Service Designer

📍 Job Overview

Job Title: Service & Business Designer

Company: Reale Mutua Assicurazioni

Location: Torino, Piedmont, Italy

Job Type: Full-Time

Category: Service Design / Business Transformation / Operations

Date Posted: April 27, 2026

Experience Level: 3-5 Years

Remote Status: Hybrid

🚀 Role Summary

• Drive innovative operational models and business solutions through a strong focus on Design Thinking methodology.

• Analyze and re-imagine existing processes, services, and products to identify pain points and opportunities for enhancement.

• Develop measurable improvements and benefits across the value chain, impacting both internal and external customer experiences.

• Lead the co-creation of future user experiences and business models by building and coordinating cross-functional teams.

📝 Enhancement Note: This role is positioned within the "Organization and Process Transformation" area, indicating a strong emphasis on operational efficiency, process optimization, and strategic business improvement rather than purely product or UX design in isolation. The focus on "delivering the best experience to our end customers begins with ensuring the satisfaction of our internal ones" highlights a key operational objective of improving internal workflows and employee satisfaction as a driver of external customer success.

📈 Primary Responsibilities

• Conduct qualitative and quantitative research, including one-to-one interviews, surveys, and data analysis, to deeply understand problems and establish relevant performance indicators (e.g., timing, efficiency).

• Analyze internal and external environments using techniques like SWOT and PESTEL analysis to identify market gaps, potential risks, and strategic opportunities for innovation.

• Lead cross-functional workshops and co-creation sessions using service design tools (e.g., user journeys, system maps, blueprints) to envision and design future user experiences and operational models.

• Define, design, and coordinate the development of Minimum Viable Products/Processes (MVPs) and subsequent project phases, adhering strictly to Design Thinking methodologies.

• Collaborate with relevant departments, including IT and UX designers, to create prototypes of various project elements (e.g., value proposition, business models, interfaces) and test their effectiveness using methods such as A/B testing.

• Assist IT and UX designers in articulating requirements by developing user stories and flowcharts that clearly define system interactions and user flows.

• Establish and promote continuous improvement frameworks by defining essential UX, technical, and business Key Performance Indicators (KPIs) for tracking project success and ongoing performance.

📝 Enhancement Note: The responsibilities clearly indicate a blend of strategic business analysis, operational process design, and user-centric innovation. The emphasis on "Minimum Viable Product/Process (MVP)" and "subsequent developments" points towards an Agile operational approach, requiring candidates to manage iterative development cycles and prioritize features for maximum impact. The requirement to "assist IT and UX designers" suggests a collaborative role that bridges business needs with technical implementation.

🎓 Skills & Qualifications

Education:

• Preferred education in Service Design, Systemic Design, or Strategic Design.

Experience:

• 3-5 years of progressive experience in Service Design or Business Design, with a strong preference for candidates with prior experience in the Insurance or Finance sectors.

Required Skills:

• Design Thinking Methodology: Deep understanding and practical application of Design Thinking phases (Empathize, Define, Ideate, Prototype, Test).

• Agile & Lean Principles: Familiarity with Agile and Lean methodologies for iterative development and continuous improvement in operational processes.

• Prototyping Tools: Proficiency in collaborative design and prototyping tools such as Figma and Miro for visualizing concepts and user flows.

• Qualitative & Quantitative Research: Ability to conduct user interviews, surveys, and analyze data to gather insights and measure impact.

• Analytical Thinking & Problem Solving: Strong capability to dissect complex issues, identify root causes, and devise effective solutions for operational challenges.

• Stakeholder Management: Proven ability to effectively collaborate with and influence diverse stakeholders across various departments.

• KPI Definition & Measurement: Skill in defining relevant KPIs and tracking metrics to measure the success and impact of implemented solutions.

• English Proficiency: B2 level English language skills.

Preferred Skills:

• Business Sustainability & Circular Economy Expertise: Knowledge or experience in integrating sustainability principles into business and service design.

