Senior Service Designer

What you’ll be doing:

As a Senior Service Designer, you will be a hands-on expert, deeply involved in shaping the employee experience for our new AI-enabled marketing platform. You will focus on Journey Management, System Thinking, Service Offerings, and Service Ecosystems, designing practical solutions that streamline workflows and enhance employee interactions across all touchpoints, directly contributing to our “make work, just work” mandate. You will collaborate closely with researchers to leverage insights.

You Will:

• Design & Optimize Service Experiences:
  • Facilitate high-impact workshops with global stakeholders and employees to co-create comprehensive service blueprints and ecosystem maps
  • Drive the mapping, management and optimization of employee journeys, utilizing insights from research to identify pain points and opportunities for improvement within the platform’s service experiences across global agencies.
  • Apply system thinking to design and refine complex service ecosystems, ensuring seamless integration and efficiency across various tools and processes.
  • Design and prototype innovative service concepts, including digital interfaces within the platform, physical touchpoints (e.g., support channels), and new operational processes that enhance efficiency and collaboration.
  • Contribute to the definition and refinement of core service offerings that support the new ways of working.
• Drive Collaboration & Enablement:
  • Collaborate with Behavioral Designers to identify and integrate opportunities for nudges and behavioral interventions within platform workflows, driving adoption and efficiency.
  • Work closely with Instructional Designers to ensure clear communication and effective training for platform users, aligning with our strategy for micro-learnings and just-in-time content.
  • Partner with dedicated researchers to leverage qualitative and quantitative insights that inform journey mapping and service design decisions.
  • Actively participate in user testing and gather continuous feedback from employees to iterate on designs, focusing on reducing friction points and accelerating time to proficiency.
• Contribute to Strategic Impact:
  • Present compelling design solutions and strategic rationale to project teams and internal stakeholders, articulating how designs directly support the strategic vision for transformation within Change and Enablement.
  • Contribute to the measurement of platform adoption and identify areas for continuous service improvement.

What you’ll need:

• 5+ years of dedicated experience in Service Design, with a strong portfolio demonstrating work on complex internal systems, large-scale organizational change, or enterprise platform implementations.
• Proven expertise in Journey Management, System Thinking, Service Offerings, and Service Ecosystems design.
• Proven ability to navigate and design for the unique challenges of a global, matrixed organization.
• Proficiency in a wide range of service design tools and methodologies, coupled with a solid understanding of enterprise-level challenges and opportunities.
• Strong understanding of how to leverage user research findings to inform design, and experience collaborating effectively with research teams.
• Excellent communication, collaboration, and problem-solving skills, with a demonstrated ability to influence and build consensus within complex organizational structures.