Service Designer

📍 Job Overview

Job Title: Service Designer
Company: Philips
Location: Xuhui District, Shanghai, China
Job Type: Full-Time
Category: Service Design / User Experience
Date Posted: December 10, 2025
Experience Level: Mid-Level (2-5 years)
Remote Status: On-site

🚀 Role Summary

• Drive the creation and implementation of innovative, multi-channel service strategies and ecosystems by applying design-led thinking.
• Champion a deep understanding of customer behavior, business context, and industry domain through early-stage service prototyping and design statements.
• Develop elegant service design solutions that meet both user needs and critical business objectives, ensuring a delightful customer experience.
• Foster strong, collaborative relationships with cross-functional teams, including marketing, domain experts, IT, usability, and engineering, to deliver tangible results.
• Continuously improve service design methodologies, adhering to internal and industry best practices, and aspiring to become a thought leader in the field.

📝 Enhancement Note: This role is positioned as a mid-level Service Designer, requiring a blend of strategic thinking, hands-on design execution, and strong stakeholder management skills. The emphasis on "new multi-channel service strategies, ecosystems, or even new businesses" suggests a focus on innovation and business development through design. The scope implies a significant impact on Philips' customer experience and market positioning within the healthcare technology sector.

📈 Primary Responsibilities

• Prioritize the user experience by consistently developing early-stage service prototypes and design statements to gain a deep understanding of customer behavior, business context, and industry domain.
• Craft elegant service design solutions that delight customers, utilizing superior knowledge and sensibility in service design to meet user needs and business objectives.
• Drive alignment and commitment to service design decisions by soliciting, synthesizing, and managing stakeholder feedback, partnering with peers and key functions (marketing, domain experts, IT, usability experts, engineering) to deliver tangible results early and often.
• Manage personal work within an agile process, creating service design solutions that adhere to internal and industry standards (e.g., brand, design system, industry heuristics, accessibility).
• Aspire to become a thought leader in service design and related practices, continuously improving methodologies and knowledge in service design, Agile, and other relevant areas.
• Actively partner with stakeholders across the enterprise as strong, customer experience-oriented contributors, demonstrating resilience in dialogues, confidently presenting cases, and committing to collaborative decisions.
• Develop and define customer journeys to identify customer experience pain points and opportunities.
• Create experiential and service prototypes, define service journeys, service blueprints, and key service moments.
• Define service architecture, including people, process, and technology enablers.
• Utilize and extend the service design system (sDLS), and employ metrics to measure service experience and performance.
• Understand service delivery and service ecosystems, including clinical workflows and procedures if applicable to health systems.

📝 Enhancement Note: The responsibilities highlight a comprehensive approach to service design, from initial research and ideation to prototyping, stakeholder management, and continuous improvement. The inclusion of "clinical workflow and procedures (health systems only)" indicates a potential specialization within Philips' healthcare sector, requiring domain-specific knowledge. The emphasis on Agile processes and extending the sDLS points to a need for adaptability and adherence to established design frameworks.

🎓 Skills & Qualifications

Education:

• Bachelor's degree or equivalent demonstrable experience in Interaction Design, Service Design, or a related field.

Experience:

• 2-5 years of progressive experience in service design, interaction design, or user experience design, with a proven track record of delivering impactful service solutions.
• Experience working within Agile development methodologies and cross-functional teams.

Required Skills:

• Service Design Acumen: Deep understanding and practical application of service design principles, methodologies, and deliverables, including customer journey mapping, service blueprinting, and defining key service moments.
• User Research & Analysis: Proficiency in qualitative and quantitative research methods to gather, analyze, and understand user needs, formulating customer experience pain points and opportunities.
• Prototyping & Ideation: Ability to create experiential and service prototypes, and translate complex problems into clear experiential design statements.
• Visual Communication: Strong skills in visual communication, including layout, color, typography, icons, and images, to effectively convey design concepts.
• Stakeholder Management & Collaboration: Proven ability to solicit, synthesize, and manage stakeholder feedback, drive alignment, and collaborate effectively with diverse functions (marketing, domain experts, IT, engineering, etc.).
• Agile Methodologies: Familiarity with and ability to work within agile processes, contributing to iterative development cycles.
• Storytelling & Communication: Excellent verbal and written communication skills, with the ability to explain design thinking, present compelling cases, and articulate complex ideas effectively to various audiences.
• Empathy & Curiosity: A natural curiosity to ask insightful questions, active listening skills, and a deep empathy for users and their experiences.

