Service Designer

Purpose

As part of the Global Product Design Organization, the Service Designer (UX Researcher) plays a key role in shaping the user experience by driving research to provide user insights that will inform product design, service design, and strategy. As a service designer focused on research, you will collaborate with designers, product stakeholders, developers, and customer support to conduct high quality research to understand service touchpoints, internal processes, and user journeys. We strive to learn and understand our users’ needs and behaviors to help create useful, usable, and engaging products, features, and services.

You should have a deep understanding of design thinking and service design practices. You will conduct discovery methods, such as facilitating workshops and interviews, to provide research findings on service experiences and system mappings. You will also play a key role in promoting end-to-end service solutions that produce cohesive experiences.

Essential Duties

• Facilitate co-creation workshops and create service blueprints
• Obtain a holistic view of an existing end-to-end process with the ability to envision and communicate its ideal future state
• Ability to apply logical thinking to solve complex problems on a systems level
• Promote service design methods and perspectives through various presentation styles
• Establish relationships and liaise with key stakeholders throughout the project lifecycle
• Share research findings and recommendations to diverse audiences through written documentation and oral presentations
• Understand and translate business requirements and constraints into research initiatives
• Create personas and user journeys to better understand our end users
• Create user research test plans and protocols
• Collect and analyze user needs and behaviors via qualitative research (i.e. stakeholder and user interviews, surveys, field visits, usability testing, remote testing)
• Collaborate with designers and product managers to prioritize research findings in a fast-paced environment
• Keep abreast of industry and user experience trends, and best practices and promote research within the team

Other Duties

Required Qualifications

• Bachelor’s degree in Anthropology, Human Computer Interaction (HCI), Sociology, Psychology, Industrial Design, Interaction Design, or related field or practical experience
• Minimum 1-2+ years relevant work experience within user experience, service design, product design research, experience design, or related field
• Experience with research design utilizing various methods, such as foundational research, persona creation, contextual inquiries, journey maps, surveys, usability studies, service blueprints
• Strong background in implementing design thinking methodology
• Strong ability to synthesize complex information from various sources to uncover the details in the big picture and make connections between other business initiatives
• Experience creating service blueprints and user journey maps, and familiarity with other service design tools (i.e. Ecosystem loops, Concept walkthroughs, impact journeys)
• Experience creating and/or collaborating on user stories and information architecture
• Ability to work through ambiguity and solve complex problems
• Must have excellent time management skills: be able to handle multiple projects at one time and prioritize needs and projects
• Must be a collaborator and team player

Preferred Qualifications

• Degree (MS/BA/BSc) in a related field
• Preference for 2-3+ years of experience, but open to less experienced individuals who can demonstrate strong knowledge and skill set