Service Designer

What You’ll Do Here

• Influence the current state of the customer’s journey and assess opportunity areas for improvement
• Understand and improve customer experiences through data-driven insights and metric collections
• Partner in cross-departmental collaborations to define scope of work, sprints, and development resources
• Collaborate with cross-functional teams of Human-Centered Design (HCD) practitioners to understand and synthesize customer needs, strategize improved service delivery, and create innovative solutions
• Communicate with key stakeholders ensuring business goals and visions are met
• Be part of a design team that respects, supports, and pushes for continuous improvement
• Design external and internal-facing experiences that allow us to increase speed of delivery while increasing the quality of our products and services.

What You’ll Bring to the Team

• Excellent communicators with comprehensive service & process design documentation
• Apply expertise leveraging human-centered design (HCD) techniques to rapidly research, design, and prototype new service experiences, implement digital capabilities, and lead research and contextual design studies to comprehend social and organizational behaviors, pain points, needs, and aspirations
• Collaborate with internal teams to understand opportunities and needs that best serve the customer by improving processes that meet objectives and key results (OKRs)
• Provide enterprise-level thinking to collect and analyze the entire ecosystem of a product, service, or system and introduce creative solutions that promote positive outcomes – harmonizing people, technology, and business needs
• Self-starters and fast-learners who are able to independently research and resolve issues using appropriate resources
• Critical thinkers that own, communicate, and implement process-changing decisions
• Able to be flexible and adaptable if changes in priorities occur
• Confident and proactive in communicating challenges or opportunities when presenting to people and talking to customers
• Comfortable working with multi-disciplinary, multicultural, and geographically dispersed teams
• Committed to their personal success, as well as success of their peers
• Technologists at heart and leaders in practice

Basic Qualifications

• 5+ years of experience with service design, design thinking, design research, business design, business user requirements, or customer experience strategy
• Experience with implementing end-to-end service designs and plans for digital solutions
• Demonstrated ability facilitating and collaborating on meetings/workshops, including ability to drive alignment and decision-making
• Demonstrated ability to drive and articulate design challenges and solutions
• Ability to communicate detailed requirements into a digestible, fluid message that can be tailored for multiple levels of the organization
• Familiarity with working in an Agile environment and software-related service delivery

Preferred Qualifications

• BA or BS degree in HCI, Design, Strategy or related field
• Experience with client negotiation and setting expectations against real world limitations
• Experience with illustration work or creative visualization and communication of data from generative research, insights, and findings; proficiencies developing, designing, and maintaining wireframes to delivery of high-fidelity UI mockups
• Proficiencies design tools, such as Adobe Creative Suite, Figma, Miro, process mapping tools