Senior Service Designer and Discovery Researcher

Responsibilities:

Discovery Research

• Proactively planning and executing discovery research throughout the design and development lifecycle, from early strategic direction through post-release validation.
• Integrating and synthesizing complex data from diverse sources.
• Employing a wide range of research methods, including primary and secondary research methodologies
• Analyzing insights for business impact, with a lens of both customer outcomes and business impact
• Communicating and presenting research findings and insights in a clear and compelling way to a variety of audiences, including executive audiences.
• Collaborating in our Journey Management platform to connect insights with user journeys and resulting recommendations, drive strategic decision making and prioritization based on insights.
• Facilitating empathy and synthesis workshops with project teams and stakeholders to ensure that findings and insights are translated into actionable product improvements.
• Lead efforts in AI-assisted research, leveraging generative AI tools at every step of the research and Journey Management process and identifying when to use them and with a continuous improvement and deep curiosity mindset
• Partnering with other researchers on our team and with the broader research community at Autodesk to share and evangelize research findings, collaborate on projects to understand our customers’ end-to-end journey, and to promote research as a strategic driver for our products and services.
• Acting beyond just a practitioner of research, and taking responsibility to be an activator of research: making sure research insights turn into industry-leading products and services
• Supporting an outcome-oriented model measuring the effectiveness of research against business impact

Service Design 

• Mapping 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 Autodesk
• Collaborating with leaders:  develop a network of collaborators across departments and seniority levels
• Co-creating facilitate collaborative workshops with partners throughout the company
• Producing artifacts such as journey maps, service design blueprints, service prototypes, integrating business process mapping where appropriate
• Platform, process, governance: Co-develop a journey management framework, help implement it
• Education and enablement: Develop and deliver Journey Management training and coaching, including the development of training presentations, self-service guides and videos, scheduled cadences, and events
• Partner with CX, research teams, analytics, and other cross-functional teams to refine and monitor experience metrics and VOC

Minimum Qualifications:

• 7+ years of demonstrated experience in service design and research methods (quant and qual)
• Several years of experience in leveraging data science to substantiate decisions, as well as making design recommendations for next-generation personalized experiences
• Proven adoption of AI tools into the research and design process
• Team player with user-centric empathy
• Experience delivering multiple digital products from start to finish, delivering e-commerce solutions at enterprise scale
• 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
• Practical experience with scaling journey management
• Ability to inform business strategy using design methods

Preferred Qualifications:

• Degree in related field such as Product Design, Human Computer Interaction (HCI), etc.