Service Designer (5+ years)

About this Job

Type of job: Full-time

Role: Service Designer (5+ years)

Experience level: 5+ years

Industry: Mobility, Automotive, Banking, Utilities, Public Administration

Company Size: 40 - 60 people

Salary range: € 35.000 - € 50.000

Job location: Rome (chances to work hybrid)

Language: Italian (fluent) and English (good, written and spoken)

Company overview

Here at moveax, we have the ambition to be regarded as the best possible partner for any business that seeks help in facing the daily challenges of the tech world. We are proud to be the right people to interact with in the field of digital and cybersecurity. Over the years we have also gained great experience in the world of blockchain (digital assets, DLT) and artificial intelligence. We believe our main competitive advantage is having a team made of young talents who have a strong passion for technology. We treat every project for our customers with the same care we have for our own projects and we constantly try to improve our processes to achieve the best possible results. We are based in Rome, between Trastevere and San Pietro neighbourhoods. The main market segments we work in are: mobility and transportation, banking and finance, public administration and defence.

Job description

This job position is aimed at Service Designers with at least 5 years of experience. At our company, a Service Designer looks at the whole service, not only at its digital touchpoints: the people who use it, the people who deliver it, the processes, systems and rules behind it. You will help our clients understand how their services work today and design how they should work tomorrow, from strategy and research up to the definition of what our Product Designers and engineers will build.

We are looking for a person who is strongly goal-oriented and able to reason analytically. Before proposing solutions, this profile dedicates the right amount of time to understanding the problem: who the users are, what the organisation needs, and which operational, technical and regulatory constraints apply. We work on projects in mobility, banking and public administration, where a service that is fragmented or not accessible has a real cost for real people.

We expect you to make your design decisions explicit and traceable, so that clients, delivery managers, designers and developers can understand and challenge them. A very important skill for us is the ability to bring different stakeholders around the same table and help them reach shared decisions grounded in evidence.

As a senior member of the team, you will also mentor other designers, help us evolve our design practice and constantly aim to improve both yourself and your team.

Discovery

You will plan and run discovery activities for complex services: stakeholder and user interviews, contextual inquiry and shadowing, desk research, analysis of existing data, processes and organisational structures. You will turn findings into clear insights and problem statements that guide the decisions of the whole team.

Service Mapping & Design

You will map current and future state services through journey maps, service blueprints, ecosystem and stakeholder maps, adapting each artifact to its audience. You will design service concepts and operating models that connect front-stage experiences with back-stage processes, people and systems, and define the requirements that Product Designers and engineers will turn into digital products.

Facilitation & Co-design

You will plan and lead workshops, co-design sessions and alignment meetings with clients, users and internal teams, helping very different groups agree on priorities and roadmaps. You will present your proposals to senior stakeholders, explaining their value and their impact.

Prototyping & Validation

You will prototype and test services before they are built, using the most suitable tools for each case: service walkthroughs, role-playing, low-fidelity prototypes, pilots. You will work side by side with Product Designers and engineers during delivery, making sure the final service matches the intended experience.

Designing with and for AI

We use AI tools to speed up our workflow (research synthesis, exploration of alternatives, mapping, rapid prototyping) and we design AI-powered services for our clients and for our Innovation business unit. We expect you to use these tools with judgement, and to be curious about the specific challenges of introducing AI into services: trust, transparency, human oversight and the impact on the people who deliver the service.

Process

Step 1 - Portfolio & CV review

We will review the portfolio you submit with your application. We are not looking for pretty screens only: we want to understand the problems you worked on, your role in the team, the decisions you made and their impact. If your best work is under NDA, feel free to anonymize it or describe it in words. In case your portfolio is in line with what we are looking for, you will be moved to the next recruitment step.

Step 2 - Let's get to know each other

In this second step, you will have a short call with one of our recruiters, who will present our company. They will also ask you to briefly discuss your background, your previous experience and your expectations. At this stage, feel free to ask any question about our company and the job position!

