Senior CX Service Designer

Position Overview: We are in search of an experienced service design professional to join our team as a Senior CX Designer for a 6-month engagement. The selected candidate is required to work in the Eastern Time Zone, and working hours are 20 per week.

Workplace Type: Remote

Responsibilities:

• Researching, developing, and validating current and future state service design blueprints that help define and visualize service delivery, value creation, and support processes for the business
• Coach & act in a “teach to fish” model with the customer
• Mapping end-to-end customer journeys including user-impacting systems, touchpoints, and processes
• Workshop facilitation and related human-centered stakeholder engagement to facilitate co creation of service design, system map, and user journey artifacts
• Scoping, planning, and delivering service design efforts as standalone initiatives or part of existing projects
• Collaboration with strategists, designers, researchers, product managers, and engineers to envision, design, and test new customer and service delivery experiences
• Presentation and playback of service design artifacts to cross-functional audiences including executive leaders
• Developing and evolving service design methods, tools, and related resources for the team
• Creating case study examples of service design artifact development, testing, and use
• Utilize design tools such as Figma to create wireframes and high-fidelity prototypes to support Experience Design workshops

Requirements:

Ideal candidate will have at least 7 – 10 years demonstrated experience or other proven track record:

• Creating service design blueprints that visualize and guide outcome-driven process and measurable business impact
• Prior experience in coaching
• Delivering and piloting service design projects of various sizes using a broad range of service design methods and approaches, including service proposition development, workshop facilitation, co-design, research, usability testing, and training
• Using design thinking and other human-centered approaches to facilitate engagement, alignment, collaboration, ideation, and decision making among cross-functional stakeholders
• Updating and designing wireframes and high-fidelity prototypes as part of design thinking engagements
• Presenting, visualizing, and communicating complex process and journey flows to various audience types (leadership, clients, internal stakeholders)

Some experience in the following areas is desired:

• Prototyping and UI/UX design
• Design sprint participation and/or facilitation
• Engaging professionally with clients and/or other external business audiences
• Working with cross-functional or multi-disciplinary teams
• Working in an agile software development context