Senior Service Designer (m/f/x)

The role

The Customer Experience Strategy practice at HelloFresh is a cross-functional team that brings physical and digital product and service experiences to life through strategic research, design, prototyping, business modeling and storytelling. We are an innovative group that creates bold and provocative experiences in order to test assumptions and understand what should be built in the future.

As a Senior Customer Experience (CX) Strategist, you will use your skills as a researcher and innovator to create a vision of potential futures. To achieve this vision, you’ll conduct generative research to investigate attitudes, behaviors, processes, cultures, structures, and systems. You’ll study customers, both internal and external, to understand and identify which pain points are worth the company’s investment to solve. You’ll work closely with project teams and stakeholders to zoom in on the individual and zoom out to understand the larger systems at play so we enrich innovation and de-risk big bets.

As new product and service concepts are designed, you’ll also conduct research to gauge concept desirability and provide insights on next steps towards implementation. By bridging the gap between opportunities and realization, you help determine if true value has been created.

*Please note this role will not focus on usability testing.

What you’ll do

• Drive strategic research projects using a human-centered approach, creating long shelf-life insights that are accessible and tangible.
• Plan and execute research, utilizing the appropriate quantitative or qualitative methodology to answer well-crafted research questions.
• Analyze and synthesizelarge amounts of qualitative data efficiently and convert them into actionable research artifacts.
• Alignthe project team around research outcomes to design joyful experiences and services, both physical and digital.
• Design & facilitate workshops that ensure co-created concepts align to research insights and business goals
• Build compelling stories to communicate design outcomes to your team members, the larger product development team and stakeholders.
• Mentor other service designers and strategists on research best practices.
• Collaborate in the end-to-end design process: user research, concept creation, prototyping, strategy design, UX, collaborating with strategy and development teams.

What you’ll bring

• Experience in UX research, applied design research, and/or design strategy
• Experience in planning and facilitating qualitative, ethnographic research projects
• Expertise in more than one of the following research methods, and familiarity with all:  user interviews, contextual inquiry, concept testing, cognitive walkthroughs, survey design, focus groups, card sorting, participatory design, usability testing, etc.
• Strong understanding of the strengths and shortcomings of different research, analysis, and synthesis methods
• Experience with generative and evaluative research for strategic projects.
• Have a holistic lens, connecting human-centered research back to specific business use cases and goals
• Compelling and influential storyteller with strong communication skills (written, verbal, presentation)
• Experience building relationships with and offering thought partnership to a diverse senior stakeholder group
• Ability to plan, run and synthesize interactive design workshops with business stakeholders

• The willingness to be flexible and mobile for field visits. The travel requirements will change on a per project basis.

Bonus if you bring

• Experience working with large-scale data in mixed-method studies
• Working knowledge of statistics and experimental design
• Familiar with research tools such as usertesting.com or Dovetail
• Experience with design collaboration tools such as Figma, Miro, etc. and working closely with designers