Principal UX Service Designer

The businesses of Merck KGaA, Darmstadt, Germany • Burlington, MA

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About The Position

As a Principal UX Service Designer at MilliporeSigma, you’ll be at the front line of innovation and technology, driving ideas from conception to implementation. We are seeking an analytical problem solver with the ability to synthesize user research and business requirements into intuitive design solutions that deliver both a compelling customer experience and business objectives. This role is responsible for the design and implementation of MilliporeSigma’s goal to build a leading user experience and will focus on broad, end-to-end service solutions across the customer journey.
This role will report to the Associate Director of Experience Design and work closely with the lead designer within the Service Design team.

Requirements

• B.A./B.S. in Design Human-Computer Interaction, Product Management, User Experience, Business Management or related field
• 5+ years of hands-on professional experience designing and executing customer experience strategies, focusing on software tools, complex enterprise applications, or e-commerce.
• Deep understanding of UX processes, design research, service design, and 'jobs to be done' frameworks.
• Proficiency in design and rendering software such as Figma, content management systems such as Adobe Experience Manager, and personalization applications.
• Strong problem-solving skills and the ability to develop innovative solutions aligned with user needs and technical feasibility.
• Excellent communication and presentation skills, with the ability to effectively convey and drive alignment around complex ideas and strategies with stakeholders at all levels.
• Proven track record of collaborating cross-functionally, educating, and influencing teams to achieve common goals.

Nice To Haves

• Advanced degree in Business Administration, Design, or UX Design
• Specialization in Service Design
• Experience in collaborating with the design and development of websites focused on education, lead generation, and transactions
• Exceptional strategic thinking abilities and the ability to develop and execute digital strategies that align with business objectives
• Experience with agile principles and execution
• Proven track record of leading design thinking projects and generating innovative experiences that inform product roadmaps.

Responsibilities

• Engage collaboratively with both technical and commercial internal stakeholders (product, research, category management, etc.) to design and implement a best-in-class, end-to-end customer experience
• Take a strategic lens to examining how multiple user touchpoints work together to collectively solve for needs across the full customer journey, with an emphasis on digital experiences
• Lead the design process from planning through delivery with vision and intent, including collaborating on generative and evaluative research, workshop design and facilitation, North Star vision definition, service modeling, and development of concepts, prototypes, and pilots
• Understand and champion the needs of key customer personas to drive impactful service design solutions, increasing both customer satisfaction and business value
• Focus on delivering critical, end-to-end user flows that result in tailored experiences for distinct customer segments

Benefits

• health insurance
• paid time off (PTO)
• retirement contributions

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level