About the job

Our Team:

This position is part of the Service Excellence team (formerly C2R), a transversal organization into Sanofi Business Operations. Service Excellence focus is to seamlessly connect Sanofi employees and third parties with the support teams and resolve their queries, driving customer centricity and user experience.

The Senior Experience Designer supports the design and improvement of service management processes and tools, focusing on enhancing user experience. This role also contributes to the satisfaction measurement framework implementation and helps analyze feedback to drive continuous improvement.

Main responsibilities:

Experience Design Implementation

• Support the design of user journeys across service management processes and tools
• Implement experience design solutions following established guidelines and standards
• Contribute to the improvement of service accessibility and usability
• Assist in documenting user flows and experience requirements

Satisfaction Measurement Support

• Help implement satisfaction surveys and feedback collection mechanisms
• Assist in gathering and organizing user feedback from various channels
• Support the analysis of satisfaction data to identify trends and improvement areas
• Prepare regular reports on satisfaction metrics and key findings

User Research Assistance

• Participate in user research activities to understand needs and pain points
• Help create and maintain user personas and journey maps
• Collect and organize user feedback and behavioral data
• Support the documentation and communication of user insights

Experience Improvement Projects

• Implement experience improvements based on user feedback and research findings
• Support the testing and validation of new experience designs
• Monitor the impact of implemented changes on user satisfaction
• Document best practices and lessons learned from improvement initiatives

Stakeholder Collaboration

• Work with cross-functional teams to implement user-centered approaches
• Communicate user needs and experience requirements to technical teams
• Support the preparation and facilitation of design workshops
• Educate colleagues on basic experience design principles

About you

Experience:

• 2-3 years of experience in user experience design, service design, or related fields
• Experience participating in user research and feedback collection activities
• Familiarity with satisfaction measurement methods and tools
• Basic understanding of service management processes and tools

Soft skills:

• Good empathy and ability to understand user perspectives
• Effective communication skills with ability to explain design concepts clearly
• Team-oriented with willingness to collaborate across functions
• Detail-oriented with focus on quality and consistency
• Eager to learn and apply new experience design approaches

Technical skills:

• Proficient in experience design methodologies and user research techniques
• Working knowledge of satisfaction measurement approaches
• Ability to create journey maps and other user experience visualizations
• Basic understanding of design thinking and problem-solving methodologies
• Familiarity with service management concepts

Languages: English (fluent)