• Spanish Language Proficiency: B2 level Spanish language skills.

• Microsoft Office Suite: Proficiency in Microsoft Excel for data analysis and PowerPoint for presentations.

• Insurance Processes: Specific knowledge or experience with insurance industry workflows and operations.

📝 Enhancement Note: The "Must have" section emphasizes practical experience and methodological knowledge, particularly in Design Thinking and Agile. The "Nice to have" section indicates areas where additional expertise can provide a competitive edge, especially in specialized fields like sustainability or specific industry knowledge, suggesting potential future growth paths within the organization.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: Showcase at least 2-3 comprehensive case studies demonstrating your experience in Service Design or Business Design projects.

• Process Mapping & Optimization: Include examples of how you have mapped existing processes, identified inefficiencies, and designed improved operational workflows.

• User-Centric Design: Present projects that highlight your ability to understand user needs and translate them into tangible service or product improvements.

• Impact Demonstration: Clearly articulate the measurable outcomes of your projects, using KPIs and quantitative data to illustrate improvements in efficiency, customer satisfaction, or business value.

Process Documentation:

• Design Thinking Framework Application: Detail how you have applied the Design Thinking framework in your projects, from research and ideation through to prototyping and testing.

• MVP Definition & Iteration: Provide examples of how you have defined and managed the development of MVPs, including subsequent iterations based on feedback and testing.

• Workshop Facilitation: Illustrate your experience in designing and facilitating workshops for co-creation, stakeholder alignment, and problem-solving.

• Cross-functional Team Coordination: Demonstrate your ability to build, lead, and coordinate diverse, cross-functional teams to achieve project objectives.

📝 Enhancement Note: A strong portfolio is crucial for this role, as it serves as tangible proof of the candidate's ability to execute the responsibilities. The emphasis on "measurable outcomes," "KPIs," and "efficiency" aligns with the core objectives of operations and transformation roles. Candidates should be prepared to walk through their portfolio, explaining their thought process, methodologies, and the impact of their work.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Health Insurance: Comprehensive health coverage provided by Reale Mutua.

• Retirement Savings Plan: Access to a company-sponsored retirement savings program.

• Professional Development: Opportunities for training, certifications (Design Thinking, Agile), and attendance at relevant industry conferences.

• Hybrid Work Model: Flexibility to balance on-site and remote work, promoting work-life integration.

• Employee Assistance Program: Support services for personal and professional well-being.

• Potential for Bonuses: Performance-based incentives may be available.

Working Hours:

• Standard full-time working hours are approximately 40 hours per week.

• While the role is hybrid, there is an expectation of willingness to work on-site, including on short notice, to facilitate in-person collaboration and workshops.

📝 Enhancement Note: The salary estimate is based on research for similar roles in the Italian market, specifically in the Piedmont region, considering the experience level and industry. Benefits are typical for established Italian companies and are tailored to support employee well-being and professional growth in a hybrid work environment.

🎯 Team & Company Context

🏢 Company Culture

Industry: Insurance & Financial Services. Reale Mutua Assicurazioni is a prominent Italian insurance group with a long history, operating in a highly regulated and competitive market that requires innovation and operational excellence.

Company Size: Large Enterprise. As a significant player in the insurance sector, Reale Mutua likely has a substantial employee base and complex organizational structures, offering diverse opportunities for process improvement and strategic impact.

Founded: 1828. With a history spanning nearly two centuries, Reale Mutua possesses a strong legacy and established reputation, likely balancing tradition with a forward-looking approach to innovation and transformation.

Team Structure:

• Department: Organization and Process Transformation. This team is central to driving strategic change and operational efficiency across the company.

• Reporting: The Service & Business Designer will report into a manager or lead within the Organization and Process Transformation team, likely with a dotted line to project leads or business unit stakeholders.

