Junior Service Designer

What we’re looking for:

We are looking for a  talented Junior. Service Designer to design and shape unique, user-centric products and experiences. This role is open to both Service Designers who are systems thinkers as well as Solution Architects who are looking to transition towards a more creative role.

As part of a multi-disciplinary design team, you’ll be a systems thinker, and an advocate for the customer and the employees, all while working alongside other builders and thinkers from different backgrounds.

The ideal candidate is a person who can lead and own discussions between the development team, subject matter experts, internal users, designers or customers to clarify user stories, track issues, resolve problems and orchestrate how information flows across the entire ecosystem. In short you have a systems mindset but your core ability is to empathize with people.

We prefer someone who loves collaborating with others, and isn’t afraid to roll-up your sleeves and do whatever it takes to get the job done.

What you will own and do:

• Translate the research data provided by the UX Researcher and data analytics obtained from the marketing team to actionable insights.
• Gather pain points, opportunities and needs of both the customer as well as the employee across various touchpoints of a customer journey.
• Create customer journey maps for different use cases and map out the frontstage and backstage processes that could occur across every touchpoint.
• Map out service blueprints that capture the different use cases and coordinate the entire process across different teams to ensure a seamless integration.
• Ensure that every member is aware of different kinds of integration and communicate the pros and cons of each integration effectively between multiple teams.
• Communicating opportunities and solution proposals to design teams and leadership in clear, concise, and compelling ways.
• Collaborate with designers to test design concepts through lean research and usability testing.
• Conduct feedback discussions with users and internal stakeholders to refine service blueprint through design sprints.
• The ability to identify design opportunities and iteratively evaluate and refine concepts through user-centered research and synthesis.
• Analyze quantitative and qualitative data to create functional requirements, use-case models, activity diagrams or other artifacts and acceptance criteria for complex solutions
• Use epics, features, solution vision and market needs to write user stories and requirements into clear, workable solution and risk control requirements
• Develop and maintain holistic solution risk control documentation.
• Ability to work independently or as an active member of a team and team members when needed to accomplish team goals.
• Self-motivated and self-directed with the ability to multitask, prioritize, and manage time efficiently.
• Keep up with the latest and best practices and industry techniques to share ideas and knowledge with project teams / stakeholders

What you will bring to us:

• Proficiency with building Service Blueprints, Customer Journeys, Process flow, Information architecture.
• Ability to prioritize and manage multiple milestones and projects efficiently.
• Ability to analyze Data across multiple platforms.
• Test and track issues to resolve problems.
• Open to Field research to validate hypotheses and gather insights.
• Proficient in documentation of the work to capture changes deployed and decisions taken at every step of the process.
• Be open to receiving objective criticism and improving upon it.
• Excellent storytelling skill to articulate the proposals as well as findings.
• Experience working in an Agile/Scrum development process.
• Familiarity with interaction design and information architecture as well as ability to learn and understand development jargons.
• Problem-solving aptitude
• The ideal candidate will have experience working in multi-disciplinary teams, with developers, UX researchers, UX designers and copywriters.

Qualifications:

• Degree in Information technology, computer science, software development, architecture or related fields . More valuable than a degree is the ability to wear multiple hats – from a technical side, business as well as design.
• 1+ years of demonstrated experience in a service field as a technical consultant, design consultant, a solution architect or a service designer.
• Bonus points for cross-cultural design experience.
• Strong portfolio to be presented and defended during the interview.

Culture and other pointers

• You have an enthusiastic desire to grow and learn.
• You’re experience obsessed. Your process reflects your empathy for the humans you design for.
• If you’ve worked at a design studio or a startup before, that’s a plus.
• You like working in a high accountability, high responsibility environment.
• We’re a small but growing team. You’ll have the opportunity to have lasting impact on our design culture.

We’re not the best fit for you if:

• You are satisfied with where you are in life and do not want to push to learn/grow further.
• You believe that the best products are built by following your instincts instead of listening to users.
• You are more concerned about short-term payoffs than long-term payoffs.
• You are fundamentally risk-averse.
• You like working in an extremely structured environment or being explicitly told what to do at every step.