Job Description

We're looking for a Service Designer to craft user-centered service experiences across digital and physical touchpoints. You'll lead research, co-create solutions, and collaborate with global teams to improve services that support our academic mission, transforming complex systems into intuitive, impactful journeys for students, staff, and stakeholders.

As part of our commitment to fostering a collaborative team environment, this role requires working fully on-site.

Tasks & Responsibilities

Craft the design and optimization of complex, end-to-end service journeys across platforms, operations, and human touch points. Conduct in-depth user research using qualitative and quantitative methods to uncover pain points and develop actionable insights. Develop and test service improvements through tools such as service blueprints, journey maps, and prototypes. Collaborate closely with product managers, designers, developers, and business stakeholders across Basel and China. Align service design work with business objectives by identifying user needs and opportunities within internal and external services. Moderate and facilitate cross-functional workshops to ideate, validate, and prioritize service solutions. Apply Design Thinking and usability heuristics to ensure every service touchpoint is intuitive, efficient, and user-friendly. Create wireframes, service maps, and documentation to clearly communicate concepts and processes. Drive continuous innovation by integrating user feedback and performance data into iterative design improvements.

Additional Responsibilities

Work effectively in a cross-cultural, international teams. Create and maintain service playbooks, design systems, and documentation to embed service design into product development practices. Track service success using relevant KPIs such as satisfaction, efficiency, and conversion. Use analytics tools (e.g. GA, Matomo) to assess service usage and guide design decisions. Translate complex requirements into clear, user-centric journeys aligned with business goals. Confidently present your work and vision to stakeholders, leadership, and owners. Support and mentor designers, promoting service design and collaborative learning. Apply and manage Design Systems within Figma for consistency and scalability.

Requirements

A Bachelor's degree in an interaction design, experience design, service design or related field is required. A Master's degree is preferred, interaction design, experience design, service design or related field. A minimum of 2 to 5 years of professional experience in Service Design or UX Design. Proficiency in English at C1 or C2 level is required. Technical and Research Skills: + Advanced expertise in Service Design methodologies.
+ Advanced skills in UX research methods, both qualitative and quantitative.
+ Working knowledge of Design Systems (intermediate level).
+ Intermediate experience with analytics tools such as Google Analytics or equivalents.
+ Advanced proficiency in design software such as Figma or Miro.
Soft Skills: + Demonstrated self-motivation.
+ Strong communication skills, able to bridge the gap between technical, design, and academic stakeholders.
+ A respectful and professional demeanor.
+ A highly collaborative mindset, especially in team-based, iterative project environments.

What we offer

The opportunity to contribute to the academic/scientific community; Flexible working hours; Team bond strengthening through team-building events; Professional growth opportunities with our global training system; Working in a collaborative, diverse, and socially responsible team; Company retreat facility; Full-coverage insurance for accidents/daily sickness; Prime location near Basel train station and city center; And more

If you are interested in this position, we look forward to receiving:

A motivational letter (EN) that briefly describes your motivations for joining MDPI A resume (EN) including personal information, past & current education, Copy of ID and Diplomas If available: reference letters and certificates.

About MDPI

A pioneer in scholarly open access publishing, MDPI has supported academic communities

since 1996

. Our mission is to foster open scientific exchange in all forms, across all disciplines. We operate more than

400 diverse, peer-reviewed

, open access journals supported by over

66,000 academic editors

. We serve scholars from around the world to ensure the latest research is openly and broadly available.

MDPI is headquartered in Switzerland with additional offices in Europe, Asia and North America

. We are committed to ensuring that high quality research is made available as quickly as possible. We also support sustainability projects, with sustainability as a key theme in many journals and through the MDPI Sustainability Foundation.

Initiatives

At MDPI, we develop and maintain various platforms in order to better serve the scientific community. Please find here-below a list of our main platforms:


https://www.mdpi.com

https://www.mdpi.com/books/

https://sciprofiles.com

https://sciforum.net

https://www.scilit.net

https://www.preprints.org

https://encyclopedia.pub

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