Service Designer

We are looking for a Service Design. This is a role that entails design of a comprehensive, cross platform experience, and we seek someone who is customer-centered in their approach, and who maintains empathy for customers at every level.

You will play a pivotal role in helping customers open and set up their accounts for success through the life of their relationship with Zenda.la.

You have proven experience in leading a project, creating the approach and program governance, managing scope and ambiguous project boundaries. You understand what it takes to build something truly desirable for customers, viable for the business and operationally and technically feasible.

You’ll be orchestrating the work of other designers and engaging regularly with various tech and product teams and other stakeholders across the organization. So, communication and documentation of your work are key here.

You are a team player, a social animal who thrives in a collaborative environment. You’re a good, honest partner who doesn’t hold back in seeking input and insights from others while offering up constructive criticism and sharing your own knowledge openly.

Responsibilities:

• Conducting field research, or leading a service blueprinting workshop with a range of stakeholders.
• Participating in empathy interviews, or user testing, as we iterate and bring new functionality to scale, synthesizing and raising insights for a path forward.
• Working with Product Managers to define and prioritize their near- and long-term goals.
• Joining sprint planning with product management and tech teams to prioritize the implementation of new designs and features.
• Designing or giving input on anything from wireframes, to app flows, to physical experience designs.
• Catching up with one of our business analysts to better understand the business cases for the team’s workload.
• Leading, shaping, guiding, and mentoring other designers in their work— including everything from empathy research to pixel perfect designs.
• Reporting into design management on progress of work, vision, roadmap, and resourcing needs.
• Joining a team retro to review the past week and discuss what’s working, not working, and sharing new ideas to improve the culture and collaboration.

requirements

• In-depth knowledge and experience within a relevant service design discipline (Systems Design, Business Design, Industrial Design, Graphic Design, Interaction Design).
• Deep expertise in design thinking / human-centered design.
• A thorough understanding of prevailing best practices in web and mobile design, including responsive web frameworks and mobile interaction guidelines.
• Proven designs and experience of launched services that have been implemented in the real world.
• You are experienced at the end-to-end design process, balancing customer insights and business goals, from strategy to shipped product as well as post-launch monitoring, enhancements, and iteration.
• Demonstrated experience working in a team of product managers, engineers, analysts and others focused on web or mobile applications.
• Experience leading design projects with other designers. You thrive being the person responsible for delivering improved experiences.
• A portfolio that demonstrates application of service design methods / thinking.
• Experience creating prototypes at various levels of fidelity to articulate and test user flows, UI design, and / or UI animation using modern tools.
• Solid UI / UX experience with the ability to work with low fidelity and high-fidelity deliverables in agile teams.
• Excellent problem-solving and relationship management skills.
• Storytelling skills and passion for sharing ideas. You share early and often. You know your work is not sacred, and getting buy in from stakeholders — and making them feel included in the process — benefits everyone.
• Willingness to teach the team what you know, while being humble enough to learn from others.
• You don’t need constant supervision, reminders, or self-assurances – we’re all motivated, organized, self-starters.