Position: Service Designer
Company: ITernal Group
Experience required: 5y
English level: upper

Project — medical diagnostics interoperability infrastructure that connects labs, sample takers, clinicians, and logistics providers to enable scalable and reliable delivery of at-home and professionally sampled diagnostic tests throughout Europe. We make the world a better place by bringing modern technologies to the lab.

You will be expected to:
- Lead our improved understanding of complex healthcare ecosystems
Champion visual frameworks — like journey maps, service blueprints, ecosystem maps — that help bring clarity to complex challenges in human behaviors, relationships, workflow, and processes, and enable decision making;
- Drive contribution and alignment from multiple stakeholders, whether clients, third-party or larger ecosystem player;
- Utilize experience prototyping techniques like a desktop walkthrough and role-playing that help test and validate service components and convey value propositions.

You will regularly:
- Map existing service ecosystems and service delivery processes;
- Plan, conduct, and synthesize research with existing/potential service users and existing/potential service providers (front and back-end);
- Identify frameworks best suited to project needs and emerging insights along with the service delivery, for front and back-office processes (e.g., customer journeys, service blueprints, ecosystem maps) that include metrics to help monitor service performance through time;
- Orchestrate and lead co-creation workshops with customers, partners, and users to drive the analysis of current services and the design of improved/new services;
- Frame and consolidate service value propositions for service users and service providers;
- Create narratives that help explain the value proposition in a succinct and meaningful way;
- Orchestrate service test sessions using prototyping tools and techniques (digital/physical mock-ups of touchpoints, service scripts, pilot protocols, etc.) with users and providers to validate service components and define detailed service requirements.

We want you to have:
- 5+ years of professional design experience;
- Highly developed design skills demonstrated in your portfolio of recent work;
- Confident presentation and storytelling abilities;
- Experience collaborating in multifunctional teams as the service design lead;
- Proficiency with contemporary design and prototyping tools and methods;
- You will embody our core company values in your approach and interaction with all around you. We value boldness, empathy, lean thinking, positive social impact, and collaboration;
- Business level ability in English.

It would be a bonus if you had:
- Experience in the healthcare industry;
- Experience working in a variety of organizations (start-up, corporate, agency/consultancy);
- Academic, professional, or life experience from outside the design field that enriches your perspective as a designer.

We offer:
- Possibility to influence the development of the project;
- Friendly professional staff and warm atmosphere;
- Help with development via mentoring and coaching;
- The environment where you can implement your ideas;
- Plans for growth and the performance review (every 6 months);
- Flexible schedule and opportunities to work remotely (8 hours workday);
- Paid vacation and sick leaves;
- Medical insurance, gym;
- Participation in educational activities and thematic conferences;
- Team parties and corporate events.