Service Designer (M/F)

About the company

As a Service Designer, you will report to the Head of Digital Design within our Design Center.

Your tasks

The Service Designer (M/F) designs, optimizes, and orchestrates customer journeys across all digital touchpoints (web, mobile, selfcare, email, chatbot, logistics, etc.). They operate within the CX Framework defined for Somfy, having mastered its tools and terminology. Daily implementation ensures the consistency of the solutions and functionalities offered. They design interaction, navigation, and transaction modes that constitute the simple, intuitive, and reliable experience expected by customers. They arbitrate ergonomics challenges to achieve targeted functionalities and create fluid, consistent, and high-performing customer experiences.

• Design of digital journeys: Support and facilitate the various workshops necessary with project teams
• Mapping existing customer journeys (as-is)
• Identifying friction points and opportunities for improvement
• Designing omnichannel target journeys (to-be)
• Formalizing user journeys, user flows, and service blueprints
• Integrating the voice of the customer into concepts, to address feedback based on the expected impact.
• Cross-functional collaboration with designers, the research team, shop managers, product owners, data analysts, IT.
• Guaranteeing the final result from a customer experience perspective.

Requirements

At least 5 years of experience in UX, Digital, CX, or Product Design, within the context of cross-functional projects.

• Mastery of customer journey mapping: mapping customer journeys, identifying friction points, and designing target journeys.
• Mastery in workshop facilitation / Design thinking (Design sprint, prospective workshops, etc.) and the ability to work in cross-functional collaboration with different business teams.
• Mastery of UX design and ergonomics principles to design simple, intuitive, and high-performing experiences.
• Knowledge of agile methods applied to the design and delivery of digital products.
• Analytical mindset, with the ability to exploit data and go into detail.
• Strong customer/user orientation, with the ability to integrate the voice of the customer into journey design.
• Very good level of English, both spoken and written, for daily use (as part of an international team).