Service Designer II 

What You’ll Be Doing

We’re looking to change the world by building software with a soul, and we want your help.

The Service Designer II is responsible for contributing to the design of the end-to-end journey of a customer service by developing concepts, prototypes, and solutions based on evidence of needs and organizational outcomes. They bring service design skills and an ability to plan and organize resources to directly improve the human experience and usability performance at all touch points. They collaborate on cross-functional teams to set direction and embed best practices to ultimately achieve greater outcomes and experiences for our customers and their users.

We need your Service Designer skills! What other skills will help you succeed at Fearless? Glad you asked! We’re excited about candidates who can accomplish the following:

Responsibilities And Contributions

Organizational and Leadership Role

• Independently executes and implements solutions with minimal direction from senior Designers or team leaders.
• Coaches and mentors others to develop their professional skills and improve the quality of their work.
• Strengthens Fearless’ service design community and fosters positive collaboration across the company.

Functional Roles:

Collaboration & Communication

• Recommends tools and methods to the team and customer.
• Facilitates difficult discussions within the team, diverse senior stakeholders, and customers.
• Evaluates current strategies to ensure business requirements are being met and exceeded where possible, and communicates the findings to the team and customer.
• Articulates how services connect consumers and customers to business objectives.
• Collaborates, actively networks, and provides diverse feedback to the team at times when information can be fully absorbed.

Research & Analysis

• Designs and conducts research activities with customers and team members to drive a deep understanding of the people that use products and services.
• Identifies the needs of technical and business stakeholders and interprets them in a way that is clear for both audiences.
• Communicates research findings, conceptual ideas, detailed designs, and design rationale and goals both verbally and visually.

Design

• Maps the service experiences of users and defines how organizations need to change their delivery and services to be most effective.
• Crafts user journey maps, user personas, and service blueprints that identify pain points and address all dimensions of the customers’, users’ and business’s needs in a given service.
• Contributes to the development and iteration of design concepts.
• Facilitates participatory and iterative design activities and co-creation workshops with stakeholders and team members.
• Designs solutions based on evidence that target both the user’s experience and the organization’s ability to implement and scale.
• Designs prototypes and solutions for all touch points throughout experiences across networks of users and interactions.
• Creates or collaborates on prototypes of various levels of fidelity to showcase user needs across omni-channel journeys.
• Designs, builds, and executes usability tests for service and product prototypes.

Must-Have Skills

Essential Skills, Experience, or Competencies

• Understanding of service design principles, design thinking, human-centered design, visual design, interaction design, content design, user research, and user-centered design strategies.
• Experience of three basic service movements: before, during, and after.
• Ability to absorb large amounts of potentially conflicting information and use it to produce simple designs.
• Ability to identify and communicate constraints and work within them.
• Experience differentiating user needs and the desires of users.
• Experience working in agile, including an awareness of agile tools and how to use them.
• Experience with a variety of prototyping tools and techniques.
• Experience conducting a variety of research activities with customers and/or using qualitative and quantitative tools for research.
• Ability to operate and manage work, strategically reason, build relationships, and influence others.
• Ability, and willingness, to engage in storytelling efforts that provide insight to clients and stakeholders into the work.
• Be available and responsive during core business hours (10 am – 4 pm EST).
• Exhibit self and situational awareness when framing questions, sharing information, or offering opinions.
• Respect for and commitment to milestones and deadlines; accept offers to review and help shape project plans.
• Experience engaging and communicating with stakeholders to ensure project success.
• Ability to proactively communicate and work autonomously.
• Ability to successfully obtain required public trust clearance before starting position.

Icing-on-the-Cake Skills

• Experience using service design skills such as systems design, business design, industrial design, graphic design, or interaction design.
• Experience concepting and iterating on interactive prototypes.
• Experience working with Government customers.