Service Designer

Fujitsu is thrilled to have this net-new opportunity as part of its global DX transformation and is seeking an inventive and driven Service Designer to join our ever-growing business. At the heart of this transformation, you will be part of a growing Consumer Experience team within the Application Services Transformation division.

The Service Design Lead is an experienced design thinker who is passionate about designing innovative and compelling service experiences at scale.  You absorb the brand of the business you work with and fall in love with solving complex service design challenges.  You enjoy venturing into new areas of service design in public and private sector.  You have a gift for putting people at the center of everything you do and it’s probably the way you generally think about the world around you.  You appreciate working on projects that have a strong sense of purpose where your service design skills are used to improve people’s lives and make the world a better place.  This delivery-focused role will support the development and implementation of transformational solutions with key clients, both private sector and public sector, across North America.  This position will be remote and the successful individual can be located anywhere within the United States or Canada.

Why join our team? Fujitsu is a diverse award-winning global organization with over 150,000 employees in 100 countries. Our purpose is to make the world more sustainable by building trust in society through innovation. This is our way of working and our vision for the future. To make this happen we need to employ people who share our vision for the future. People who recognize the vital role technology plays in making the world a better place. People who can shape the way the world lives and works. Come and be part of our future by shaping your career and the world with us.

A typical day will involve:

• Practice Building: Co-create the service design practice
• Interact with the Service Design industry by keeping up to date on new trends, advancements, and best practices, and create thought leadership
• Develop methodologies, repeatable templates and set delivery standards
• Facilitate, coach, or train cross-functional agile delivery teams and others on the integration of human-centered design methods into work generally
• Evangelize the value of service design to internal stakeholders, including developing and delivering presentations and hosting service design educational sessions
• Attract new service design talent to the team
• Sales Support: Collaborate with high-value pursuit teams
• Collaborate with pursuit teams to position service design services
• Assist in scoping and estimation of new service design projects
• Create success stories and case studies based on the great work you do
• Lead and Deliver: Drive end-to-end service design projects from vision to implementation
• Collaborate with stakeholders to set service vision, principles, values, and success criteria as well as people and business-centric outcomes
• Apply human-centered design and systems thinking to understand and improve the end-to-end service experience
• Lead multiple service design projects at various stages of their completion
• Lead service design activities including the creation of service design deliverables such as user research, persona and empathy maps, employee and consumer journey maps, service blueprints, data flow, and process diagrams, and coordinate and run end-user usability tests
• Design and conduct primary and secondary research that includes consumer and employee experience analysis across contact channels (mobile, web, social media, phone, face-to-face, print, mail, etc.). Benchmark and identifies gaps, opportunities, and solutions.
• Facilitate stakeholder interviews and co-creation workshops.
• Conceptualize and construct low fidelity prototypes (sketches, storyboards, wireframes, etc.)
• Focuses on achieving measurable people-centric outcomes and business-focused outcomes
• Ensures projects move forward at pace, synchronized to an agile delivery approach
• Translates from big-picture overall view of the end-to-end service journey to specific needs, opportunities, solutions, and metrics
• Helps teams integrate specific design and development work into the overall service experience and measure results
• Establishes shared ownership of solutions, aligns interests, and eases change by working alongside program teams from executives to front-line staff in the co-design and co-delivery of new processes and policy
• Plans and implements integration of the new solution with current service operations, including areas such as impacts and migration for service delivery, policy innovation, change management and organizational culture
• Other responsibilities as required or requested

The successful candidate will have the following skills and background:

• 3-5+ years of experience as a Service Designer or 7+ years of experience in a related field such as UX/UI Design, CX Consulting or Customer Research
• Minimum Bachelor’s degree. Ideally graduate degree or equivalent experience in Design (Graphic, Service, Research, Interaction, UX, Industrial, etc.)
• Established relationship management skills, with a strong focus on developing and sustaining effective relationships with key stakeholders
• Experience using a human-centered design approach (UX, customer experience, service design, interaction design, etc.)
• Experience planning, conducting, and analyzing behavioral/ethnographic field research to understand user, employee, and government needs and goals
• Experience analyzing research data and presenting findings in diverse ways
• Experience with prototypes in different media across digital and physical channels
• Experience moving through projects shifting focus from small details to understanding the whole system and the relationship between them
• Experience using advanced oral and verbal communication skills with staff at all levels of an organization to address the value of service design
• Experience creating journey maps and service blueprints or other visual representations of user needs
• Experience facilitating and leading co-design workshops
• University degree in design, psychology, human factors, human-computer interaction, library science or four (4) years of experience as a Service Designer
• Experience working with digital services (services including a significant digital component; may include other channels)
• Experience facilitating, coaching, and mentoring small and cross-functional teams in service design
• Experience creating service metrics and measures
• Experience working with organizational change for service implementation (policy, staffing, etc.)
• Experience leading small and cross-functional teams to enable the delivery of services
• Experience working in the public sector
• Experience working with large organizations