Senior Service Designer

As part of the Global Product Design Organization, the Senior Service Designer (UX Researcher) plays a key role in shaping the user experience by driving research to provide user insights that will inform product design, service design, and strategy. As a service designer, you will collaborate with designers, product stakeholders, developers, Business leaders, sales, and customer support to conduct high quality research to understand service touchpoints, internal processes, and user journeys. We strive to learn and understand our users’ needs and behaviors to help create useful, usable, and engaging products, features, and services.

You should have a deep understanding of design thinking and service design practices. You will conduct discovery methods, such as facilitating workshops and interviews, to provide research findings on service experiences and system mappings. You will also play a key role in promoting end-to-end service solutions that produce cohesive experiences. In this role, you will be instrumental in influencing business strategy by highlighting the processes and challenges within experiences that span multiple touchpoints, channels, and countries, and creating future-state solutions.

What Part Will You Play?

• Facilitate co-creation workshops and create service blueprints
• Obtain a holistic view of an existing end-to-end process with the ability to envision and communicate its ideal future state via business strategy, analytics, and user experiences
• Develop an understanding of product ecosystems and limitations to identify focus areas for improvement
• Ability to apply logical thinking to solve complex problems on a systems level
• Promote service design methods and perspectives through various presentation styles
• Ability to communicate and collaborate across diverse geographies, functions, and lines of business
• Share research findings and recommendations to diverse audiences through written documentation and oral presentations
• Understand and translate business requirements and constraints into research initiatives
• Create personas and user journeys to better understand our end users
• Create user research test plans and protocols
• Collect and analyze user needs and behaviors via qualitative research (i.e. stakeholder and user interviews, surveys, field visits, usability testing, remote testing)
• Collaborate with designers and product managers to prioritize research findings in a fast-paced environment
• Keep abreast of industry and user experience trends, and best practices and promote research within the team

What Are We Looking For in This Role?

Required Qualifications

• Bachelor’s degree in Anthropology, Human Computer Interaction (HCI), Sociology, Psychology,  Industrial Design, Interaction Design, or related field or practical experience
• Minimum 3 years relevant work experience within user experience, service design, product design research, experience design, or related field
• Experience with research design utilizing various methods, such as foundational research, persona creation, contextual inquiries, journey maps, surveys, usability studies, service blueprints
• Strong background and proven record in implementing design thinking methodology
• Strong ability to synthesize complex information from various sources to uncover the details in the big picture and make connections between other business initiatives
• Experience creating service blueprints and user journey maps, and other service design methods (i.e. ecosystem loops, concept walkthroughs, impact journeys)
• Experience creating and/or collaborating on user stories and information architecture
• Ability to work through ambiguity and solve complex problems
• Ability to make decisions and adapt based on understanding of business goals, needs, and challenges
• Ability to effectively communicate & collaborate with Senior Leadership
• Must be self sufficient and be able to navigate project constraints and complexity
• Must have excellent time management skills: be able to handle multiple projects at one time and prioritize needs and projects
• Must be a collaborator and team player

Preferred Qualifications

• Degree (MS/BA/BSc) in a related field
• Preference for 4 – 5+ years of experience, but open to less experienced individuals who can demonstrate strong knowledge and skill set
• Knowledge of Salesforce a plus
• Experience with sales process a plus

What Are Our Desired Capabilities?

• Strong ability to empathize with users
• Strong understanding of the strengths and shortcomings of different research and design thinking methods, including when and how to apply them during the product life cycle
• Knowledgeable and have a deep understanding of the user-centered design process
• Experience with remote research tools (i.e. UserZoom GO, UserTesting)
• Excellent visual, written, and oral communication and presentation skills
• Self-starter who takes initiative
• A strong eye for detail, initiative and committed to delivering high quality work independently or as part of a team