Service Designer

What are we looking for?

After more than 160 programs run and 2000 entrepreneurs supported in 88 countries with the support of 1500+ volunteer mentors, we want to accelerate our understanding of our customers needs (B2B clients, Program Managers, Entrepreneurs, Mentors, Investors…) and speed up the evolution of the product and experience to meet their needs. Your job mission at Bridge for Billions is to constantly learn about our different user types, discover their true needs, and from these learnings design and implement unique human-centered solutions to help us move forward with our Product and Business’ objectives. As a strategic Service Designer, you will get to know our end users and clients on a daily basis by both talking to them and utilizing different user analytical tools (of your choice). In order to fully understand our users by heart, and to achieve top notch customer experience both program and platform wise, ultimately you are going to create a system from how to collect and process large-scale user feedback to not only conceptualizing innovative product features, but more importantly, optimizing user journeys and experiences of all user types. With this process you establish, you are the key active person representing the Product/Tech team working with both other areas of the company (Operations, Programs, Business Development, etc.) and business clients/partners in order to have the full picture of all business needs. The Product/Tech team aims to deliver a product and service that will fulfill the company mission and objectives at all times.

Your Roles & Contributions

Service Design (60%)

• Lead “pre-design” product/feature development cycles from discovering true user/client needs, setting business goals, and conceptualizing/visualizing recommended features through simple prototyping and sketches
• Internal – Proactively align with all areas/teams to clarify needs, JTBDs, and specifications (if any) to either discover hidden needs or conceptualize requests
• External – Lead customer discovery of both end users and business clients/partners by creating a process that fits the company workflow and dynamic, and ultimately achieve company business goals and objectives
• Be the “customer insight keeper” to optimize program and product experience
• From discovering, ideating, to creating – advocate for proposed solutions by framing the idea into actual action plan with tangible sketches and specifications for further execution

• Facilitate user testing during design & tech implementation phases to make better design decisions

Business Learning & Pedagogy for Entrepreneurs (20%)

• Utilize business and entrepreneurial knowledge to formulate learning methodologies and pedagogies for our incubation program participants (i.e. learning material development for various business concepts)

Product Strategy & Management (20%)

• Co-own Product Roadmap by regularly defining and prioritizing the product backlog with business vision in mind
• Benchmark our platform’s functionalities against other products (UX/UI market research to learn our competitors best practices) and propose cutting-edge solutions

Hard and technical skills

In short, these are the required hard and technical skills that we are looking for:

• Business & Entrepreneurship
• Familiar with Entrepreneurship: have sufficient understanding in entrepreneurs needs, founders struggles, Entrepreneurship education, incubation and acceleration programs management and mentors’ needs.
• Business & Innovation background: have knowledge in various business areas and be able to put them into learning frameworks and methodologies

• Professional UX and Service Design skills
• Effective communication at both strategic and tactical levels with a variety of stakeholders and business partners
• Knowledge of how to instrument and leverage web app analytical tools for user experience performance monitoring
• Deep customer interview skills
• User testing methods with static design mockups to collect valuable feedback for product improvement
• Consolidation of complex user journey of multiple user types in a visual way
• Prototyping skills to visualize proposed in-app features/UI or solutions (tools of your choice; simple hand-drawings and powerpoint/keynote count!)

• Others
• Excellent project management skills and be detail-oriented
• Spreadsheets & Keynotes are our everyday friends for almost everything
• Fluent in English & Spanish in both speaking and writing (native in English will be best)

…and these are the nice to have ones that you can also bring:

• User behavior analytical tools including HotJar & Mixpanel
• Basic to intermediate UI/UX design skill to create mid-high fidelity mockups by design tools including Sketch (huge plus+++).
• Prior knowledge to integrate non-tech third-party tools to hack our way into launching new features (Airtable, Zapier, etc.; any cool things you could bring to the table).
• Basic understanding of web applications and APIs and have worked closely with Engineering teams
• Technical product copywriting for the web app & product emails