Service and Digital Product Designer

Who We Are:
At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse.
Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences. Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work.

ABOUT THE ROLE

We are searching for a Service and Digital Product Designer to join our Transformation Department in Milan.
You will design seamless, human-centered journeys across services and digital products, turning insights into actionable designs that balance user needs and business goals. By combining creative problem-solving with analytical thinking, you'll help us create solutions that matter.
This is a hybrid role, reporting to the Service Design Director, with flexibility to work both remotely and from our Milan office.

KEY RESPONSIBILITIES

1. Conduct user research to uncover behaviors, needs, and pain points, transforming findings into personas, user journeys, and interaction flows.
2. Design intuitive user interfaces using tools like Figma, and develop deliverables such as information architecture, wireframes, prototypes, and design documentation.
3. Collaborate with developers, copywriters, and graphic designers to ensure cohesive execution of the design vision.
4. Assess existing platforms for usability and recommend improvements aligned with user expectations.
5. Facilitate user testing sessions to gather feedback and iterate on designs.
6. Contribute to creating and maintaining design systems and UI guidelines.
7. Proficiency in leveraging data in service design to inform design decisions and generate insights, creating evidence-based, customer-centric experiences, and managing data collection in complex environments such as CRM systems and big data analytics.

WHAT WE'RE LOOKING FOR

We're seeking a designer with a passion for creating impactful experiences, who thrives in collaborative environments and embraces new technologies.
Skills and Experience

1. Education: Bachelor's degree in human-centered design, liberal arts, or related fields (or equivalent experience).
2. Experience: 4-6 years in service design or digital product design, ideally within a digital agency.
3. Technical Proficiency:
   Expert in Figma; familiarity with Sketch, Adobe XD, and InVision is a plus.
4. Strong skills in creating high-fidelity prototypes and mockups.
5. Understanding of AI tools and their application in design.
6. Design Expertise:
   Proficiency in user-centered design, responsive interfaces, and platform-based solutions.
7. Ability to simplify complex workflows into clear, intuitive interfaces.
8. Collaboration: Comfortable working in multidisciplinary teams, with strong communication skills to align stakeholders around shared goals.
9. Personal Qualities:
   A problem-solver who combines creativity with structured methodologies.
10. A continuous learner, curious about emerging trends and tools.

WHAT WE OFFER

1. A supportive and inclusive work environment where your ideas matter.
2. Opportunities to work on impactful projects for global brands.
3. Continuous learning through access to cutting-edge tools, mentorship, and industry events.
4. Flexibility with a hybrid work model tailored to foster productivity and balance.
5. A chance to be part of a global network of innovators, creators, and change-makers.

SELECTION PROCESS

Along with your CV and portfolio, you'll complete a short design challenge to showcase your skills. This will help us understand your creative approach and problem-solving abilities.

#LI-EMEA #LI-HYBRID
We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we've adopted a hybrid approach, with teams in the office an average of four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP (VML) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.

VML is a WPP Agency. For more information, please visit our website, and follow VML on our social channels via Instagram, LinkedIn, and X.

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