Senior Service Designer

We’re seeking a Senior Service Designer to support the company’s rapid growth. You will take a critical leadership role in shaping the holistic end-to-end strategy and vision for the loan processing experience— the behind-the-scenes workflows, systems, and processes that help small business owners connect with the capital they need to grow their businesses. You will own design discovery and execution for the loan processing experience in partnership with cross-functional stakeholders spanning senior product managers, designers, lending operations, bank partners, and others who are pushing the boundary on how to make capital more accessible to small businesses.

How You Will Make An Impact:

• Create streamlined, seamless experiences for backend loan processing with consideration for touchpoints and interactions across the end-to-end experience
• Lead service design activities, including planning, designing, facilitating workshops, user interviews, and creative brainstorms
• Create experience/ecosystem maps, user journeys, and service blueprints, interaction models, process flows, storyboards, and prototypes
• Uncover user needs through research, develop deep insights, generate concepts, and craft how people will interact with the products and services we design
• Participate in reviews with cross-functional teams and facilitate key design decisions across a variety of stakeholders
• As the first service designer, you will help define, shape, and develop the service design function at SmartBiz

What We Are Looking For:

• 5+ years professional experience with foundational service design methods and processes
• Ideally 2+ (of the 6 years) in fintech or a comparable complex industry such as healthcare
• Proven experience coordinating a team to deliver a vision or strategy you’ve helped articulate
• Ability to work with complex processes and ambiguity
• Strategic and holistic systems thinker
• Compelling storyteller with strong communication, collaboration, and stakeholder management skills
• Passion, proactiveness, and a can-do attitude

Preferred Qualifications:

• Background in Human-Computer Interaction, UX Design, Psychology, Anthropology, or Sociology

• Experience with common digital design tools (e.g. Sketch, Figma, InVision, Adobe Illustrator, etc.)