Service Design Lead

Dr. Reddy’s Laboratories Ltd. is a leading multinational pharmaceutical company based across global locations. Each of our 24,000 plus employees comes to work every day for one collective purpose: to accelerate access to affordable and innovative medicines because Good Health Can’t Wait.

We started in 1984 with a modest investment, 20 employees and a bold vision. Today, we have research and development centres, manufacturing facilities or a commercial presence in 66 countries.

For nearly four decades, we have stood for access, affordability and innovation based on the bedrock of deep science, progressive people practices and robust corporate governance. As the pharmaceutical industry evolves and undergoes disruption, we see an opportunity – to strengthen our core further (the next steps) and to build the future (the new bets).

‘The Next and the New’ is how we aim to continue to be the partner of choice – purpose-driven, future-ready and sustainable. Our aim is to reach over 1.5 Bn+ patients across the world by 2030 by growing our core businesses and building for the future with sustainability at the core of our purpose and strategy. Sustainability for us means operating in a manner that respects people, planet and purpose – helping us conserve precious resources, serve our patients, create value for stakeholders, give back to society, fulfil our potential and maintain our integrity and transparency

Dr Reddy’s maintains a work environment, free from discrimination and is an equal opportunity employer. We are committed to employ & nurture all qualified diverse workforce without regard to race, colour religion, nationality, sex, age, disability status, genetics, sexual orientation, gender expression, citizenship or any other characteristic or classification protected by applicable law(s) of the country we operate in. We treasure every talent, and recognize merit and diversity in our organization.

Job Description:

As a Service Designer at Dr. Reddy's Internal Experience Design Studio, you will collaborate with various departments to identify and address service gaps, improve customer and patient experiences, and drive innovation. You will be instrumental in designing services that are user-centered, efficient, and aligned with our mission of providing affordable and innovative medicines.

Key Responsibilities:

• Conduct comprehensive user research to understand the needs, pain points, and behaviors of customers and patients.
• Develop user personas, journey maps, and service blueprints to guide design decisions and strategies.
• Collaborate with cross-functional teams, including product managers, engineers, and customer support, to define and prioritize service improvements.
• Design and prototype end-to-end service experiences, including touchpoints and interactions.
• Conduct usability testing and gather feedback to refine and iterate on designs.
• Work closely with stakeholders to implement and launch new service initiatives.
• Monitor and evaluate the performance of services, using data-driven insights to recommend and implement enhancements.

Qualifications:

• Bachelor's degree in Service Design, Interaction Design, User Experience, or a related field.
• Proven experience as a Service Designer or similar role, preferably within the healthcare or pharmaceutical industry.
• Strong portfolio showcasing service design projects and methodologies.
• Proficiency in design tools such as Sketch, Figma, or Adobe XD.
• Excellent communication and collaboration skills.
• Strong analytical and problem-solving abilities.
• Familiarity with agile development processes.