Service Designer

The Opportunity

The Senior Service Designer will be responsible for designing end-to-end journeys of employee-facing services using human-centered methods and processes to solve experience challenges.

This role will be working within Adobe’s employee-facing User Experience Center of Excellence (UX CoE) team, consisting of researchers and designers. The role of this team is to create new and optimize current digital and physical workplace experiences for Adobe’s employees, enabling improved employee satisfaction, productivity, and business outcomes.

What you’ll do

As a Senior Service Design Strategist, you will enable service experiences that are designed around the people that use them. This role is both strategic design thinking and design doing. This is a multidisciplinary design role where you will use the full range of your experience, exercising your skills in service design, research, strategy, and product design.

Additionally, as part of the UX CoE, the Senior Service Designer/Strategist will evangelize the value of Service Design internally and establish standard practices throughout the Adobe Technology Services org.

What you need to be successful:

• 6-10 years of experience
• BA in Design, Service Design, HCI, or a related discipline, Master’s preferred.
• Experience (and a love of!) solving complex design and technology problems using systems thinking.
• Ability to lead projects autonomously, including workshops, brainstorms, and service design consults on initiatives across various business units.
• Possess strong presentation, storytelling, and communication skills.
• Justify design decisions using research and data.
• Excel in facilitation and workshop leadership.
• Apply design research to uncover employee needs and challenges.
• Exhibit strong collaboration and relationship-building abilities.
• Be creative in how to solve ambiguous and complex problems

Strategy

• Facilitate the creation of aligned strategic visions for department services
• Leverage the insights, patterns, and desires from partner department projects to build the roadmaps and priorities of platforms and products
• Analyze how policies, interpersonal dynamics, history, and organizational structure impact service delivery
• Help partner departments navigate changing touchpoints, tools, and processes, determining the impact on current operations and how much change they can take on with each iteration
• Identify new opportunities to improve systems and processes with technology
• Advocate for the benefits of service design to colleagues and collaborators to help them understand the value
• Establish standards for what good service design looks like

Research

• Lead the early stages of projects, conducting discovery with colleagues to understand, document, and communicate the current process and challenges
• Facilitate discovery sessions and workshops that uncover customer/employee/user problems, identify enterprise opportunities and propose new solutions
• Analyze and evaluate the constraints and possibilities of our complex systems and platforms
• Work with UX CoE (Center of Excellence) Research to plan and conduct thoughtful and ethical user research with users, front line staff and partners

(Service) Design

• Work co-creatively with partner department staff to develop and recommend design solutions that are both desirable and feasible
• Translate employee needs into business/product/service requirements, and champion the (research-informed) employee experience
• Design the future state of backstage systems and front-stage user experiences.
• Craft and deliver compelling stories and presentations to communicate insights, concepts, plans and impact
• Create deliverables to express design solutions to the team and our partners, such as service blueprints, journey maps, and system maps