Principal Service Designer

Position Overview

We are looking for a Senior Service Designer reporting to the Manager Journey Management and Discovery Research within the Growth Experience and Technology organization. The GET team ensures delivery of a seamless experience across the full customer life cycle from discovery, consider, buy, onboard, use, and extend, integrating front of house with back of house experiences. Our team partners with marketing, sales, customer success, legal, engineering, product management, analytics, user research/insights and others to achieve success together.

This position will support the Experience Design organization through mapping and improving the end-to-end customer experience for our products and services. This position significantly contributes to maturing an enterprise Journey Management capability by managing an ongoing innovation pipeline experience-first. You are an advanced systems and process thinker with hands-on experience working in corporate design organizations and expertise in Service Design, Journey Management, by modeling of business impact when making insight-based improvement recommendations.

In this role, you will focus on business outcomes to shape Autodesk’s customer experiences and guide working teams on how to grow a seamless, effortless, and cohesive digital experience across all phases of the customer journey. You have multi-method service design and research skills, can work through all phases of the design process, and can lead collaborations with diverse and global teams. You will collaborate with multiple levels of seniority which includes researchers, UX designers, product designers, content writers, product managers, engineers, and partners who share your experience delivering experiences to differentiate Autodesk in the marketplace.

Please include resume and portfolio with access/password when applying.

Responsibilities

• Map persona-based journeys with a holistic view of the experience by identifying important touchpoints and moments that matter, how those touchpoints are connected, and how people experience Autodesk
• Collaboration with leaders:  develop a network of collaborators across departments and seniority levels
• Co-creation: facilitate collaborative workshops with partners throughout the company
• Business outcomes: map and measure business outcomes to key moments in the journey
• Produce artifacts such as journey maps, service design blueprints, service prototypes, integrating business process mapping where appropriate
• Platform, process, governance: Co-develop a journey management framework, help implement it
• Education and enablement: Develop and deliver Journey Management training and coaching, including the development of training presentations, self-service guides and videos, scheduled cadences, and events
• Partner with CX, research teams, analytics, and other cross-functional teams to refine and monitor experience metrics and VOC

Minimum Qualifications

• 7+ years of demonstrated experience in service design and research methods (quant and qual)
• Several years of experience in leveraging data science to substantiate decisions, as well as making design recommendations for next-generation personalized experiences
• Proven adoption of AI tools into the research and design process
• Team player with user-centric empathy
• Experience delivering multiple digital products from start to finish, delivering e-commerce solutions at enterprise scale
• Able to break down complex concepts and communicate them across different audiences
• Experience working in collaborative engagement models that involve representation from a range of fields
• Facilitation skills, co-creation methods, ethnographic research, and prototyping
• Practical experience with scaling journey management
• Ability to inform business strategy using design methods
• 5+ years of experience using collaboration and design tools such as Mural, Figma, FigJam
• 4+ years of active experience with Journey Management tools such as TheyDo, Smaply, Journeytrack, etc.
• Familiarity with the Microsoft suite of products, notably Teams, Excel, SharePoint, Power BI, Power Automat