Senior Service Experience Designer

We are seeking a highly experienced Senior Service Designer to join our Customer Success Service Design team. In this role, you’ll partner with business owners and cross functional teams to design and optimize our customers’ journey and end-to-end lifecycle across service offerings, ensuring there are no dead ends for customers or experts by connecting customers to the best expert to address their need and drive confidence in their ability to manage their business leveraging QuickBooks Services and Products.This role requires a dynamic individual who is comfortable working in a fast-paced, highly collaborative environment, with a strong ability to go deep into the details and step back and connect the dots for a more strategic perspective.

• A strategic problem-solver. You consider multiple perspectives, objectives, and needs to arrive at the ideal solution. You’re business-savvy while keeping your users’ needs at the forefront of your designs
• A storyteller able to develop clear and persuasive stories about your work that you share with a wide range of audiences, including business partners and stakeholders
• Comfortable in both broad and undefined spaces and working with varying levels of product maturity
• An agent for change, highly proficient with experimentation and launch of major features
• Comfortable working primarily independently, but know when to check-in and ask for input, feedback, or support
• Customer obsessed, design thinking driven, user centric with passion for excellence

Qualifications

• 5+years professional experience with proven success designing and launching services focusing on people, process and technology that have been implemented in the real world
• Relevant bachelor’s degree from a 4-year college or university, or equivalent experience
• Deep expertise in design thinking/human-centered design, customer journey mapping, service blueprints and continuous service improvement methodologies
• Solid understanding of software development life cycle models and project management principles and practices
• Experience using Mural, Figjam and other collaboration tools

Responsibilities

• Owns the scoping, planning (including partner identification, deliverables, and timeline), and delivery of service design projects in strong collaboration with our internal stakeholders across product, design, research, and operations
• Solve customer problems by synthesizing behavioral information and imagining things as they might be, not as they are
• Apply strategic thinking to design and deliver innovative end-to-end user experiences that optimize among user needs, business goals, and technological realities
• Design scalable technology solutions to enable customer and expert interactions by identifying platform requirements to deliver customer benefit across all Human Assisted Service
• Foster a culture of learning, applying data analysis, developing voice of the customer & expert insights, and using experimentation to identify leading metrics to retention outcomes
• Clearly articulates an end-to-end service experience to teams across the organization to achieve broad understanding, buy-in and alignment through complex multi-dimensional, multi-stakeholder prototypes
• Autonomous multi-tasker with a track record managing multiple priorities, stakeholders and objectives at once
• Aligns with product/service/ partners to ensure clarity of roadmap, capabilities, dependencies
• Effectively negotiates priorities to keep service vision cohesive and delivery of value.
• Role models making as thinking – drives conversations with prototypes, frameworks and provocations
• Passionately advocates for experience delivery excellence, E2E