Service Design Intern

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections,  where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

You will join the Customer Experience, Research & Strategy team at Roche Diagnostics in Sant Cugat. This team sits at the heart of how Roche understands and designs for the people who rely on diagnostic solutions — from lab professionals to clinicians and patients. The team combines rigorous research with strategic design to shape services and experiences across digital and physical touchpoints.

About the role

As a Service Design intern you will contribute to real research and design projects from day one. Working alongside senior designers and researchers, you will help map the end-to-end experiences of Roche's customers, conduct user research, and explore how conversational interfaces — chatbots, voice assistants, and AI-powered agents — can better serve the needs of healthcare professionals.

Over the course of a full year you will move through the entire design cycle — from discovery and research through to prototyping and delivery — building a rich, evidence-based portfolio in one of the most complex and meaningful design contexts there is.

What you'll do

Research support

• Assist in planning and facilitating user interviews, contextual enquiries, and usability sessions with healthcare professionals

• Help synthesise qualitative findings through affinity mapping and insight frameworks

• Contribute to personas, journey maps, and mental model documentation

• Support the team in maintaining research repositories and knowledge assets

Service design

• Contribute to service blueprints and experience maps that reveal systemic friction

• Participate in co-design workshops with internal teams and external stakeholders

• Help build and iterate on prototypes for concept testing

• Document design decisions and produce artefacts that communicate intent clearly

Conversational design

• Support the design of dialogue flows and conversation scripts for chat and voice interfaces

• Help define tone of voice guidelines for automated interactions in a healthcare context

• Assist in evaluating conversational prototypes with real users and documenting findings

• Research best practices in NLP, intent design, and accessible conversational UX

Collaboration

• Work in cross-functional squads alongside product managers, engineers, and clinical experts

• Present work-in-progress in team reviews and design critiques

• Contribute to team rituals: stand-ups, retrospectives, and design community sessions

• Bring fresh perspective and curiosity to a team that values diverse viewpoints

Who we're looking for

• Currently enrolled in a degree in Service Design, Interaction Design, HCI, UX, or a related field

• Genuine interest in human-centred research — you are curious about people and why they behave as they do

• Exposure to conversational design, dialogue writing, or NLP through coursework or personal projects

• Comfort with ambiguity and the ability to ask good questions in complex environments

• Clear communication in English (working language of the team); Spanish is a plus

• A portfolio or project work demonstrating research and/or design thinking

Nice to have

• Familiarity with tools such as Figma, FigJam, Miro, or Dovetail

• Interest in healthcare, diagnostics, or life sciences

• Exposure to systems thinking, service blueprinting, or design research methods

• Any experience with chatbot platforms or voice assistant design

• Strong visual communication skills — the ability to make complexity legible

What we offer: The internship experience

• A full year of meaningful contributions to live projects that affect real healthcare outcomes

• Close mentorship from senior service designers and researchers throughout the engagement

• Exposure to a global, multidisciplinary team with deep domain expertise

• Hybrid working with a modern campus in Sant Cugat del Vallès

• Internship stipend in line with local market standards

• A substantial portfolio piece built over 12 months in a regulated, high-complexity design environment

 Apply with your CV and a portfolio — a few examples of design thinking, research, or conversation work is enough. We care more about how you think than how polished the output is. 

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.