Senior Service & Experience Designer

Job Description:
You are a noted Senior Service and Experience Design star. You’re a known leader with incredible design knowledge and successful projects under your belt. Your ability to uncover user needs through research, and develop deep human insights, allow you to define visions for differentiated end to end experiences and solutions that meet both business and user needs, and consider a broader ecosystem. You thrive working in a fast-paced, dynamic environment, and relish acting as a mentor to more junior designers. You inspire confidence immediately with a client and are brought in for more challenging or advanced clients, to guide and support other designers You are inspired by innovative services and experiences, follow the latest design trends, and regularly learn new skills and methods to collaborate with design and delivery teams to bring these experiences to life and at scale. You’re an organized project team player with the ability to iron out an amorphous process and effectively lead the team’s deliverables, responsibilities and schedule.

The work:

• Offer counsel to clients on a consistent basis and are often seen as a part of “their” team
• Explain and sell design decisions to clients and stakeholders
• You are able to work with the client to frame the problem by gaining a full understanding of the questions, scope, and overall context for the service
• Confident in drawing out as much as you can from clients’ existing experiences and research to ensure we’re on the same page and know enough about the context today and emergent behaviors to envision what could be tomorrow
• Comfortable leading and providing structure to potentially amorphous or evolving processes
• Collaborate with other designers, strategists, and our client team to understand user needs, identify design opportunities, and create meaningful user experiences.
• Lead Interaction and Service Design activities on projects, including client workshops, creative brainstorms, interaction design, and service design definitions.
• Lead the team’s deliverables, responsibilities and schedule while maintaining the integrity of design process
• Comfortable working as a solo-designer, team member, or team lead
• Collaborate effectively with remote and onsite team members, including but not limited to designers, strategists, project/product managers, business analysts, data analysts, change management experts, and technical architects
• You lean into team building, learning, and benchmarking through collaborative and immersive sessions with clients and users
• Conviction to champion your perspective while successfully collaborating with other points of view
• Participate in and contribute to Project Debriefs, project templates and design POV’s
• You can make sense out of data and lead teams of many sizes to collaboratively do the same through different information gathering activities
• You have enough knowledge and demonstrate an interest in technology to be able to dive deeper into the understanding of technology implications for a proposed service
• Have a Human Centered Design approach in solving user needs with deep user empathy
• You have experience in creating behavioural segmentation
• Work directly with clients, users, peers and design leads to design end-to-end experiences using participatory and iterative design techniques including observational studies, user interviews, and other forms of qualitative and quantitative research to uncover insights, learn about user behavior and verify design concepts
• Effectively communicate and storytell research findings, insights, conclusions, ideas, and design rationale both verbally and visually, in a manner that can be digested and actionable by our client and our team members
• Ability to conduct heuristic and functional reviews of other experiences
• Apply design thinking to create world-class omnichannel experiences by bringing together user needs, business goals and technical realities
• Create instant tangibility for the team and the client through storytelling and rapid prototyping methods, ranging from paper sketching to digital prototyping
• Mentor other novice design practitioners
• Create communication artifacts that define service design as a practice

Qualifications