Senior/Lead Service Designer

This role has two aspects: 

1. Service Design Hands-On (60%)

We need your observational, organizational and storytelling expertise to bring to life new and impactful service systems and experiences across a variety of industries. You will use your mapping and prototyping design skills applied to new service systems and blueprints using visual mapping, decks, documentation and storytelling skills. 

2. Research and Strategic Thinking (40%)

We need your curiosity and analytical thinking to explore and provide insights on a variety of user experience challenges. You have experience evaluating human experiences and behavior to uncover barriers, opportunities and unmet needs. You will communicate research findings through a variety of formats such as decks and presentations, apply research insights to design solutions, and develop prototypes for testing. 

What you’ll do: 

• Design: Collaborate with the design team, strategists and clients to deliver service vision, frameworks and plans on a broad range of service design and customer experience projects 
• Research: Participate in planning the research, evaluate and communicate findings on a variety of experiences 
• Train: Coach and train clients in human-centered design and engage and inspire within the broader design community 

To be successful on the team, you will need: 

• Exceptional service design talent as demonstrated through a portfolio of work
• A collaborative and participatory disposition to connect with teammates, partners, and clients
• A mindset that embraces human-centered design to guide your work
• Ability to guide and inform clients and team members about solutions from your research and expertise
• Passion to continuously evolve your craft, staying on top of latest trends and tools
• Have an innate sense of curiosity
• Curiosity for art, design, technology and society, which lead you to have a personal philosophy of what you consider ‘good design’
• Flexible and open to new ideas and ways of working

What you’ll bring: 

• An impressive portfolio, with core strength in visual design across a variety of media and platforms
• 3+ years of experience delivering big, important service or product experiences
• Deep knowledge of design principles and methods, innovation, and ideation tools
• Experienced in applying research insights to design and basic understanding of qualitative research methodologies
• A 4-year degree in graphic design, or a relevant field

Who you are: 

• Empathetic
• Open-minded
• Adaptable
• Desire to work with and learn new technologies as they are released and implemented
• Encompass Integrity and clearly-defined values; you value being part of a strong team
• Detail-oriented and organized in professional and personal pursuits
• Positive attitude and commitment to exceeding customers’ expectations