Senior Service Designer

PagoPA SpA is looking for a Senior Service Designer who, responding directly to the Head of Service Design , takes care of the design of the digital services of our portfolio, so that they meet the needs of citizens, administrations and other stakeholders. involved in each project.

Responsibility

The Senior Service Designer is responsible for designing the service models and processes on which the company’s digital products are based, working in collaboration with a multidisciplinary team that includes UX / UI designers, project managers, developers, third party suppliers.

The work of the Senior Service Designer will include the design of services, the description of requirements and guidelines for their implementation, the planning of research and co-design activities with users and other stakeholders, as well as the management of relations with the main actors. of the ecosystems in which the services offered by the company are inserted.

Specifically, the professional will take care of:

• Designing the services by defining the model and operation through system maps and user journeys.
• Define the processes by which these services can be implemented and made available to their users, through blueprints and other organizational management tools.
• Involve and accompany the project stakeholders in order to achieve the intended goal, contributing to the alignment between teams led by multiple interests and organizations.
• Plan and conduct research sessions with users, focus groups, interviews with stakeholders and benchmarking.
• Collaborate with the development team, supporting the definition of requirements and guidelines that define the product.
• Plan and facilitate participatory design sessions with all levels of the internal organization and the client.
• Collaborate with other departments to define the strategy for the services designed by the company, analyzing the market situation and the objectives of the customers.
• Collaborate in the creation of pitches and presentations aimed at customers.
• Contribute to corporate culture and team innovation.

Essential requirements and skills (personal and professional)

• At least 5 years of work experience in the design sector, within studios or agencies of international level or in internal teams in related sectors.
• Deep knowledge of service design deliverables including personas, user journeys, system maps, blueprints.
• Deep knowledge and experience in B2B and B2C digital service design.
• Previous experience in the design of complex and multichannel services related to the world of public administration.
• Proven ability to work as part of a multidisciplinary team.
• Ability to manage multiple stakeholders with different needs and guide a project towards a simple and elegant solution.
• Ability to develop a strategic vision of the service, and to guide its design and implementation.
• Excellent knowledge of modern design tools (Adobe CC Suite / Sketch / Figma / etc) and habit of being an early adopter of new tools.
• Strong knowledge of design research. Collection and management of qualitative and quantitative insights to understand users in order to guide the design of digital products.
• Excellent team player, but able to work independently.
• Positive and flexible attitude.

Training required

• Degree in Design. In any case, the Company reserves the right to evaluate graduates in other subjects and / or non-graduate candidates with strong experience in the role and / or in the sectors of interest.
• Fluency in English.

Place of work

• Rome
• Milan