Service Designer

The design team within Data and Growth tackling some of the gnarliest problems at Twilio – helping our customers wrangle the complexity of their customer data, clean and protect it, and use it to power end to end personalization to delight their end customers . As a service designer within Data and Growth, you will lead the org in thinking end to end our most critical customer experiences across the Segment, Sendgrid, and Twilio Engage product lines. You will work to improve the experiences that cross typical product area boundaries – like those that include a human interaction alongside a digital one, or those that involve a transition between products. You also won’t do this alone – you will work highly cross-functionally, driving projects that bring together key stakeholders from different teams needed to execute on our ultimate end goal.

Example projects include:

• Understanding and improving the upsell or cross-sell journey between products
• Improving the onboarding and human aided implementation experience
• Designing the migration and education path from a legacy experience to a freshly launched product

Who?

Twilio is looking for a researcher who lives the Twilio Magic and has a demonstrated track record of strategic impact.  They also have:

• 5+ years experience in design, design research, or design consulting
• A track record of service design thinking or project work – aka projects with a scope beyond strictly product experience
• Confident facilitation abilities, and a track record of leading cross-functional teams through complex projects.
• Experience running your own user research
• Proficiency with contemporary design and prototyping tools and methods
• Solid visual and communication design skills
• Bonus points if you’ve worked in B2B or on technical product experiences.

What?

As a Service Designer, you will live the Twilio Magic values:

• WEAR THE CUSTOMER’S SHOES: You hold the customer at the center of every decision made, and are a constant advocate for customer insights and customer empathy.

• WRITE IT DOWN: You can capture and present findings in compelling ways, present extremely complex problems or solutions with clarity, and use visuals to communicate concepts.
• DRAW THE OWL: You can improvise on a tight timeline, get creative with a project based on needs and constraints, and strike a balance between speed and rigor.
• EMPOWER OTHERS: You are comfortable coaching and facilitating teams, and you’re transparent and communicative with cross-functional teammates and stakeholders.