Preferred Skills:

• Service Design System (sDLS): Experience using and extending established service design systems.
• Analytics & Metrics: Ability to use metrics to measure service experience and performance.
• UX/Prototyping Tools: Proficiency with design and prototyping tools such as Figma.
• Healthcare Domain Knowledge: Understanding of clinical workflows and procedures, particularly within health systems.
• Product Lifecycle Management (PLM): Familiarity with PDLM for Services.
• Systems Thinking: Ability to think in systems and communicate complexity effectively to stakeholders.

📝 Enhancement Note: The requirements emphasize a blend of core design skills and the ability to navigate complex organizational structures. The preference for Figma, sDLS, and healthcare domain knowledge suggests specific tool and industry alignment sought by Philips. The "2-5 years" experience level for a mid-level role is typical, indicating a need for foundational expertise coupled with the capacity for independent contribution and growth.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrated Service Design Process: Showcase a clear, end-to-end service design process, from initial research and insight generation to ideation, prototyping, and implementation considerations. This should include examples of how you translated user needs and business objectives into tangible service solutions.
• Customer Journey Maps & Service Blueprints: Include detailed examples of customer journey maps and service blueprints that clearly articulate pain points, opportunities, and the interconnectedness of various service touchpoints, people, processes, and technology enablers.
• Prototyping & User Testing: Present examples of service prototypes (e.g., storyboards, mockups, interactive prototypes) and describe how user feedback was incorporated to iterate and refine designs.
• Stakeholder Collaboration & Impact: Highlight instances where you effectively collaborated with diverse stakeholders, managed feedback, and influenced decisions. Quantify the impact of your service design work where possible (e.g., improved customer satisfaction, increased efficiency, new business opportunities).

Process Documentation:

• Workflow Design and Optimization: Provide examples of how you have mapped existing workflows, identified inefficiencies, and designed optimized future-state service flows.
• Implementation & Automation: Showcase understanding of how service designs are implemented, including considerations for technology enablers and potential automation opportunities.
• Measurement and Performance Analysis: Demonstrate how you have used or proposed metrics to measure the success and performance of service designs, linking them to business outcomes.

📝 Enhancement Note: For a Service Designer role, the portfolio is paramount. Emphasis should be placed on demonstrating a strong grasp of the service design lifecycle, ability to visualize complex service interactions, and evidence of collaborative problem-solving. Quantifiable results and impact are highly valued, especially in a corporate setting like Philips.

💵 Compensation & Benefits

Salary Range:

• As this role is based in Shanghai, China, a typical salary range for a mid-level Service Designer (2-5 years of experience) with the specified skills and responsibilities would likely fall between ¥250,000 - ¥450,000 CNY per annum. This estimate is based on industry benchmarks for design professionals in major Chinese metropolitan areas, considering Philips' standing as a global health technology leader. Factors such as specific qualifications, prior experience, and the exact scope of responsibilities within Philips can influence the final offer.

Benefits:

• Comprehensive health insurance coverage, including medical, dental, and vision.
• Generous paid time off, including annual leave, sick leave, and public holidays.
• Retirement savings plan (e.g., pension or provident fund contributions).
• Professional development opportunities, including training, workshops, and conference attendance.
• Employee assistance program for mental health and well-being support.
• Potential for performance-based bonuses and incentives.
• Access to Philips' global employee discount programs.
• Opportunities for international collaboration and exposure within a multinational organization.

Working Hours:

• Standard full-time working hours are typically 40 hours per week, with potential for some flexibility. This role is on-site in Shanghai, requiring adherence to local office hours. While Agile methodologies are employed, project demands may occasionally require extended hours, with appropriate compensation or time-off in lieu where applicable.

📝 Enhancement Note: The salary range is an estimation for Shanghai, China, based on general market data for similar roles and experience levels. It's crucial for candidates to research local compensation trends and to inquire directly with Philips for a precise figure. Benefits are listed based on typical offerings from large multinational corporations.

