Senior Service Designer

We are looking for a Senior Service Designer to join our Commerce and Customer Service product teams – A group of passionate, cross functional teams that are dedicated to building Spotify’s unified commerce and customer service capabilities and experiences. Our teams advance the Spotify mission by making it easy for listeners to buy from Spotify and for creators to make a living from their work.

We are passionate about building extraordinary internal tools and infrastructure as much as we are about end-user experiences, and we take a human-centric approach across every touchpoint for anybody interacting with our products. In this role you will have the opportunity to interact with many roles and functions across Spotify and, together with our product teams, work to improve the commerce ecosystem.

What You’ll Do

• • Contribute to the definition of our commerce and customer service experiences for Spotify listeners and conceptualize and drive decision-making for how it is operationalised with our internal teams.
  • Work across small multi-disciplinary teams made up of representatives from engineering, product, insights, design, and marketing, among others.
  • Use research, data, workshops and interviews to craft internal business processes and capabilities required to deliver on initiatives.
  • Build tailored artifacts such as presentations, visual maps, service maps, sophisticated journey maps, service blueprints, etc. to drive relevant paths forward.
  • Plan and lead co-creation workshops with team members and partners as part of analysis and design of new experiences and processes.
  • Drive operational excellence and efficiency, delivering appropriate design quality within budget and project parameters.
  • Explore and articulate options for process propositions beyond product propositions based on knowledge of partner/operations/systems context.
  • Work with your peers in Insights, Research, Engineering, Design, Product, and Marketing to turn workflow brainstorms and business needs into user journey diagrams and service blueprints that can be consumed internally at all levels.
  • Take into account existing insights, technical constraints, business needs, and specific platform demands to produce data-informed solutions.
  • You’ll take full ownership of your work and total responsibility for every last detail, every step of the way, from whiteboard sketching to high-fidelity final treatments.
  • Rapidly produce multiple concepts and workflows, understanding when deeper exploration is warranted and when it is best to change paths and try another approach.
  • Engage with and contribute to the Freemium Mission design organisation.

Who You Are

• • Proven experience delivering considered end-to-end, surface-to-core experiences as a Service Designer, Information Architect, Product Designer or similar.
  • Strong communication skills to help set up frameworks and brainstorm initial design concepts. You love to collaborate with lots of different functions.
  • You have a people-focused design mentality and want to design and build services/systems/products/features that truly have meaningful impact.
  • You love thinking big, and at the same time, you know when to apply pixel-perfect attention to detail.
  • You’re hungry to learn and evolve in all things. From design craft to process to industry and market trends — you never stop pushing into the next big challenge and fit right into our growth-focused culture.
  • You’re adept at navigating complex, fast paced organisations.
  • You are constantly looking to hone your instincts through a variety of inputs – including trend analysis, benchmarks, feedback and data insight.
  • The ideal candidate has previous experience working in a business/technical consulting environment, but not mandatory.
  • Please provide an online portfolio, or PDF that you can share with us, ensuring you provide any necessary passwords. Applications without a portfolio are unlikely to be considered.