Senior Service Designer

Intuit is looking for a senior service designer to help define how the QuickBooks Live service is delivered to small business owners. QuickBooks Live Bookkeeping is an online bookkeeping service that connects small businesses with trusted, QuickBooks-certified virtual bookkeepers.You will work with the team that defines the domain-specific standards and processes for accounting professionals to deliver high quality bookkeeping services and drives implementation across the organization. You’ll create, define, and refine the steps accounting professionals take in doing their clients’ books, ensuring the books are complete, correct, and on time. As a service designer, you’ll work with a cross-functional team that’s passionate about solving the most critical user problems using user-centered design methodologies so that the accounting professional can focus on what matters most — powering the prosperity of their small business clients.

What You’ll Bring

• 5+ years designing, releasing and curating delightful service experiences at scale
• Knowledge and experience within a relevant service design discipline (Systems Design, Business Design, Organizational Design, UX/Interaction Design)
• Prefer experience in a domain with a high degree of systemic complexity and high-stakes outcomes
• Minimum Bachelors or Masters degree in HCI, or equivalent experience
• Demonstrated mastery of the design process – empathy, exploration, definition, iteration

How You Will Lead

Details of what you’ll do:

• Work with cross-functional partners to analyze service metrics and data to identify opportunity areas, frame design decisions, develop ideal states, and resolve service issues.
• Lead service design activities, including: plan, design, facilitate, and synthesize 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 Deep Dives and Experience Reviews with cross-functional teams, and facilitate key design decisions across a variety of stakeholders.
• Help define, shape and grow Service Design at Intuit. We want you to innovate on both what we do and how we do it.

What You’ll Contribute To The Team

• Experience in core service design methods and processes
• The ability to zoom out to see the big picture, then diving in to nail the important details with a systematic approach
• Comfort with extreme ambiguity and gnarly problems
• Ability to shift from working in the field to the boardroom and back again
• Superlative negotiation, communication, and storytelling
• Creative confidence, a curious mind, and an enthusiastic work ethic
• A laser focus on delivering an incredible experience for our customers
• Enthusiasm, creative grit, and a can-do attitude — you know how to win together