• Collaboration: The role demands extensive collaboration with cross-functional teams, including IT, UX/UI designers, business analysts, product owners, and representatives from various operational departments.

Methodology:

• Design Thinking: The core methodology for problem-solving and innovation, emphasizing empathy, user-centricity, and iterative development.

• Agile & Lean: Principles adopted for efficient project management, rapid iteration, and continuous improvement of processes and services.

• Data-Driven Decision Making: Utilization of qualitative and quantitative data, along with KPIs, to inform strategy, measure impact, and drive continuous optimization.

Company Website: https://www.realemutua.it/

📝 Enhancement Note: The company's long history suggests a culture that values stability and customer trust, while its presence in the "Organization and Process Transformation" area indicates a commitment to modernization and efficiency. The team structure requires strong interpersonal skills and the ability to navigate a large corporate environment.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a mid-level specialist, requiring foundational expertise and the ability to operate with a degree of autonomy on defined projects. It serves as a crucial link between strategic initiatives and operational execution.

Reporting Structure: The Service & Business Designer will likely report to a Senior Service Designer, a Transformation Manager, or a Head of Process Optimization. They will work closely with project sponsors and subject matter experts from various business units.

Operations Impact: The role has a direct impact on improving operational efficiency, enhancing customer and employee experiences, and driving business value through process and service innovation. Success is measured by tangible improvements in KPIs and successful implementation of new operational models.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas like customer journey mapping, business model innovation, or digital transformation within the insurance sector.

• Leadership: Progress to a Senior Service Designer or Team Lead role, managing larger projects and mentoring junior team members.

• Cross-Functional Movement: Potential to move into roles within business analysis, project management, UX strategy, or product management within Reale Mutua.

• Continuous Learning: Opportunities to gain further certifications in advanced Design Thinking, Agile frameworks, or specialized areas like sustainability.

📝 Enhancement Note: This role offers a solid foundation for a career in operational transformation and service innovation. The growth path is well-defined, emphasizing deep operational expertise and the potential for leadership within a large, established organization.

🌐 Work Environment

Office Type: Reale Mutua operates with a hybrid work model, combining the benefits of remote flexibility with the necessity of in-office collaboration. The office environment in Torino is expected to be professional and conducive to focused work, team meetings, and workshops.

Office Location(s): The primary work location is Torino, Italy. Specific office addresses and details regarding hybrid work arrangements (e.g., number of days in office) would be clarified during the interview process.

Workspace Context:

• Collaborative Spaces: The office likely features meeting rooms, breakout areas, and potentially dedicated innovation labs designed to foster creative problem-solving and cross-functional teamwork.

• Technology & Tools: Access to standard office technology, high-speed internet, and the necessary software for design, analysis, and communication (e.g., Figma, Miro, Microsoft Office Suite).

• Team Interaction: Regular opportunities for face-to-face interaction with colleagues, fostering a strong sense of team cohesion and enabling dynamic problem-solving sessions.

Work Schedule: The standard work schedule is full-time, approximately 40 hours per week. While hybrid, the role requires flexibility for on-site presence, especially for critical project phases, workshops, and team meetings, which may sometimes require short-notice attendance.

📝 Enhancement Note: The hybrid nature of the role requires individuals to be self-motivated and disciplined when working remotely, while also being adaptable and available for in-person collaboration. The emphasis on "on short notice" for on-site work suggests a dynamic project environment.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or HR representative will conduct an initial review of your application and resume to assess basic qualifications and cultural fit.

• Hiring Manager Interview: A discussion with the hiring manager to delve deeper into your experience with Design Thinking, Agile, and your approach to service/business design challenges. Expect behavioral questions and scenario-based inquiries.

• Portfolio Presentation & Technical Interview: A key stage where you will present selected case studies from your portfolio to a panel (likely including the hiring manager and team members). This will focus on your methodology, problem-solving skills, and the impact of your work. You may also be asked to complete a small design or analysis exercise.

