Senior Service Designer

Your Role and Responsibilities

Co-Creation is at the heart of Kyndryl and therefore we believe is at the heart of progress. We are building our co-creation capability around principles of openness, empathy, inclusion, and customer centricity. Our aim is to provide a compelling environment in which customers, eco system partners and our own subject matter experts can explore, innovate, and design the mission critical systems of the future.

The Design Profession is central to our approach to co-creation and we are now recruiting for a range of senior design roles. In addition to formal academic design qualifications candidates will be selected based on a demonstrated portfolio of relevant work which highlights the candidate’s unique creativity, work style and achieved outcomes.

Kyndryl is seeking Service Designers with a passion for understanding people and placing the human experience at the heart of all decision-making. You will help define the capabilities needed to realize services that meet the needs of users and employees in thoughtful and innovative ways.

The Senior Service Designer improves user experiences by investigating, designing, aligning, and optimizing an organization’s operations to better support customer journeys. At the heart of service design as a practice and discipline is empathy and a desire to improve people’s lives.

As a Senior Service Designer at Kyndryl, you will be part of a diverse, dynamic, and multi-disciplinary team that determines how to solve complex business challenges with fit-for-purpose user experiences for internal and customer stakeholders. You have a drive to understand, connect, and help others, and the ability to explore diverse perspectives and experiences to bring “human-centered” strategies to our customers in the world’s most vital industries.

As a Senior Service Designer, you will contribute expertise to each phase of solution development:

Discovery
Senior Service Designers are committed to understanding and empathizing with stakeholders and customers. You know the right questions to ask at the right time and uncover the deeper meaning of the answers you receive. You will:

• Work with project/product teams to align on project objectives and shape workplans.
• Plan and undertake research with a range of end users to better understand their needs and their relationship with the factors that influence their environment.
• Observe stakeholders at various touchpoints throughout the user experience to identify problem areas and opportunities in the current state.
• Lead interviews, design thinking workshops, and design jams or hackathons
• Develop key insights about diverse audiences and segment by user needs.
• Prepare and present research playbacks and findings documents as system maps, customer journeys, scenarios, and service specifications.

Strategy
Translating insights into recommendations is a key strength of the Senior Service Designer, proposing changes and improvements to the existing user experience, or creating completely new user experiences where you have identified gaps. You will:

• Collaborate with internal teams to brainstorm viable solutions
• Determine and refine the concepts that best address user needs, anticipate future trends, and resolve potential problems
• Prepare and present the artifacts that best communicate your recommendations to the team and the customer
• Synthesize feedback and refine strategies

Design

Senior Service Designers rethink the way organizations get things done, designing, and integrating multiple components to create a complete user experience. You will:

• Leverage best practices to explore and communicate design and interaction concepts
• Use customer journey maps, service blueprints or prototypes to visualize the relationships between different service components
• Determine the best options for collector user feedback
• Synthesize and incorporate feedback to refine design and interactions

Required Technical and Professional Expertise

• Minimum 7+ years working in Service Design or organizational design departments focused on overall IT industry, operations, or engineering environment.
• Ability to synthesize research findings to uncover and articulate insights that will inform and inspire design
• Ability to shape and lead strategic systems thinking based on insights gathered through research
• Ability to link business value with “customer experience” by demonstrating the value of design in the enterprise
• Ability to influence and build relationships with senior executives
• Experience with stakeholder management and conflict resolution
• Exceptional communication and storytelling skills; fluency and confidence in inspiring teammates and partners with user-driven rationale
• Ability to operate successfully in ambiguous environments leveraging creative approaches and methodologies (such as Agile Practices, Design Thinking, Workshops, Garage Methodology)

Preferred Technical and Professional Experience

• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group (subject matter experts, developers, product owners and executives)
• Exceptional collaboration and relationship-building skills with the ability to develop working relationships at all levels of management, both inside and outside Kyndryl
• Ability to navigate effectively with Client/Kyndryl teams to identify and define visions, goals, prioritized work content, and planning activities
• Ability to adapt quickly to changing business and technology requirements