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Job Title

Job Description

This position is with the Service Experience Design team within the larger family of the award-winning Philips Design community. We shape end-to-end experiences across the customer lifecycle for our healthcare partners, seamlessly weaving the needs of both the front-line staff and behind-the-scenes roles.

We are a multi-disciplinary design team combining UX, service design, user research, and usability to understand the big picture and create solutions that scale. Within our team, your role will be to lead user research and usability testing to develop and share deep customer and employee insights across cross-functional teams, driving Philips’ service innovation with a customer-first mindset.

Your role:

• Initiate and carry out comprehensive analysis and research activities, framing opportunities across user journeys, personas, and service systems and contributing valuable input that drives the development of innovative and user centered service experiences.
• Review and improve (digital) design solutions with a holistic approach for service ecosystems and its interdependencies, considering the customers and employees using them.
• You will have experience understanding user needs and validating solutions at various stages of the process through user research activities like interviews, surveys, and usability testing. This should be both at the interface level and across end-to-end service journeys to ensure effectiveness and enhance overall user satisfaction.
• Apply creative expertise at a program level, demonstrating a high level of content specialization within the domain of health services, and embedded standards, knowledge creation, and practices that can scale across service experiences and delivery contexts.
• Promote effective collaboration and understanding of our users by fostering cocreation approaches between design, business stakeholders, and service teams, ensuring the exchange of ideas and perspectives to drive innovative, implementable service solutions. You should be able to influence the organization at scale and enhance collective understanding.
• Work within complex project constraints, including budget and time limitations, ensuring high quality standards for user research and usability testing are maintained, while balancing short-term and long-term objectives.

You're the right fit if you have:

• A proven track record of both up-front user research and usability design during solution development, with clear impact and value on the programs you were involved in.
• Ability to understand complex service ecosystems with various touchpoints, platforms and applications.
• Experience driving user understanding and alignment of a ‘Customer first’ mindset and methodology, across a complex landscape of stakeholders and solutions
• Skilled at researching and defining user requirements and insights at the ‘fuzzy’ front-end of a program and continue to support the creation of concepts from discovery through usability testing of design or development prototypes.
• Committed to elevating design quality through constructive feedback and design methodologies. Never accept the status quo!

How we work together
We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.

This role is an office role which can be based out of our Amsterdam office or high-tech campus at Eindhoven.

About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care here.

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