• Cross-functional Team Interview: An opportunity to interact with potential colleagues from different departments (e.g., IT, business units) to assess your collaboration style, communication skills, and ability to integrate into cross-functional teams.

• Final Interview: Potentially a discussion with a senior leader within the transformation or organization department to confirm strategic alignment and overall fit.

Portfolio Review Tips:

• Curate Strategically: Select 3-4 projects that best showcase your end-to-end Service/Business Design capabilities, highlighting your role and contributions.

• Focus on Process & Impact: Clearly articulate the Design Thinking or Agile processes you followed, the challenges encountered, your solutions, and, most importantly, the measurable business impact (KPIs, ROI).

• Tell a Story: Structure your presentations as compelling narratives: problem, process, solution, and outcome. Use visuals effectively.

• Quantify Achievements: Wherever possible, use data and metrics to demonstrate the success of your interventions.

• Tailor to Reale Mutua: If possible, subtly align your examples with the insurance industry or demonstrate an understanding of their operational context.

Challenge Preparation:

• Design Thinking Scenarios: Be prepared for hypothetical scenarios asking how you would approach a specific business problem using Design Thinking.

• Process Analysis: You might be asked to analyze a simplified process and propose improvements or identify potential pain points.

• Tool Proficiency: Be ready to discuss your experience with Figma and Miro, potentially demonstrating basic functionalities or discussing how you've used them in past projects.

• KPI Setting: Practice defining relevant KPIs for hypothetical service improvements or operational changes.

📝 Enhancement Note: The interview process emphasizes practical application of skills, particularly through portfolio presentation. Candidates should prepare to not only talk about their experience but also demonstrate it through detailed case studies and potentially practical exercises.

🛠 Tools & Technology Stack

Primary Tools:

• Prototyping & Collaboration: Figma, Miro. These are essential for user interface design, wireframing, journey mapping, system mapping, and collaborative brainstorming sessions.

• Research & Analysis: Tools for surveys (e.g., SurveyMonkey, Google Forms), data analysis (e.g., Excel, potentially BI tools), and qualitative data synthesis.

• Presentation: Microsoft PowerPoint for creating compelling presentations of findings and proposals.

Analytics & Reporting:

• Data Analysis: Microsoft Excel for quantitative data analysis, trend identification, and KPI tracking.

• Reporting: Proficiency in creating clear and concise reports, potentially using presentation software or basic dashboarding tools.

CRM & Automation:

• While not explicitly mentioned as primary tools for this role, an understanding of how CRM systems (e.g., Salesforce, though not specified for Reale Mutua) and automation platforms impact customer journeys and operational efficiency would be beneficial.

• Familiarity with user story creation and flowcharts implies interaction with project management and development tools.

📝 Enhancement Note: The core technical requirements revolve around collaborative design and prototyping tools (Figma, Miro) and strong analytical capabilities using spreadsheet software (Excel). The ability to translate research and analysis into clear presentations is also key.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A fundamental value, extending to both external customers and internal stakeholders, ensuring that all operational changes aim to improve experiences.

• Innovation & Transformation: A proactive approach to challenging the status quo and seeking new, disruptive ways to improve operational models and services.

• Collaboration & Teamwork: A strong emphasis on working together across departments to achieve common goals, fostering a supportive and cooperative environment.

• Data-Driven Improvement: A commitment to using data and measurable results to guide decisions, track progress, and ensure the effectiveness of implemented solutions.

• Integrity & Professionalism: Upholding high ethical standards and demonstrating respect, diplomacy, and passion in all interactions.

Collaboration Style:

• Cross-functional Integration: Actively seeking to involve and collaborate with diverse teams (IT, business units, UX) throughout the project lifecycle.

• Workshop Facilitation: Leading group sessions to drive consensus, generate ideas, and co-create solutions, ensuring all voices are heard.

