Senior Service Designer

This Senior Manager of Service Design will lead a global service design team to provide creative leadership and drive a consistent service experience in GCX (Global Customer Experience) division.

The right candidate will have a deep understanding of the business needs and a passion for creating the ultimate customer journey! Through defining key moments of truth based on customer insights, and identifying problems based on key performance indicators, this role will deliver an engaging world class customer support experience. As a leader this person will help teams set sights on the north star to guide service development across the GCX organization.

Key Responsibilities:

• Take multiple inputs (Research and benchmarking, data analytics, voice of the customer & teammate feedback) to uncover customer needs and problems and turn these into clear direction for the service experience.
• Gather and synthesize interesting qualitative & quantitative insights to drive a data-led approach
• Continually evaluate and improve on the methods and processes to ensure we are always offering the best solution for customers
• Collaborate with Growth & Product to understand our key business objectives, customer Goals, GCX critical metrics, Segmentation
• Develop a partnership with GCX leaders, CS Tech leaders and industry experts to create a compelling service experience, vision and principles, that is uniquely eBay and brings our strategy, brand and DNA to life
• Establish a consistent and global design framework to guide service efforts
• Lead the development of service concepts, blueprints and other service design artifacts
• Keep an active lookout for risks, potential gains and issues to anticipate industry trends and opportunities to advance the service goals
• Facilitate design thinking workshops with a variety of personas (Business, technical etc.) across the entire design process, research, ideation, design & delivery
• Engage in ongoing activities that enable us to learn, practice, and evolve our service design subject area

Job Requirements

• Positive track record in leading a strategic service design function in a customer service environment, demonstrating experience applying systems thinking to design problems and working in a technical domain
• 8+ years experience in service design in a Call Center environment
• 5+ years people leadership or management experience
• Experience fostering hard-working teams in high-growth, ambiguous environments with remote global staff
• Passionate about service design crafting human-centered services; a true customer advocate