Service Designer

Organization/Team Mission

We are looking for a Service Designer intern for the Mercari Group’s design organization. The Service Designer’s mission is to design the best, most consistent customer experience across multiple business domains and online and offline touchpoints, not just individual services like the Mercari marketplace app, Merpay, and Merccoin. By considering the business processes behind the customer experience as part of the design scope and connecting business strategy with customer value, the Service Designer will lead the way in improving the value of Mercari as a whole.

Click  to learn more about Mercari’s mission and values .

Business Content

• Based on analysis of business issues and customer needs and research, formulate questions to be answered and define the direction of the project.
• Visualizing customer experiences across multiple business areas and identifying issues (creating customer journey maps, etc.)
• Develop an overall service concept to realize the ideal customer experience and design the system that supports that experience (creating a service blueprint, etc.)
• Promoting projects involving a variety of stakeholders, including product managers, engineers, UX researchers, CS, and corporate staff
• Design and propose a consistent customer experience that connects online (app, web) and offline (packaging and shipping experience, brick-and-mortar store integration, etc.)

A unique challenge

• On a large-scale platform used by over 23 million customers monthly, you will be able to take on the challenge of designing complex and challenging services across a variety of domains, including flea markets, Fintech, and crypto assets.
• You will be able to go beyond improving individual functions and UI and tackle higher-level issues such as business strategy and organizational design, and be involved in fundamentally improving the experience value of the entire Mercari ecosystem.
• They will be able to envision new ways of exchanging value that have not yet been seen in the world, and design the service experiences of the future with their own hands, utilizing cutting-edge technologies such as AI.

Application requirements

Desired profile

• Those who see design as a means to grow their business and solve social issues
• Those who have a strong passion for asking essential questions and creating concepts
• Those who can take ownership of the product and proactively drive the work forward as a project leader, involving others.
• Those who have a strong interest in utilizing the latest technologies such as AI and have practical experience
• Those who enjoy change and can go bold even in unfamiliar areas or difficult situations

Required experience and skills

• Those who can empathize with the mission and values ​​of the Mercari Group and each company
• Regular users of the Mercari app
• Experience in “concept-making,” which forms the foundation of a business or service, or a strong desire and potential to take on the challenge
• The ability to grasp complex phenomena structurally, discover the essential issues, and ask questions on one’s own.
• Strong communication and facilitation skills to smoothly collaborate with members with diverse expertise and lead discussions
• Those who enjoy the mundane and steady work required to achieve the mission and grow the business

*Please attach materials (such as a portfolio) that show the process of projects you have been involved in and your role when applying. We welcome submissions that show the thought process behind concept creation.

Experience and skills welcomed

• Professional learning experience in human-centered design, design thinking, and service design
• Practical or creative experience using Figma
• Knowledge and experience in marketing and branding
• Leadership experience in multi-stakeholder projects
• Experience in business planning and service planning in the business world, such as internships and entrepreneurship
• Skills in visualizing and communicating complex information, including graphic recording and illustration
• Experience in designing with business results in mind, such as KPI design
• Experience in improving user experience using UX research
• Experience in co-creating apps with engineers, PMs, and designers
• Those who are interested in building a management and design organization and culture as future leaders (CXO, CPO, etc.) who will lead the Mercari Group organization.　
• People interested in creating design organizations and cultures　

Linguistic ability

• Japanese: Proficient (CEFR – C1) (Required)
• English: Basic (CEFR – A2) welcome