• Feedback Loops: Encouraging open communication and constructive feedback to continuously refine processes and designs.

• Knowledge Sharing: Willingness to share insights, best practices, and learnings across teams to foster a culture of continuous learning and improvement.

📝 Enhancement Note: The emphasis on "satisfaction of our internal ones" alongside external customer experience suggests a culture that values employee well-being and empowers them as crucial contributors to overall business success. The "positive, flexible, diplomatic, assertive, passionate, and kind" attributes highlight a desired blend of professional competence and interpersonal skill.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating a Large Organization: Adapting to the established processes and stakeholder dynamics within a large, historic insurance company.

• Balancing Innovation with Tradition: Introducing disruptive new models while respecting existing structures and compliance requirements.

• Quantifying Intangibles: Effectively measuring the ROI of service design initiatives, especially those focused on qualitative improvements like employee or customer satisfaction.

• Cross-Departmental Alignment: Securing buy-in and coordinating efforts across multiple departments with potentially competing priorities.

Learning & Development Opportunities:

• Industry Expertise: Gaining deep knowledge of the insurance and financial services sectors, including specific processes and regulatory landscapes.

• Advanced Methodologies: Opportunities to deepen expertise in areas like behavioral economics, sustainability design, or advanced business model innovation.

• Project Leadership: Taking on more complex and strategic projects, leading larger teams, and influencing higher levels of management.

• Mentorship: Potential to be mentored by experienced transformation leaders within Reale Mutua, and to mentor junior colleagues as the role progresses.

📝 Enhancement Note: This role offers a significant opportunity to develop expertise in operational transformation within a stable, reputable industry. The challenges are typical of large-scale organizational change, providing a rich learning ground for ambitious professionals.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used Design Thinking to solve a complex business problem. What was your process, and what was the outcome?"

• "How do you approach identifying and prioritizing pain points in an existing operational process?"

• "Imagine you need to design a new digital service for insurance policyholders. Outline your initial steps and key considerations."

Company & Culture Questions:

• "What do you know about Reale Mutua and the insurance industry?"

• "How do you maintain a positive and diplomatic attitude when dealing with stakeholders who may resist change?"

• "Describe your ideal team environment and how you contribute to collaboration."

Portfolio Presentation Strategy:

• Structure: Use a clear problem-solution-impact framework for each case study.

• Visuals: Employ strong visuals (journey maps, wireframes, screenshots) to illustrate your work.

• Tool Discussion: Be prepared to discuss your specific use of Figma and Miro in your projects.

• KPI Focus: Emphasize the metrics you used and the results achieved. For example, "We reduced process cycle time by X%," or "Customer satisfaction scores improved by Y points."

• Role Clarity: Clearly define your specific role and contributions within each project, especially if it was a team effort.

📝 Enhancement Note: Interviewers will be looking for evidence of practical application of Design Thinking and Agile principles, strong analytical skills, and the ability to translate complex problems into actionable solutions with measurable impact. Demonstrating cultural fit by referencing the company's values (e.g., customer focus, collaboration) will also be beneficial.

📌 Application Steps

To apply for this Service & Business Designer position:

• Submit your application: Navigate to the provided Oracle Cloud job portal link and submit your resume and any requested supporting documents.

• Tailor your Resume: Highlight your experience with Design Thinking, Agile methodologies, specific tools like Figma and Miro, and any relevant insurance/finance industry experience. Quantify your achievements with metrics.

• Prepare your Portfolio: Select 2-3 strong case studies that best represent your skills in service design, business process analysis, and user-centered innovation. Ensure they clearly demonstrate your process, role, and measurable impact.

• Research Reale Mutua: Understand their business, industry, and any recent news or initiatives related to innovation or transformation to tailor your answers and demonstrate genuine interest.

• Practice your Presentation: Rehearse presenting your portfolio case studies, focusing on clarity, conciseness, and the ability to articulate your thought process and results effectively.

⚠️ 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.