Senior Service & Experience Designer

THE ROLE & THE TEAM

The Senior Service & Experience Designer –  is an integral part of our Product & Engineering teams, by driving design and customer experience strategies and initiatives across the Shippit product.

You’ll work alongside seasoned product managers and engineers to help shape the products used by Shippit customers to build software that thousands of businesses trust to orchestrate the global movement of goods.

Joining Shippit at an exciting time where you will get a chance to experiment and drive AI design practice principles and workflows.

DAY TO DAY RESPONSIBILITIES

Design of services and products that Shippit customers experience. Design at Shippit is a horizontal service working across multiple squads and areas of the business.

• Create end-to-end service journeys and create service blueprints that connect front-stage product experiences with back-stage operational processes across Shippit’s platform.
• Identify pain points, service gaps, and opportunities with our products, surfacing issues that Ui-level design alone would miss.
• Partner and collaborate with product managers and engineers to create new experiences and enhance existing products.
• Facilitate cross-functional workshops to build shared understanding of the customer experience and drive a solution which meets customer and technical requirements.
• Advocate for the customer perspective and experience principles in planning, strategy, and prioritisation discussions.
• Conduct primary research including in-depth interviews, contextual inquiries, diary studies, usability testing, and concept validation with merchants and end-users
• Synthesise qualitative and quantitative research into actionable insights that directly inform product strategy and prioritisation.
• Design customer-focused product experiences for key initiatives, from discovery through to high-fidelity Ui and components for delivery.

OUR IDEAL SHIPPSTER

• Experience across experience design, UX research, and/or Service design – with demonstrated depth in at least two of the three.
• Experience in product organisations working alongside engineers and product managers.
• Comfortable with Rapid AI and Figma prototyping.
• Adept at Service, User journey and experience mapping.
• Excellent communication and storytelling skills.
• Research and user testing experience.
• A strong portfolio demonstrating end-to-end design work that spans research, service design, and product design methodology.

Desirable if you have:

• A background Designing SaaS based products
• Experience using AI workflows to improve quality and accelerate product delivery