Lead Service Designer

About Matter:

Matter is a user-centric, intelligent green technology start-up, poised to break the boundaries between the automotive industry, user experience, and information technology with products and services that integrate new energy, intelligent technology, and business models.

Our team is human – thoughtful, approachable, curious, reliable, and accountable. We are passionate about tackling some of the biggest challenges in technology.

What we’re looking for:

We are looking for a Lead Service Designer to design and own the delivery of customer experience across our products and services. We want someone who can lead and direct teams of designers and be responsible for the quality of customer experience at Matter. We prefer someone who is both hands-on, delivering project work but also comfortable providing design leadership. We want someone who’s developed services and seen the implementation through digital, physical, and organizational design. You need to bring a good toolkit of methods and techniques and be able to demonstrate having used them on projects.

You’ll need to show that you can develop a robust strategy and then develop a plan to deliver it with support from our marketing, sales, and customer success teams. We want someone well versed in storytelling, who is curious and can communicate valued insights. You’ll need to demonstrate your leadership skills in driving this area and building a team. We want someone who has made mistakes and learned from them and can communicate those lessons. We prefer someone who loves collaborating with others and isn’t afraid to roll up their sleeves and do whatever it takes to get the job done.

What you will own and do:

●Lead the development of service concepts, blueprints, and other service design artifacts. Create solutions ranging from a strategic level of 50,000 ft to a tactical one at 500 ft. Produce artifacts such as illustrated journey maps, service design blueprints, low-fi concept designs, and service prototypes and coordinate the deployment process across different teams to ensure seamless integration.

●Lead the use of design research techniques to uncover customer needs and pain points. Plan, conduct, report on, and advocate for a variety of research methodologies, analyze quantitative and qualitative data to create functional requirements, use-case models, activity diagrams, or other artefacts and acceptance criteria for complex solutions.

●Facilitate collaborative workshops for co-creation. Partner with other designers from our team as well as technologists, business leaders, and product managers. Co-facilitate design thinking training sessions to help the team from non-design backgrounds in understanding design and how we can help them achieve their goals.

●Provide creative leadership for multi-disciplinary teams, ensuring high-quality results. Help coach colleagues and stakeholders with less experience in service design in the tools and tricks of our trade.

●Contribute to projects by smartly interpreting their challenges and driving towards the right solution, with a constant eye on quality, value, and impact.

●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:

●Experience in working on the implementation of services that cover digital, user experience, physical / 3D design, information design, and organizational design.

●Willing to travel – mostly for research purposes.

●Experience in promoting a business and its work – writing thought leadership articles, speaking at events, etc.

●Good skills in facilitation, co-creation methods, ethnographic research, and prototyping.

●Proficiency in building Service Blueprints, Customer Journeys, Process flow, and Information architecture.

●Experience with quantitative and qualitative research methodologies and drawing insights from data.

●Comfort with ambiguity yet unstoppable drive to create order out of chaos. Self-motivated and self-directed with the ability to multitask, prioritize, and manage time efficiently.

●Open to receiving objective criticism and improving upon it.

●Excellent communication and storytelling skills, a confident presenter.

●Project and people management skills.

●Willingness to build effective partnerships and patience to navigate complex organizations.

●Proficiency with MS Office as well as design and prototyping tools such as Adobe, Sketch, InVision, Figma, or other similar, remote collaboration tools like Miro.

●The ideal candidate will have experience working in multi-disciplinary teams, with business heads, marketers, designers, developers, and copywriters.

●Experience working with digital technology team to implement solutions and understanding technological feasibility.

Qualifications:

●Academic and applied knowledge in some of the following areas: Research, User Experience Design, Product Design, Organisational Design, Strategic Design, Business Design, Retail Experience Design, e-commerce.

●5+ years of demonstrated experience in the service design field as a technical consultant, design consultant, solution architect, or service designer.

●Bonus points for cross-cultural design experience.

●Bonus points for experience working as product designer / service designer for e-commerce / retail brand.

●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 customer 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 a 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.