Step 3 - Technical interview

This is the core technical step of our process, and the one that matters most. You will have a call with one of our designers and walk them through one or two projects of your choice, and we will go deep into the craft behind them.

Expect detailed, hands-on questions: how you framed the problem and ran discovery, which research methods you chose and why, how you mapped the service and its back-stage, how you facilitated workshops and handled conflicting stakeholders, how your work was turned into products and processes, and what you would do differently today. This is where we assess your design skills, so pick projects you know inside out and where your own contribution is clear.

A further technical interview might follow in case our team believes it necessary to better assess your skills!

Step 4 - Final interview

Here you will get to talk with our head recruiter. We will get to know each other better and go through an assessment of your interviews and maybe follow up with some further discussion about the problems you faced.

Step 5 - Job offer

In case you successfully completed all the above steps, one of our people managers will get in touch with you to discuss the logistics, economics and benefits and follow up with a job offer.

Your position at our company

The person we are looking for will be part of our Digital business unit. This business unit is made up of 4 departments that work together to deliver the best possible products:

1. Delivery dept.: handles project management and customer relations to support customer business and prioritisation

2. Design dept.: takes care of Service Design, UX and UI activities. This is the department you are applying for.

3. Engineering dept.: takes care of the architectural design and development of our projects

4. Cloud & infrastructure dept.: handles site reliability, infrastructure and cloud services

As stated, you will work at our Design department and will be expected to cooperate with the other departments listed above to deliver the best project possible.

Our Digital business unit as a whole basically works in two directions:

• providing our customers projects aimed at end-to-end digital innovation, working with the customer from project inception and definition up to project delivery, in an agile way.

• delivering company products in cooperation with our Innovation business unit to launch highly innovative projects on the market, leveraging our internal practices, especially focusing on blockchain technology and AI

Design Team

The following is a description of an average member of our team:

• quite young (around 30 years old): this does not mean we are not open to older collaborators, it is just an indication that we like to invest on young talents regardless of the years of experience they have.

• driven by great passion for design and technology: the ones who love their job perform better with less effort

• user advocate: always asking "who is this for?" before "how should it look?"

• knowledge cruncher: the world runs fast and you have to stay up to date, read a lot and learn from those who have already faced a problem before you

• comfortable talking with engineers: knowing how things get built makes for better designs

Benefits

• ask for a book, we'll get it

• budget for courses, certifications and industry conferences

• team building travels every year

• free coffee

Equality & Inclusion - Talent Acquisition Policy

Moveax is an equal opportunity employer in accordance with laws 903/77 and 125/91 (regarding gender) and legislative decrees 215/03 and 216/03 (regarding age and nationality). We encourage applications from everyone, regardless of gender, ethnicity, religion, sexual orientation, age, disability, or any other characteristic. We firmly believe in creating an inclusive and diverse work environment where every talent has the opportunity to grow and contribute to our success.

Requirements

• At least 5 years of experience as a Service Designer or similar role, ideally in consultancy or client-facing contexts

• A portfolio showing at least 3 end-to-end case studies, from problem definition to implemented service

• Solid experience in discovery activities, such as qualitative research, stakeholder interviews and contextual inquiry

• Proven experience with service design methods and artifacts (journey maps, service blueprints, ecosystem maps)

• Strong workshop facilitation skills, with diverse and senior stakeholder groups

• Ability to connect user needs with business goals, processes and technical constraints

• Good knowledge of accessibility principles and inclusive design

• Experience working closely with product designers and developers in agile teams

• Ability to mentor other designers and present design decisions to clients and stakeholders

• Fluent Italian and good English (written and spoken)

Bonus points

• Degree in Design, Service Design, HCI or similar

• Experience on public administration projects

• Experience designing AI-powered services

• Basic UX/UI skills and knowledge of Figma