Lead Service Designer

What you'll do

As a Lead Service Designer, you will work with researchers and information architects to enable and improve the relationship millions of DocuSign users have with our brand, around the globe over time.

The service design team supports product experience and delivery first by illuminating the state of our present systems and customer relationships over time, and second, by supporting DocuSign teams in moving toward achieving a better state across the full sweep of DocuSign products.

This position is an individual contributor role reporting to Director, Service Design.

Responsibility

• Explore and define end user needs with partners using service design methods and lifecycle, including strategy, research, experience mapping, ideation and concept creation, workshop design and facilitation, service blueprinting, and service prototyping
• Work with partners to create foundational design deliverables that support teams building digital experiences
• Support delivery teams by helping them focus on what they must to deliver great experiences
• Galvanize and align teams to work together to meet end user expectations and work toward positive outcomes
• Partner with non-technical teams across DocuSign to deliver on our internal and external brand promise

Job Designation

Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)

What you bring

Basic 

• BA/BS degree or equivalent work experience
• Minimum of 12 years of designing consumer or enterprise experiences for a digital or real-world service
• Minimum of 3 years mentoring or managing more junior team members

Preferred 

• Portfolio of work demonstrating product research and design strategy, strong communication and storytelling skills
• Ability to bring service design, a relatively new discipline, into an organization through teaching and doing
• Experience and knowledge of user research, user experience and product design to the degree that you can empathize with and support planning and execution for those who do that work
• Experience creating the right conversation at the right time for people who need help seeing and acting on the challenges and opportunities in front of them
• Ability to identify systems and relationships within and across features and products
• Ability to evolve communication, collaboration and delivery based on team needs
• Creative problem solver and natural communicator who clearly articulates decisions and tells compelling stories that inspire action
• Ability to draw on an inner optimism around the hard work of change and adaptation
• Belief that we have a responsibility for what we put into the world and you care deeply about doing work that reflects well on your team and your company’s brand
• Curiousity, open-mindedness and ego-free, with a growth mindset and thrive on continuous learning