Senior Service Designer

Position Overview

We are looking for a Senior Service Designer reporting to the Senior Service Design Manager within the Digital Experience & Customer Empowerment (DXC) organization. The DXC team ensures delivery of a seamless experience across the full customer life cycle from discovery, consider, buy, onboard, use, and extend. Our team partners with marketing, sales, customer success, legal, engineering, product management, analytics, user research/insights and others to achieve success together.

You will support the Experience Design organization through mapping and improving the end-to-end customer experience for our products and services. We are participating in building a Journey Management capability to guide the adoption and centralization of journey maps across the business. You are a systems and process thinker with hands-on experience working in enterprise design organizations and expertise in both Service Design and UX. You will help shape Autodesk’s customer experience strategy and guide working teams on how to grow a seamless, effortless, and cohesive digital experience across all phases of the customer journey. You have multi-methods service design skills and techniques, can work through all phases of the design process, and can collaborate with diverse and global teams. You will collaborate with multiple levels of seniority which includes researchers, UX designers, product designers, content writers, product managers, engineers, and partners who share your experience delivering experiences to differentiate Autodesk in the marketplace.

Preference for candidates in Bay Area, CA or Atlanta, GA.

You must include both your resume and portfolio with password when applying

Responsibilities

• Map persona-based journeys with a holistic view of the experience by identifying important touchpoints and moments that matter, how those touchpoints are connected, and how people experience the Autodesk
• Collaboration: develop a network of collaborators across departments and seniority levels
• Co-creation: facilitate collaborative workshops with partners throughout the company
• Produce artifacts such as journey maps, service design blueprints, service prototypes
• Platform, process, governance: Co-develop a journey management framework, help implement it
• Education and enablement: Participate in the democratization of Service Design through training and coaching
• Partner with CX, research teams, analytics teams to refine and monitor experience metrics and VOC

Minimum Qualifications

• 5+ years of demonstrated experience in service design methods
• Team player with user-centric empathy
• Experience delivering multiple digital products from start to finish
• Ability to identify and communicate constraints and can work within them
• Able to break down complex concepts and communicate them across different audiences
• Experience working in collaborative engagement models that involve representation from a range of fields
• Facilitation skills, co-creation methods, ethnographic research, and prototyping
• Experienced at imagining the future and visualizing service concepts to create excitement across the organization
• Expertise conveying ideas and concepts through storyboarding, wireframing, and prototyping
• Ability to inform business strategy using design methods
• 3+ years of experience using Mural, Figma, FigJam, Journey Management tools and other collaboration tools
• Ability to scope, start, complete projects
• Do what is right in a given situation, and deviate from the ideal process if the situation warrants