Senior Service Designer 

The Senior Member Experience (MX) Service Designer is responsible for the design and continuous improvement of member experiences across the credit union’s products and service delivery channels. This cultural change agent will support the creation and maturity of a centralized Service Design practice while propagating human-centered design methodologies throughout the credit union. This new role will be an individual contributor focused on partnering with cross functional teams to uncover key drivers of member friction through a variety of research methods. They will plan, coordinate and lead primary and secondary research leading to the creation of actionable insights and design initiatives. Working closely with key organizational leaders they will develop tested solutions to ensure seamless and consistent service experiences are delivered across all member touchpoints.

The Senior MX Service Designer will play a vital role within the Member Experience team, which oversees three key functions: Integrated Feedback, Research, and Design. The MX team ensures our over one million members are the foundation for all process improvement and innovation efforts ultimately driving satisfaction with the credit union. Strategic and general direction is received from the Director, Member Experience.

TASKS, DUTIES, FUNCTIONS:

1. Establish Research and Design principals, standards and best practices for the Credit Union and business partners
2. Plan, facilitate, and execute in-depth, human-centered design research with stakeholders and members
3. Define member personas and audiences to identify motivations, behaviors, and expectations
4. Synthesize member feedback into actionable insights and identify areas of friction
5. Develop and maintain a centralized member experience research repository
6. Leverage quantitative and qualitative data to inform all design related activities
7. Plan, facilitate, and execute Design workshops to map key member journeys through the lens of the member
8. Utilize various Service Design tools and methods (e.g., journey maps, service blueprints)
9. Collaborate with product, channel and operations leaders to prioritize Design concepts
10. Use prototyping and other testing techniques to examine, evaluate and iterate upon ideas
11. Discover and translate underserved and unmet member needs into feasible, desirable and innovative design concepts while seeking input from key stakeholders throughout the process
12. Articulate tangible business outcomes resulting from Design recommendations
13. Visualize complex service ecosystems and translate Design processes to diverse stakeholder groups
14. Effectively and persuasively convey ideas, insights and recommendations in team discussions, stakeholder presentations, documents, etc.
15. Educate and influence Design Thinking and Human-Centered Design practices across the organization
16. Act as a mentor and coach to other Service Designers as the team expands

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:

1. Effective oral and written communication skills.
2. Must possess sufficient manual dexterity to skillfully operate a computer and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

1. INTERNAL: All levels of management (Managers, VPs, SVPs, EVPs and the CEO), and other key staff.
2. EXTERNAL: Industry peers and leaders, legal, third-party vendors, and regulators.

QUALIFICATIONS:

EDUCATION:

1. Bachelor’s degree in Design, Service Design, Design Strategy, Industrial Design, Human-Computer Interaction or similar
2. Service Design certification from an accredited institution (e.g., IDEO)

EXPERIENCE:

1. 5+ years of experience in Service Design, Design Thinking or relevant fields
2. Proven track record of designing seamless product and service experiences that have been successfully implemented
3. 3+ years of project leadership
4. 2+ years of people mentorship experience with passion for developing designer’s skillsets preferred
5. Experience working cross functionally with other Research and Design teams (e.g., Marketing, Digital)
6. Experience scoping, planning, and executing research activities (interviews, focus groups, usability testing, etc.) and synthesizing feedback into actionable insights
7. Experience scoping, planning, prioritizing and facilitating cross-functional Design Thinking workshops resulting in new product and service experiences
8. Experience prioritizing Design workshop output with cross-functional teams
9. Experienced in partnering with cross functional leadership on the activation of workshop output
10. Experience creating service blueprints, journey maps, storyboards, prototypes, and empathy maps to communicate ideas and designs
11. Experience establishing and propagating Research and Design principals, standards, and best practices
12. A strong portfolio of Service Design project work
13. Financial Services experience preferred

KNOWLEDGE/SKILLS:

• Strong knowledge of Design and prototyping tools such as Adobe, Sketch, InVision, Figma and other similar tools used widely in the Design community
• Demonstrated knowledge of process improvement and change management principles, methodologies, and tools

• A passion for simplifying complex problems into easily understandable visuals
• In-depth knowledge of Service Design methods, including journey maps, service blueprints, jobs-to-be-done, stakeholder maps, and more
• Ability to quickly identify and execute Research and Design approaches appropriate to the scope of a given engagement
• Ability to synthesize research into actionable insights that can persuade diverse internal partners of their relevance and importance
• Strong communication skills, with a confirmed ability to influence and build consensus across a broad range of backgrounds, leadership levels and personalities
• Ability to inspire decision-makers of all levels of the organization
• Natural desire to establish strong working relationships with colleagues across the organization
• Self-directed and motivated, able to work independently or as part of a team
• Ability to seamlessly handle responsibilities for multiple projects with different deadlines

PHYSICAL REQUIREMENTS:

1. Prolonged sitting throughout the workday with occasional mobility required.
2. Corrected vision within the normal range.
3. Hearing within normal range. A device to enhance hearing will be provided if needed.
4. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
5. Minimal travel by car and/or public conveyance for trips to offsite and out-of-area locations.