Service Designer

Who you are

• As part of a multi-disciplinary team, you’ll tackle complex, business challenges alongside other builders and thinkers from different backgrounds in AI, IoT and robotics, quantum and blockchain.
• A successful candidate will have solid experience developing key insights about diverse audiences and able to do segmentation by needs.
• You will undertake research with a range of end users to better understand their needs, and their relationship with the various factors that influence their environment.
• You are a quick learner, enthusiastic, detail-oriented and collaborative—join a team that’s helping to bring human-centred design to the world’s most vital industries.

What you will do

• Join a high performing product squad and be responsible for the User across all stages of the operating model and organisational design of the new service, ultimately ensuring there is ‘no bias’ in end user experience
• Conduct research across the various forms including review of reports, previous experiments undertaken by various experts in the sector—to come to a point of view around what we know, where there may be bias and where we still have questions
• Co-lead the implementation and facilitation of client workshops and participating in client-facing presentations.
• Leverage IBM Subject Matter Experts knowledge and thought leadership to appreciate domain expertise.
• Apply your systems and process thinking and HCD skills and provide research results to product team
• Oversee the service design process to ensure the squad adheres to the research findings and help remove ‘bias’ in design
• Work within cross-capability teams of UI and Service Designers, Product Engineers, Product Managers and SMEs to create and manage a product’s lifecycle
• Participate in the IBM Design Chapter
• Find novel ways to build a sustainable culture of design and design thinking at IBM
• Demonstrate excellent critical thinking, problem framing, problem solving, and craft skills. Develop, lead, and facilitate workshops. Plan and coordinate work. Develop new design thinking techniques when needed. Where applicable, drive work through the software delivery process from vision to final user experience.
• Create and test service prototypes to gain insight into assumptions and questions of service delivery. Work at varying levels of fidelity to test isolated assumptions as well as holistic service experiences.
• Create user focused strategies, innovations, solutions and experiences and the user testing and validation of these, considering usability, sustainability and appropriate visual and verbal articulation in line with Design Language System and Brand guidelines

Required Technical and Professional Expertise

• As a Service Designer, planning, conducting, and mapping the current state of various platforms including the workflows, tasks, and the customer and employee needs – ideally in a start-up environment or other comparable exposure
• Gathering and evaluating user requirements, in collaboration with product managers and engineers to deliver intuitive and human-centred solutions
• Ability to design and conduct user testing and concept validation i.e. identify potential solution options for a stated user need and design experiments that help elicit the most viable solution for users
• Ability to frame key questions, create research plans to address those, conduct research, and synthesize the findings into meaningful, actionable insights for clients to help them understand how to achieve their business goals and objectives
• Articulate pain points, opportunities and uncover insights that can be mapped back to business value
• Illustrate your ideas using storyboards, process flows, service blueprints, customer journey maps and sitemaps
• Ability to synthesize data from multiple-perspectives, interpret it in new, relevant and actionable ways, and identify patterns to drive creative direction and opportunity and solution development.
• Executional skills in Mural, Adobe Creative Suite, Sketch, InVision, Keynote, research survey tools, and other design software tools.
• Mix of service design, customer experience design & user experience design
• Leverage an iterative, human-centred approach to conceive and deliver valuable new experiences for our clients and colleagues

Preferred Technical and Professional Expertise

• Ability to drive digital service design activities on projects, including collaborative workshops, brainstorming, co-design activities within the team, as well as with clients and project partners.
• Resilience under pressure and against deadlines.
• Self-starting attitude and an open outlook.
• Awareness of current trends in business, design and technology.
• Strong written and verbal communication skills, as well as presentation skills in order to make outstanding pitches.