Senior Service Designer

Job Description

In the role of Service Designer, you have the opportunity to

look beyond point solutions and apply design-led thinking to deliver new multi-channel service strategies, ecosystems, or even new businesses to the markets. You connect well with designers and non-designers, thrive in a highly collaborative environment and know how to tell a compelling story. You are a thorough, lateral thinker, who can pull up the sleeves and dig deep to deliver rewarding experiences.

You are responsible for the following high-level areas of concerns:

• Customer Focus – You prioritize the user experience above all else, consistently developing early-stage service prototypes and design statements to gain a deep understanding of customer behavior, business context, and industry domain.
• Design Acumen – You craft elegant service design solutions that delight our customers, utilizing your superior knowledge and sensibility in service design to meet user needs and business objectives.
• Business Impact – You drive alignment and commitment to service design decisions by soliciting, synthesizing, and managing stakeholder feedback. You partner with peers and stakeholders to deliver tangible results (early & often). You collaborate effectively with key functions, such as marketing, domain experts, IT, usability experts, and engineering.
• Best Practices and Improvements – You manage your own work within an agile process, creating service design solutions that adhere to internal and industry standards (e.g., brand, design system, industry heuristics, accessibility). You aspire to become a thought leader in service design and related practices, continuously improving our methodologies and knowledge in service design, Agile, and other relevant areas.
• Team Development – You are ambitious in excelling in your craft of service design, deepening your expertise in related competencies, and continuously leveling the playing field for peers both within and outside of design.
• Collaboration – You actively partner with stakeholders across the enterprise as strong, customer experience-oriented contributors. To earn service design a “place at the table,” you must show resilience in dialogues with stakeholders, confidently presenting your case and then committing to collaborative decisions.

​To succeed in this role

we expect you have either a degree or demonstrable experience in Interaction and/or Service design to be comfortable with industry activities and deliverables: 

• Qualitative and quantitative gathering, analyzing, and understanding user needs formative and evaluative
• Defining customer journeys to formulate customer experience painpoints and opportunities
• Writing use cases & scenarios
• Define service journeys, service blueprints and key service moments.
• Creating experiential and service prototypes.
• Defining service architecture; people, process and technology enablers
• Visual communication, such as Layout, Color, Typography, Icons and Images
• Set-up and execute customer and user research to identify customer needs and painpoints
• Ability to facilitate multistakeholder co-creation sessions and workshops.
• Curiosity, asking insightful questions, active listening, and engaging more deeply with problems (incl. empathy and self-learning).
• Ability to deal with ambiguity and translating high complexity into experiential design statements
• Effective communication such as explaining thinking behind designs (incl. storytelling)
• Collaboration and incorporating ideas of other functions such as developers, clients, and team members (incl. design-thinking)
• Ability to think in systems and communicate complexity effectively to stakeholders.
• Using and extending our service design system (sDLS)
• Using metrics to measure service experience and service performance
• Understanding service delivery and service ecosystems
• UX design and prototyping tools e.g. Figma
• Clinical workflow and procedures (health systems only)
• Customer journey mapping, Service blueprinting
• PDLM for Services