Service Designer

As a Service Designer, you will be responsible for balancing the intersection of human-centered design, business needs and requirements and the technical solution in the Service Design and Planning phases for the EI on BDM program. You will interpret and synthesized these components to create conceptual design, functional design in collaboration with Product management Planning teams. You will be responsible for guiding experience decisions, engage with multiple teams, and contribute to key decisions to drive planning efforts to meet delivery timelines in an agile delivery model. Advanced proficiency in User Experience and Techniques and Advanced proficiency in Service Design Thinking is required.

• Facilitate working sessions to gather insights, needs, and requirements and foster collaboration among stakeholders
• Create functional flows to visualize the user experience and partner with Product Managers to refine Features, providing a human-centered lens and design expertise for the proposed solution and its Acceptance Criteria
• Analyze insights and learnings from Generative Research to inform, evolve, and refine the target platform experience
• Create conceptual design assets as needed depending on the solution ranging from user flows, functional flows, journeys, conceptual mockups etc.
• Participate in feature creation, authoring for increased quality and hygiene
• Frame and tell the story of design solutions, explaining the team’s thinking and rationale in a compelling way. Contribute to the communication of research findings, conceptual ideas, service strategy, service delivery, and implementation.

Requirements

• Experience in one or more of the following disciplines, with a foundational understanding of the others: Design Research, Interaction Design, and Service Design.
• Demonstrated ability to apply human-centered design practices to solve complex business and customer challenges across diverse user groups, products, services, and channels.
• Experience designing and improving end-to-end experiences across both digital and physical touchpoints, with a focus on balancing user needs, business objectives, and operational considerations.
• Ability to translate research findings, customer insights, and business requirements into actionable design recommendations and solutions.

Preferred Qualifications

• Proficiency with Figma, including experience creating wireframes, user flows, prototypes, and collaborative design artifacts within cross-functional team environments.
• Experience planning, designing, and facilitating workshops, including the development of workshop activities, supporting materials, and stakeholder engagement strategies.
• Strong qualitative research skills, including conducting interviews, contextual inquiry, usability testing, and other research activities.
• Proven ability to synthesize large volumes of qualitative data into meaningful, human-centered insights that inform product, service, and experience design decisions.
• Excellent communication and collaboration skills, with experience working effectively across multidisciplinary teams and engaging diverse stakeholder groups.