Senior Staff Service Designer

About the Team:

Design at Gusto is made up of over 70 creative, collaborative people who care deeply about our mission to empower small businesses and their employees. We’re a cross-functional bunch focused on Design, Research, Writing, Ops, and Front-end Development who are always looking for opportunities to build understanding and empathy for the people who use Gusto. We don’t care a whole lot about swim lanes and we work closely with our partners in Product, Engineering, Data, CX, Marketing, and Sales to design, build, and ship holistic customer experiences that make a difference. We are passionate advocates for thoughtful, crafted, and inclusive experiences and we believe great design can make hard things possible, even delightful. Read more about Design at Gusto.

Here’s what you’ll do day-to-day:

• Lead the end-to-end service design process for products and services that help small business owners and their employees thrive.
• Define and align on medium-term visions for the software-to-service experience, ensuring alignment across multiple groups and driving tangible impact for customers.
• Develop a deep understanding of customer needs by leveraging quantitative and qualitative insights to inform and evolve the customer experience.
• Collaborate with cross-functional teams to concept, blueprint, and implement compelling service experiences that are cohesive, inclusive, and impactful for small businesses.
• Partner with R&D, service, and other teams with internal and external stakeholders to identify and prioritize new opportunities and solve complex problems.
• Advocate for a user-centered approach and lead strategic initiatives that significantly improve the experience for small business owners and internal teams.
• Contribute to the evolution of the service design practice by contributing to frameworks, documentation, and learning tracks that scale across the organization.
• Clearly and persuasively communicate vision and concepts to a variety of audiences, including leadership, to create alignment and motivate action toward a long-term design vision.

Here’s what we’re looking for:

• You have 8+ years of experience in service design, with a strong background in tech and a proven ability to collaborate with cross-functional teams to create holistic customer experiences.
• You possess a broad understanding of design practices across product, brand, and service, which you can demonstrate with a portfolio.
• You have a proven track record of building customer trust and loyalty and business value by meeting and exceeding user expectations.
• You are proficient at mapping user journeys and end-to-end experiences to identify new opportunities.
• You have a demonstrated ability to influence strategic decisions across multiple groups by prioritizing customer needs and articulating your rationale.
• You are comfortable working with and communicating effectively with senior-level stakeholders and leadership.
• You can proactively lead and organize service design projects, effectively planning and prioritizing efforts to focus on high-impact moments.
• You have a deep understanding of customer needs and a history of leveraging that insight to influence business strategy and resolve challenging cross-functional issues.