Service Designer

responsibilities:

•  Conduct holistic user research to identify pain points and opportunities across the entire service journey.
•  Create and maintain service blueprints and journey maps that visualize the entire ecosystem of a service, including front-stage interactions and back-stage processes.
•  Lead collaborative workshops with cross-functional teams to co-create and align on service design solutions.
•  Develop and test prototypes for service concepts, ranging from digital interfaces to physical interactions and employee workflows.
•  Advocate for a user-centered approach, communicating design insights and strategic recommendations to stakeholders at all levels.
•  Work closely with UX designers to ensure digital product experiences are seamlessly integrated into the broader service ecosystem.

qualifications:

•  5+ years of experience in a service design or a related UX/design strategy role.
•  Proven expertise in designing complex, multi-channel services.
•  Strong portfolio showcasing a deep understanding of service design methodologies, including user research, journey mapping, and service blueprinting.
•  Excellent facilitation and communication skills, with the ability to lead workshops and present complex ideas to diverse audiences.
•  Proficiency with design and collaboration tools such as Figma, Mural, or Miro.
•  Bachelor’s degree in Design, HCI, or a related field; a Master’s degree is a plus.
•  Prior experience working in a fast-paced, client-facing environment is highly desirable.

skills:

•  Systems Thinking: The ability to understand how all parts of a complex service ecosystem-people, processes, and products-interact and influence one another.
•  Strategic Vision: The capacity to connect detailed design work to high-level business goals and user needs, shaping a long-term service strategy.
•  Cross-functional Collaboration: The skill to work effectively with diverse teams, including product, engineering, operations, and marketing.
•  Empathy and User Advocacy: A deep commitment to understanding and representing the needs of the end-user throughout the design process.
•  Workshop Facilitation: The expertise to lead and guide groups through structured design activities to co-create solutions.
•  User Research and Analysis: Proficiency in conducting a variety of research methods and synthesizing findings into actionable insights.
•  Service Blueprinting: The technical skill to map out complex service journeys, detailing both front-stage and back-stage operations.
•  Prototyping and Testing: The ability to create and test concepts for a wide range of service touchpoints, from digital interfaces to physical interactions.
•  Communication and Storytelling: The talent to clearly and compellingly present design ideas, insights, and recommendations to stakeholders at all levels.
•  Adaptability and Flexibility: The willingness to iterate and pivot based on new information, user feedback, and changing business needs.