Service Designer

Services Designers analyze services to identify opportunities to make them better. They work as part of a larger design team, assigned to a self-service portal within Travelport’s retail platform. Your role is in a key area, where we are transforming how we bring our tools and capabilities to market, to enable better service and support, remove complexity and digitize the experience for our customers. Platform capabilities include identity management, customer support, contracting, provisioning and billing.

In a nutshell, this is what you’ll do:

• Analyse failure within our products and services and identify root causes for that failure
• Effectively map and visualize current and future services and customer journeys to create greater shared understanding between different stakeholder groups.
• Gather, analyse and incorporate qualitative and quantitative data into your research to highlight key problem areas and opportunities
• Identify opportunities for creating additional value within an existing service (e.g. cost reduction by self-service)
• Iterate on developing solutions, aligning requirements with needs and technical feasibility, incorporating feedback from customers, applying findings from feedback and research.
• Co-ordinate your activity with the team – this means your manager, your fellow designers, researchers, product management and a wider set of stakeholders.
• Work with our design system team to identify opportunities for common, new product service patterns.

Responsibilities:

What we look for/who would prosper in this role?

• At least 3 years’ Service Design experience and the ability to demonstrate Service Design skills. We may require examples of previous work, ideally with experience of B2B enterprise systems. Note: We do not set an exercise for candidates so we’re only looking at your track record as a designer.
• Proven ability to work in a collaborative, agile environment. You’ll enjoy teamwork, leading workshops with designers and non-designers (engineers, architects, SMBs) and proactively and effectively involving stakeholders in the design process using appropriate tools and methods.
• Able to communicate your work effectively at different stages of the design process using sketches, maps, flowcharts, prototypes or whatever works in the situation. Your ability to visualize and communicate complex systems simply is critical – creating shared understanding of problems is a key part of this job. You’ll be presenting work and communicating to internal stakeholders – for this you need to have fluent written and spoken English.
• Excellent understanding of service design as it relates to web.
• Familiar with using tools that facilitate remote collaboration and support transparency
• Able to perform simple research and have some experience of basic research methods such as surveys or interviews. Able to synthesize insights from research into design solutions. Some understanding of cognitive psychology (human behavior) as it applies to product design.