e-Commerce

Service Designer

Archived
Full Time

eBay

The Service Designer Role will be part of a global service design team that is crafting a positive impact for our customers, driving a consistent experience in GCX (Global Customer Experience) with the customer at the heart. This role will work within established standard methodologies in our approach to supporting the customer in eBay. Working cross functionally, an understanding of the business needs and customer journey is essential. This role will deliver an engaging world class service experience in line with our service vision and business strategy.

Responsibilities:

  • Build and design the key service experiences in GCX (how a customer gets help, channels, hours of operation, assisted contact experience etc.)
  • Partner with product / policy initiative by initiative to influence the product and Customer Experience
  • Helps to identify potential requirements through a human centred design approach.
  • Understand, analyse, and map complex journeys and processes.
  • Own the service design deliverables within a project such as service concepts, blueprints, and other service design artefacts.
  • Play a key role on initiatives to influence the customer journey and experience
  • Use design research techniques to uncover customer needs and pain points; bring to bear insights to help shape the best customer journey and bring the voice of the customer to the table
  • Understand how Growth & Product objectives and customer goals impact on GCX critical metrics
  • Develop partnerships with GCX leaders, CS Tech leaders and industry experts to create a compelling service experience vision and principles, that is uniquely eBay and brings our strategy, brand and DNA to life
  • Crafting the base service and differentiations where needed
  • Work on critical initiatives for GCX in a service design capacity
  • Work within a consistent and global design framework to guide service efforts
  • Working collaboratively across GCX (and GSD, Global Service Delivery) product and policy owners to bring the experience to life
  • Be able to tell the customer story – through bringing all elements across the experience together to build an end-to-end understanding for wider teams. Help cut through the complexity.
  • Be a creative problem solver who can put ideas into practice, leveraging fast and experimental approaches to testing solutions
  • Facilitate design thinking workshops with a variety of personas (Business, technical etc.) across the entire design process, research, ideation, design & delivery.

Requirements

  • 5+ years’ experience in service design in a customer experience environment
  • Experience working with remote global teams
  • Passionate about service design creating human-centred services; a true customer-advocate
  • Knowledge of existing and emerging service design tools and methods.
  • Track record in delivering service design solutions in a customer service environment, demonstrating experience applying systems thinking to design problems and working in a technical domain.
  • Experience in technical and process documentation – detailing solutions and requirements across functional teams – an ability to bring the customer journey to life
  • Strong change management and partner management skills
  • Strong data analysis skills, able to apply a variety of analytical tools and approaches to solve different types of problems
  • Demonstrates understanding and creativity in the use of technology to enable business improvements
  • Able to communicate complex technical topics in clear layperson’s terms, both verbally and in writing
  • Design thinking advocate
Location
Dublin, Ireland
Type
Full Time
Industry
e-Commerce
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