🎯 Team & Company Context

🏢 Company Culture

Industry: Health Technology. Philips is a leading innovator in health technology, focused on improving people's lives through meaningful innovations. Their work spans across consumer health, professional healthcare, and personal care. This industry context means the service design work will likely be mission-driven, with a strong emphasis on user well-being and clinical efficacy. Company Size: Philips is a large, global corporation with tens of thousands of employees worldwide. This scale implies robust processes, diverse teams, and significant resources, but also potentially a need for strong navigation skills to drive change. Founded: Philips was founded in 1891. This long history signifies stability, extensive market experience, and a deep-rooted culture of innovation and engineering excellence.

Team Structure:

• The Service Designer will likely be part of a broader Design or User Experience (UX) team, potentially within a specific business unit or innovation hub.
• This team will be cross-functional, collaborating closely with product managers, engineers, marketing specialists, domain experts (e.g., clinicians), and business stakeholders.
• Reporting lines may vary, but typically a Service Designer would report to a Design Lead, UX Manager, or Head of Service Design.

Methodology:

• Philips emphasizes a human-centered approach to innovation, aligning with Design Thinking principles.
• Agile methodologies are prevalent, facilitating iterative development and rapid prototyping.
• Data-driven decision-making is crucial, with an emphasis on user research, analytics, and performance metrics to inform design choices and measure impact.

Company Website: https://www.careers.philips.com/global/en

📝 Enhancement Note: Understanding Philips' position as a health technology leader is key. The "human-centered approach" and "meaningful innovations" suggest a focus on user impact and ethical design, which should be reflected in a candidate's portfolio and interview responses.

📈 Career & Growth Analysis

Operations Career Level: This role is categorized as a mid-level Service Designer, typically requiring 2-5 years of professional experience. It signifies an individual contributor role with increasing autonomy and responsibility for designing and shaping service experiences. The focus is on executing design projects, contributing to strategy, and collaborating effectively. Reporting Structure: The Service Designer will likely report to a Design Manager, UX Lead, or Head of Service Design. They will work closely with cross-functional teams, including product management, engineering, marketing, and business stakeholders, requiring strong collaboration and communication skills to navigate different perspectives and priorities. Operations Impact: The Service Designer's impact is primarily on enhancing customer experience, improving service efficiency, and driving user adoption of Philips' products and solutions. By designing intuitive and effective services, they contribute directly to customer satisfaction, loyalty, and ultimately, Philips' market competitiveness and revenue growth, particularly within the complex healthcare ecosystem.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of service design, such as healthcare service design, digital service innovation, or customer journey optimization.
• Leadership: Progress to senior or lead Service Designer roles, mentoring junior designers, and taking ownership of larger, more complex service design initiatives.
• Cross-functional Mobility: Transition into related roles like UX Strategy, Product Management, or Innovation Management, leveraging their design thinking and user-centric approach.
• Skill Development: Continuous learning through internal training programs, industry conferences, and access to Philips' design systems and research.

📝 Enhancement Note: The growth path for a Service Designer at a company like Philips is typically one of increasing strategic influence and leadership. The emphasis on "health systems only" in requirements suggests a potential specialization track within the healthcare domain.

🌐 Work Environment

Office Type: This is an on-site role located in Shanghai, China. Philips offices are typically modern, collaborative spaces designed to foster innovation and teamwork. Expect a professional corporate environment. Office Location(s): Specifically located in the Xuhui District of Shanghai. This area is a well-established business and commercial hub, offering good accessibility and amenities.

Workspace Context:

• Collaborative Environment: The workspace will encourage interaction and co-creation with designers, product teams, and business stakeholders, facilitating the iterative design process.
• Tools & Technology: Access to standard design software, collaboration tools, and potentially specialized research or prototyping equipment relevant to service design.
• Team Interaction: Frequent opportunities for team meetings, workshops, and brainstorming sessions to ensure alignment and drive project progress.

Work Schedule:

• The standard work schedule is typically 40 hours per week, aligned with local business hours in Shanghai. While the role is on-site, Philips often promotes a culture that supports work-life balance, within the constraints of project deadlines and Agile sprint cycles.

