Service Design Director (Remote)

We’re a growing collective of passionate, independent design leaders who are the tip of the spear in promoting human-centered philosophy to solve mission-critical problems across a portfolio of Fortune 500 clients. We champion the fact that great experiences equal great business, and our team is central to both our clients’ and company’s success.

You are passionate about your work being meaningful and having an impact. As a Service Design Director at Pega, you will be helping solve problems that touch people’s everyday lives, often in situations when people need great customer experience the most. Whether it be in Finance, Insurance, Government, or Telecoms & Media you will use your experience in design to get to the heart of their human needs to guide organizations toward a deeper level of intimacy as they service customers to achieve their business outcomes.

• You will champion the philosophies of Human-Centered Design Thinking through Pega’s portfolio of enterprise accounts
• You will use design to both help Pega gain a better understanding of their clients, and Pega’s client gain a better understanding of how targeted innovation throughout their value chain might enrich their customer’s experience
• You will plan and facilitate design engagements to drive outcomes within enterprise clients from a service-level
• You will establish and track baseline performance measures and signals toward the realization of your client’s desired business outcome

• You are a skilled and experienced Design facilitator, natural and comfortable guiding conversation with stakeholders from varied backgrounds
• You are balancing both Human-centered Design and Systems Thinking as you approach and help clients envision their services
• You are an inquisitive problem-seeker excited by complexity and at home in ambiguity
• You are versatile in skill and adaptable in approach seamlessly shifting language and delivery to suit both contexts and need
• You are a natural storyteller and genial presenter who can distill amorphous and complex concepts into something that’s easy for others to grasp at all levels of an account
• You are a lifelong learner, seeking the latest information both in design tools, methods, and product information

• You have a BA/BS Degree or equivalent work experience
• You have 13+ years of hands-on in your chosen field
• You have a proven track record of driving program level change in an enterprise client, at a design agency or management consulting firm
• You have expert knowledge of and experience with Design tools and methods
• You have a background in product design, service design, or experience design, business transformation, information systems, or another related field

• A rapidly growing yet well-established business
• A culture of openness and the autonomy to lead
• Opportunity to grow and develop your career with the support and mentorship of senior leaders
• The chance to solve complex business problems for Fortune 500 companies in a variety of industries
• The world’s most recognizable and respected brands as clients
• The ability to move seamlessly between different customer audiences and collaborate to build an appropriate and successful experience vision