Project Management and Product Management Skill is a big plus.

What you’ll do: 

• Be human-centered: Advocate for the end-user through human-centered design methodologies (such as design research, service blueprinting, collaborative working sessions, rapid prototyping, etc.).
• Create clarity: Visualize complex ideas into understandable concepts that evolve and enhance product and service experiences.
• Bias towards action: Engage in portfolio prioritization to help set the strategy for the team.
• Radical collaboration: Create and facilitate design-led workshops to engage and build alignment across different stakeholders, partners, and teams.
• Storytelling: Radiate information and celebrate success and failure.
• Be mindful of the process: Keep a critical eye on “how” we work, as well as “what” we are working on, and make improvements.