Service & Experience Designer
Roche
◆Job X-Ray?This information was automatically extracted from the job description. If you notice inaccuracies, please report them below.Mid-LevelExpand ▾
- Location
San José Province, San José, Costa Rica - RemoteNo
- Work Styleonsite
- SeniorityMid-Level
- Experience2–4 years
- TypeFull Time
- SalaryUnspecified
- IndustryBiotechnology
- Departmentabx core design team
- Posted13w ago
- ExpiresAugust 29, 2026
Position summary: As a Service & Experience Designer within the ABX Core Design Team (Global M&CI Commercial Design, Roche Diagnostics), you will play a pivotal role in shaping how we engage with healthcare systems, C-suites, and decision-makers on large-scale diagnostics deals. ABX (Account-Based Experiences) is a design-led commercial program built on the ambitious idea of designing how we work with customers as intentionally as we design our products.
You will join a small, designer-led, multidisciplinary team that brings together service designers, UX/UI designers, marketers, and sales leaders to design better customer experiences, internal services, and systems for scaling both. This is a hands-on, collaborative role where you will move comfortably between UX/UI, service, and information design to bring the ABX vision to life. You will apply your design skills across a range of contexts, from refining visual designs for executive meetings to mapping backstage workflows and co-designing onboarding experiences with country affiliates.
Responsibilities:
- Customer Experience Design: Co-create and refine customer-facing experiences (event materials, sales touchpoints, booth designs, and digital content) that align with brand, regulatory standards, and creative ambition.
- Service & Process Design: Map and improve how affiliates deliver ABX over time, designing internal workflows, support roles, and backstage systems that enable scalable, high-quality sales and marketing experiences.
- Tool & Interface Design: Shape the UX/UI of commercial tools (e.g., Salesforce, Marketo, dashboards) by designing user flows that integrate seamlessly into the broader customer and internal experience ecosystem.
- Program & System Design: Contribute to the ongoing design of the ABX program itself, including global services, onboarding experiences, toolkits, and governance processes.
- Collaboration, Facilitation & Strategy Translation: Collaborate with UX, service, and communication designers; facilitate workshops and co-design sessions with affiliates and global teams; and visualize complex processes and systems through maps, diagrams, and prototypes, translating strategy into journeys, templates, playbooks, and visuals.
Who you are:
You are a curious, adaptable, and collaborative professional who is driven to design things that actually work within complex, science-driven organizations. You are comfortable moving seamlessly between digital and non-digital touchpoints, treating design as both a craft and a strategy.
You don’t need to be an expert in every discipline—visual clarity, a desire to learn across contexts, and a growing interest in facilitation and design strategy matter most. You are a thoughtful partner who is strategic when needed, imaginative when possible, and deeply committed to co-creation and experimentation. If you love switching between a Figma file, a service blueprint, and a conversation about how a global process could work better, this role is made for you.
- 2–4 years of professional experience in UX/UI, service, or information design.
- A comprehensive portfolio that showcases systems thinking, storytelling, and strong visual sensibility.
- Proficiency with industry-standard tools such as Figma, Miro, and the Adobe Creative Suite.
- Strong collaboration and excellent communication skills in English to operate effectively within a global team environment.
- A proactive desire to grow your skills in facilitation and design strategy.