📝 Enhancement Note: As an on-site role in a major global city, the work environment is expected to be professional and conducive to collaborative design work within Philips' established corporate infrastructure.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review your application and resume, assessing alignment with the core requirements.
• Portfolio Review & Presentation: You will likely be asked to present your portfolio, showcasing 2-3 key service design projects. This is a crucial step where you'll explain your process, rationale, and the impact of your work. Expect to discuss customer insights, design decisions, and stakeholder engagement.
• Skills-Based Interview: A technical interview focusing on your service design expertise, user research methodologies, prototyping skills, and understanding of Agile principles.
• Behavioral & Situational Interviews: Questions designed to assess your collaboration style, problem-solving abilities, resilience, and cultural fit within Philips. Expect scenarios related to stakeholder management, dealing with ambiguity, and driving change.
• Final Interview: Likely with a senior leader or hiring manager to discuss overall fit and vision for the role.

Portfolio Review Tips:

• Curate Strategically: Select projects that best demonstrate your end-to-end service design capabilities, highlighting your process, user-centricity, and impact. Include examples of customer journey maps, service blueprints, and prototypes.
• Tell a Story: Structure your presentations around a narrative that clearly articulates the problem, your approach, the challenges faced, your solutions, and the outcomes. Emphasize your role and contributions.
• Quantify Impact: Where possible, use metrics and data to showcase the success of your designs (e.g., improved customer satisfaction scores, reduced service time, increased adoption rates).
• Showcase Collaboration: Detail how you worked with cross-functional teams and managed stakeholder feedback.
• Tailor to Philips: Research Philips' products, services, and mission. Connect your projects to their focus on health technology and improving lives, demonstrating an understanding of their business context.

Challenge Preparation:

• Service Design Challenge: Be prepared for a potential case study or design challenge, either pre-interview or during the process. This might involve analyzing a hypothetical service problem and outlining your approach to solving it.
• Problem-Solving Scenarios: Practice articulating how you would approach ambiguous problems, gather insights, and develop solutions within a corporate and healthcare context.
• Stakeholder Communication: Prepare to discuss how you would communicate complex design concepts and rationale to non-designers, including business leaders and technical teams.

📝 Enhancement Note: The interview process for a Service Designer at a large corporation like Philips will likely be multi-stage and rigorous, with a strong emphasis on portfolio presentation and demonstrating practical application of design thinking in a business context.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma (highly preferred, as mentioned in requirements), potentially Sketch, Adobe XD, Axure RP for prototyping.
• Service Design Specific: Miro or Mural for collaborative whiteboarding, journey mapping, and blueprinting. Tools for creating service blueprints and customer journey maps.
• Research & Analysis: Tools for qualitative data analysis (e.g., NVivo, Dovetail), and potentially survey tools (e.g., SurveyMonkey, Qualtrics) for quantitative insights.

Analytics & Reporting:

• Familiarity with analytics platforms (e.g., Google Analytics, Adobe Analytics) to understand user behavior on digital touchpoints.
• Tools for data visualization and dashboard creation (e.g., Tableau, Power BI) to report on service performance metrics.

CRM & Automation:

• Basic understanding of CRM systems (e.g., Salesforce) and how customer data flows can inform service design.
• Awareness of workflow automation tools and how they can be integrated into service designs.

📝 Enhancement Note: Proficiency in Figma and collaborative tools like Miro/Mural is a strong indicator of a candidate's fit for modern design teams. Familiarity with how user data informs service design is also critical.

👥 Team Culture & Values

Operations Values:

• Human-Centered: A deep commitment to understanding and addressing user needs and improving quality of life through design.
• Meaningful Innovation: Driving innovation that has a tangible, positive impact on people's lives and health outcomes.
• Collaboration & Inclusion: Fostering an environment where diverse perspectives are valued, and teamwork is essential for success.
• Integrity & Quality: Upholding high standards in all aspects of work, from research and design to execution and delivery.
• Agility & Adaptability: Embracing iterative processes and responding effectively to evolving market needs and technological advancements.

