Service Designer

The Service Designer Role will be part of a global Service Design Team that is responsible for driving world-class experiences in GCX (Global Customer Experience), placing the customer and our teammates at the heart. This role will utilise industry standard methodologies in our approach to supporting the customer in their interactions with eBay, enabling our teammates to seamlessly support them. You will work cross functionally, gaining a thorough understanding of the operational and business needs. This role will partner to deliver human-centric Service experiences in line with our Service Design Vision, GCX purpose and business strategy.

What you will Accomplish:

• Build and design the key service experiences in GCX (how a customer asks for help, channels, hours of operation, assisted contact experience etc.)
• Identify business requirements through a human centred design approach to create robust BRDs (Business Requirements Documents) that encapsulate the needs of GCX and the Business
• Understand, analyse, and map complex journeys and processes.
• Own the service design deliverables within a project such as service concepts, blueprints, and other service design artefacts.
• Play a key role on initiatives to influence the customer journey and experience
• Use design research techniques to uncover customer needs and difficulties; bring to life insights to help craft the best customer journey and bring the voice of the customer to the table
• Understand how Growth & Product objectives and customer goals impact on GCX critical metrics
• Develop partnerships with GCX leaders, CS Tech leaders and industry experts to create a compelling service experience vision and principles, that is uniquely eBay and brings our strategy, brand and DNA to life
• Crafting the base Service (MVP, Minimum viable product) and efficient differentiations where needed
• Work on critical initiatives for GCX in a service design capacity
• Work within a consistent and global design framework to guide service efforts
• Working collaboratively across GCX product and policy owners to bring the experience to life
• Partner with other GCX support functions (PMO, Readiness, Strategy, LEaD, Planning, OPRC) to design and deliver world-class customer and teammate journeys together
• Facilitate UAT (User Acceptance Testing) in collaboration with GCX Partners and CS Tech
• Be able to tell the customer story – through bringing all elements across the experience together to build an end-to-end understanding for wider teams. Help cut through the complexity.
• Be a creative problem solver who can put ideas into practice, demonstrating fast and experimental approaches to testing solutions
• Facilitate design thinking workshops with a variety of personas (Business, technical etc.) across the entire design process, research, ideation, design & delivery.

What you will Bring

• 5+ years’ experience in a customer experience environment
• Experience working with remote global teams
• Passionate about service design creating human-centred services; a true customer-advocate
• Knowledge of existing and emerging service design tools and methods.
• Track record in delivering service design solutions in a customer service environment, demonstrating experience applying systems thinking to design problems and working in a technical domain.
• Experience in technical and process documentation – detailing solutions and requirements across functional teams – an ability to bring the customer journey to life
• Strong change management and partner leadership skills
• Strong data analysis skills, able to apply a variety of analytical tools and approaches to solve different types of problems
• Demonstrates understanding and creativity in the use of technology to enable business improvements
• Able to communicate sophisticated technical topics in clear layperson’s terms, both verbally and in writing
• Design thinking advocate