What you will be doing

AmerisourceBergen is looking for a passionate, innovative and experienced Senior Service Designer to join our growing User-Centered Design team. Working closely with designers, researchers, and innovation teams, you will help inform and design new services and business models that will extend our value offering to our customers. Under the direction of the User Experience Strategist, you will conduct generative research, identify key insights, and deliver service design models. This role will require a deep understanding of UX research to help inform decision-making, an ability to visualize a process at a macro and micro-level of interaction, to identify process improvements, to foster user experience best-practices through multi-channel and multi-touchpoint journeys, and to test and measure the outcome of service recommendations. 

A successful candidate should:

• Exhibit passion about designing innovative services and delivering an efficient and graceful experience for users

• Be a good communicator who builds strong relationships and partnerships focusing on collaboration, building consensus and driving design through influence

• Be an analytical thinker, with a desire and ability to develop and document a deep understanding of users’ needs and behaviors across multiple customer segments and environments

• Develop a deep understanding of our existing services and act as a champion of service design within the enterprise

• Integrate digital and physical experiences seamlessly thus enhancing value to our customer’s and making it easy to partner with AmerisourceBergen

• Design not only for our customer’s experience but also for our employee’s experience  — as they are integral in delivering outcomes to our customers.

• Bring to the table each day: a positive attitude, a true “team” spirit, strong problem-solving skills and the ability to display sound decision making under pressure

PRIMARY DUTIES AND RESPONSIBILITIES:

• Create user experiences that are optimized for delivery across multiple digital platforms and physical environments

• Understand and translate user needs into service strategies and experiences

• Identify necessary experience touchpoints and channels

• Conceive, prototype, and test ideas that challenge the status quo and deliver high quality user experiences

• Foster participatory design by collaborating closely with UX Strategist’s, UX Designer’s, Innovation Strategist’s and other business stakeholders

• Experience creating service blueprints and user journey maps

• Help define service requirements for all service moments (before, during, and after) for both the frontstage and backstage

• Contribute to the overall advancement of service design as a practice by means of defining standard ways of working, developing communication instruments, and educating on the value of service design

• Ability to manage and prioritize multiple projects of varying timelines, degrees of complexity and scope.

Bachelor’s or Master’s degree in service design (or related degree i.e. UX Design, Operations Research & Engineering, Process Improvement), or equivalent professional experience is required. 5+ years’ experience designing complex omni-channel services and systems. Strong user research skills. Expert at mapping current services, communicating areas for improvement, and designing, prototyping and testing service recommendations. Proficient at dovetailing physical and digital experiences. Experience creating service blueprints and user journey maps. Ability to plan and execute design workshops. Deep understanding of design thinking and human-centered design practices. Familiarity with lean process improvement and change management best practices. Ability to work closely with UX Strategists, UX Designers, business stakeholders, and agile squads to drive effective and efficient implementation of designs. Comfortable with the construct of failing fast. Knowledge of how technology and environment impact design process, development, and adoption. Excellent presentation, communication, documentation and organization skills.

• Strong presence, including ability to partner with and effectively influence senior leadership

• Skilled at communicating verbally and in writing to diverse audiences

• Proactive self-starter: assertive and able to ensure that Design Thinking principles are adhered to

• Strong prioritization skills and ability to quickly re-prioritize in a dynamic environment

• Analytical mindset and creativity to balance detailed problem solving with ‘big picture’ strategic view

What your background should look like 

Bachelor’s or Master’s degree in design, human-computer interaction (HCI) or equivalent professional experience is required. 6+ years experience in digital product design for both web and mobile platforms. Experience working in a mixed methodology environment (waterfall and agile). Experience designing graphic user interfaces for complex applications. Strong product design strategy skills in areas of consumer/user research and analysis, personas and customer journeys, design thinking, ideation and brainstorming techniques, sketching, prototyping, and concept validation. Expert ability to understand & create user-flows, annotated wireframes and content structure. Ability to work closely with agile squads to drive effective and efficient implementation of designs. Knowledge of how HTML, CSS, JavaScript and other web languages impact design process and development. Excellent presentation, communication, documentation and organization skills.

• Strong presence, including ability to partner with and effectively influence product and engineer leaders
• Skilled at communicating verbally and in writing to diverse audiences
• Proactive self-starter; assertive and able to ensure that Product Design principles are adhered to
• Strong prioritization skills and ability to quickly re-prioritize in a dynamic environment
• Analytical mindset and creativity to balance detailed problem solving with ‘big picture’ strategic view