Service Designer

As a Service Designer, you will work as part of our brand new Integrated Customer Experience team. The mission of this team is to innovate and enhance the HubSpot customer experience and journey long term. This person will work closely with the Global VP of Integrated Customer Experience & Global Manager, Customer Experience to facilitate the research, design, and implementation of new service offerings + options for HubSpot customers and our ever-evolving platform.

The ideal candidate will have experience with innovative service creation and delivery within a department, agency, or software company. Ideally, you will have had to define service offerings for your company in the past.

In this role, you’ll get to:

• Work across the entire HubSpot Organization to include Customer Success, Sales, Product, and Marketing to align on service creation and execution
• Identify gaps across our services portfolio through competitive market research, engaging with sales surveys, etc. and recommend new offerings that address customer needs that we are not solving for (current and future)
• Work with internal services, customer success, and sales teams to understand customer present and future needs
• Define new service offerings that address these gaps including outcomes, approach, deliverables, effort, duration, and skills needed to deliver
• Create packaging for these new services to drive go-to-market activities, including messaging, positioning, & pricing
• Leverage data and a deep understanding of the HubSpot’s business to make help make strategic decisions that drive results
• Influence and gain buy-in from stakeholders across the company to develop customer-centric services

We are looking for people who:

• Have experience with services ideation + development at a software company or agency/practice
• Have excellent communication skills and can effectively collaborate with global teams + various functions around the world
• Can set and execute on services strategy with a product focus
• Have a track record of achieving results by goal-setting, delegating, and collaborating
• Are passionate about solving for customers
• Create and manage new programs that drive customer success and/or team development
• Have superb analytical skills + acumen; experience with data analysis and manipulation