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 toolsImplement experience design solutions following established guidelines and standardsContribute to the improvement of service accessibility and usabilityAssist in documenting user flows and experience requirements

Satisfaction Measurement Support

Help implement satisfaction surveys and feedback collection mechanismsAssist in gathering and organizing user feedback from various channelsSupport the analysis of satisfaction data to identify trends and improvement areasPrepare regular reports on satisfaction metrics and key findings

User Research Assistance

Participate in user research activities to understand needs and pain pointsHelp create and maintain user personas and journey mapsCollect and organize user feedback and behavioral dataSupport the documentation and communication of user insights

Experience Improvement Projects

Implement experience improvements based on user feedback and research findingsSupport the testing and validation of new experience designsMonitor the impact of implemented changes on user satisfactionDocument best practices and lessons learned from improvement initiatives

 

Stakeholder Collaboration

Work with cross-functional teams to implement user-centered approachesCommunicate user needs and experience requirements to technical teamsSupport the preparation and facilitation of design workshopsEducate colleagues on basic experience design principles

About you

Experience:

2-3 years of experience in user experience design, service design, or related fieldsExperience participating in user research and feedback collection activitiesFamiliarity with satisfaction measurement methods and toolsBasic understanding of service management processes and tools

Soft skills:

Good empathy and ability to understand user perspectivesEffective communication skills with ability to explain design concepts clearlyTeam-oriented with willingness to collaborate across functionsDetail-oriented with focus on quality and consistencyEager to learn and apply new experience design approaches

Technical skills:

Proficient in experience design methodologies and user research techniquesWorking knowledge of satisfaction measurement approachesAbility to create journey maps and other user experience visualizationsBasic understanding of design thinking and problem-solving methodologiesFamiliarity with service management concepts

Languages: English (fluent)

Pursue progress, discover extraordinary

Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.

At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.

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