Service Designer

We are looking for service designers who will help us differentiate with a world-class customer experience that consistently outpaces expectations and transforms our offering from a quality product to an indispensable service that our customers love and rely on. We’re looking for those who care deeply about their customers, are able to understand complex systems of information and simplify that information for others, and will bring a sound, process-oriented design methodology.

As a Service Designer at Mailchimp, you:

• Enjoy collaborating with cross-functional stakeholders
• Love exploring the latest and greatest service design processes and methods
• Work to help define problems, hypotheses and goals based on research and data to map clear and compelling experiences
• Can adapt quickly and take action on insights while staying focused on results
• Are customer focused and value diverse perspectives

What you’ll do here:

• Be responsible for articulating and mapping user journeys and holistic view of the experience by identifying critical touchpoints, how those touchpoints are connected, and how people experience the Mailchimp brand
• Collaborate with other members of the customer experience team (researchers, strategist, etc) to identify and articulate customer experience improvement opportunities
• Assist in facilitating alignment that balances stakeholder and customer needs
• Supports efforts to ensure the end-to-end experience meets or exceeds the needs and objectives of customers and meets our core business objectives in a measurable way.

We’d love to hear from you if: 

• You have experience designing compelling user experiences; bonus if you have experience empowering small business owners
• You have experience working with a range of human-centered and accessible design techniques such as conceptual models, personas, user journeys, service blueprints, wireframes, and interactive prototypes to convey the expanse of a user’s experience.
• You are able to navigate, coordinate and facilitate discussions between multiple lanes of business
• You have proven experience in research through competitive analysis, rapid prototyping, and in-person testing and interviews with customers
• You’re experienced in working with Miro and Figma; or the ability to quickly learn these tools; bonus if you have experience working with tools like Qualtrics, Pendo, or Looker.

How you’ll work:  Our Core Leadership Behaviors are the observable and measurable leadership actions and skills that contribute to our effectiveness and success in our roles at Mailchimp. They determine how we do our jobs and how we meet our goals, enabling us to bring out the best in each other and execute on our strategic plans to deliver for our customers.

• Thriving in Complexity: You unravel and make sense of potentially sophisticated, incomplete, and contradictory information to effectively solve problems.
• Nimble Learning: You tackle problems with experimentation, using successes and failures to inform future decisions
• Expecting the best: You hold yourself and others accountable to meet commitments
• Collaborating Courageously: You build partnerships across the company and work collaboratively with others to meet strategic goals
• Cultivating Candor: You act with integrity and earn the confidence and trust of others through honesty and authenticity
• Inclusive Leadership: You recognize the value diversity brings to our organization and leverages different perspectives to enhance organizational culture and drive performance
• Customer Obsessed: You listen hard to customers, understand their challenges, develop relationships with them, and deliver products that remove their obstacles
• Action Oriented: You initiate new opportunities and face tough challenges with a sense of energy, enthusiasm and service