Senior Service Designer

Position description

Whether it’s exploring opportunities to improve an end-to-end experience, reimagining a value proposition, or prototyping simple fixes to help an organization make progress toward a CX strategy, at G2O we believe that leading with the north star experience and then iterating toward it with creative solutions is how we help clients achieve valuable outcomes.

As a Senior Service Designer on our CX transformation team, you look beyond touchpoint solutions and apply experience-led thinking to define and deliver new multi-channel service strategies, ecosystems, or even new businesses to the market. You bring creative solutions for iterating toward better holistic service experiences within the constraints of an organization. You thrive in a highly collaborative cross-functional environment and know how to tell a compelling story about the future. You are a thorough, big-picture thinker, who can also roll up their sleeves and dig deep to deliver rewarding experiences.

You will be responsible for articulating a view of the target end-to-end service experience, engaging a wide variety of contributors and prototyping toward it. Day to day this includes:

• Working within a cross-functional team to create and drive the delivery of both virtual and in-person service experiences that are impactful for customers and associates and measurable for the business.
• Mapping the service experiences of users and defining how organizations need to change what and how they deliver so it’s more effective.
• Leveraging customer research to understand and articulate how services are or might be delivered, recovered and optimized within profit and non-profit organizations.
• Considering the micro, meta and macro perspectives in a system to draw patterns and move away from short-term thinking to long-term vision.
• Generating and thoughtfully articulating future concepts and experiences that envision how people will interact with the products and services we design.
• Co-designing new service models and value propositions to pull organizations towards CX transformation, including how organizations can re-organize themselves to deliver successful service experiences.
• Facilitating work sessions and engaging with a wide range of contributors across the organization to collect input and overall leading client project work toward successful outcomes.
• Translating opportunities uncovered through research into ideas, concepts and initiatives, exploring multiple directions and prototyping creative solutions of varying fidelity for both learning and communication tools.
• Producing artifacts to guide the creation and evolution of products and services such as Service Blueprints, Journey maps, Concept Designs, Storyboards, Service Experience prototypes, and Value Proposition Proposals.
• Working closely alongside strategic researchers, digital architects and UX designers to uncover the biggest experience priorities or planning and executing critical test and learn experiments.
• Leading internal initiatives to promote the practice’s growth and mentoring and helping team members to support project outcomes and personal development.

The ideal candidate:

• You approach things systemically and are natural at zooming out to see the big picture, then diving in to nail the important details.
• You thrive on taking the leap from insights to sparking new ideas and the process of exploring what is possible, within multidisciplinary teams.
• You run projects and take ownership of project deliverables. You define the necessary outcome of a project and, together with the team, consistently deliver high-quality projects/deliverables on time and on target.
• You’re passionate about growing people-first services. From value proposition to brand to customer experience to scale, you thrive in putting all of the pieces together.
• You are an expert in service design. You’ve mastered all the capabilities within the discipline, use a diverse set of methods & tools and proactively seek new knowledge within and beyond service design.
• You can tell a good story and easily communicate and envision service concepts and ideas to team members, partners, and clients.
• You spot and help develop new opportunities for clients and stakeholders. You help shape opportunities, proposals, processes and collaborations together with the team.
• You are self-aware and have a good understanding of your strengths and weaknesses when it comes to working with others.
• You challenge and inspire your colleagues and the design community about what lies ahead.

Required qualifications

The candidate must have:

• 5+ years of relevant experience in a design consultancy and/or service design related position
• Deep expertise in design thinking/human-centered design.
• In-depth knowledge and experience within a relevant service design discipline (Systems Design, Business Design, or Design Research) and willingness to broaden own skillset into adjacent specializations while refining mastery of primary skillset.
• Project or work experience that required you to understand and innovate within the fuzzy front end of the design process.
• Experience leading a wide range of projects and teams and interacting with clients within an agency environment — collaborative and “client facing.”
• A strong grasp of qualitative research and the experience to know when it is needed and how to apply it. Familiarity with planning and scoping research studies based on understanding of client needs.
• Ability to work within a self-directed culture and navigate ambiguity.
• A passion for Customer Experience Design and its centrality to the future success of large organizations.
• Proficiency with design and prototyping tools such as Adobe, Figma, Sketch, or other similar tools used widely in the design community.