Collaboration Style:

• Cross-functional Partnership: Actively engaging with and learning from colleagues in engineering, marketing, product management, and clinical domains to ensure holistic service solutions.
• Open Communication: Encouraging transparent dialogue, constructive feedback, and shared ownership of project goals.
• Co-creation Workshops: Facilitating and participating in workshops that bring together diverse stakeholders to generate ideas and solve complex problems collaboratively.
• Knowledge Sharing: Contributing to the collective knowledge base through sharing insights, best practices, and lessons learned within the design community and broader organization.

📝 Enhancement Note: Philips' values emphasize a purpose-driven approach. Candidates should align with a culture that prioritizes user impact, ethical design, and collaborative problem-solving within a corporate, health-tech context.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complexity: Managing intricate stakeholder relationships and diverse priorities within a large, global organization like Philips.
• Translating Ambiguity: Converting complex business needs and user problems into clear, actionable service design solutions.
• Domain Specificity: Adapting service design principles to the unique demands and regulations of the health technology sector, including clinical workflows.
• Measuring Impact: Quantifying the value and ROI of service design initiatives, especially in areas with long adoption cycles or complex user journeys.

Learning & Development Opportunities:

• Specialized Training: Access to Philips' internal training programs and resources for deepening expertise in areas like healthcare innovation, digital service design, and user research methodologies.
• Industry Engagement: Opportunities to attend relevant design conferences, workshops, and webinars to stay abreast of the latest trends and best practices.
• Mentorship: Potential to be mentored by senior designers or leaders within Philips, gaining insights into career progression and strategic thinking.
• Cross-Business Unit Exposure: Opportunities to work on projects across different Philips business sectors, broadening experience and understanding of various market challenges.

📝 Enhancement Note: This role presents opportunities to tackle significant challenges within a critical industry, fostering substantial professional growth and skill development.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service you designed. What were the key challenges, your design process, and the resulting impact?" (Focus on demonstrating your end-to-end process, problem-solving, and ability to quantify results).
• "How do you approach understanding user needs in a new domain, especially one as complex as healthcare?" (Highlight your research methodologies, empathy, and ability to adapt).
• "Imagine you have conflicting feedback from marketing and engineering on a service design. How would you navigate this situation to reach a collaborative decision?" (Prepare to showcase your stakeholder management, negotiation, and communication skills).

Company & Culture Questions:

• "What interests you about Philips and our mission in health technology?" (Research Philips' recent innovations, values, and strategic direction. Connect your passion for design to their purpose).
• "How do you see your role as a Service Designer contributing to Philips' overall business objectives?" (Think about customer satisfaction, market differentiation, and operational efficiency).
• "Describe a time you had to advocate for a user-centric solution that was met with resistance. How did you handle it?" (Prepare to demonstrate resilience, clear communication, and evidence-based advocacy).

Portfolio Presentation Strategy:

• Start with the "Why": Clearly articulate the problem you were solving and the business/user need.
• Detail Your Process: Walk through your steps: research, synthesis, ideation, prototyping, testing, and iteration. Explain your rationale at each stage.
• Show, Don't Just Tell: Use visuals effectively – journey maps, blueprints, prototypes, user quotes, and data.
• Highlight Your Role: Be specific about your contributions, especially in collaborative projects.
• Conclude with Impact: Summarize the outcomes and lessons learned. Quantify results whenever possible.

📝 Enhancement Note: Interview preparation should focus on demonstrating a deep understanding of service design principles, practical application in complex environments, and strong alignment with Philips' mission and values.

📌 Application Steps

To apply for this Service Designer position:

• Submit your comprehensive resume and a compelling portfolio through the Philips careers portal.
• Portfolio Customization: Tailor your portfolio to highlight projects that best showcase your service design process, user research capabilities, prototyping skills, and impact, especially any experience relevant to healthcare or complex systems.
• Resume Optimization: Ensure your resume clearly articulates your experience with service design methodologies, tools (like Figma), stakeholder management, and Agile practices, using keywords from the job description.
• Interview Preparation: Practice articulating your design process and project outcomes clearly and concisely. Be ready to discuss your experience with customer journey mapping, service blueprinting, and user research.
• Company Research: Thoroughly research Philips' current initiatives, product portfolio, and their commitment to "meaningful innovation" in health technology. Understand their company culture and values.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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