Sr Experience Designer- Service Design

Overview

The senior experience design: service design works closely with the user-research, product and business teams to unite our customer and employee-facing services and products into continuous, thoughtful, and focused user journeys. This person is a strategic partner to the service design manager and will work collaboratively to research and build service blueprints, storyboards, omnichannel strategic guides and other service design outputs in support of a large public utility. This role is hybrid based out of Allentown, PA.

About You

• You are inquisitive to the core and strive to unpack a problem from all sides before, during and sometimes after solutioning. You are comfortable pushing past initial work requests to dig deeper and learn more to maximize design efforts.
• You have experience designing for both front stage and backstage experiences and understand how these worlds meet in the middle to deliver unified, delightful end-user experiences.
• You can articulate your design choices with creativity and clarity and welcome constructive feedback, and you are comfortable if not everyone agrees with your design decisions and are excited to work together to align on optimal solutions.
• You value and appreciate diversity and inclusion and look for ways to incorporate these values in our work, processes, and interactions.
• Your early iterations are rough and rapid, but you can also refine and deliver polished artifacts once all corners of a problem are understood.
• You thrive in a creative and collaborative environment and bring a yes, and… attitude to workshops, brainstorming sessions and group design activities.

About Us

We are a 100+ year old energy company entering phase 3 of a tiered digital transformation. We are user-centric, customer-driven and employee-focused. We strive to build seamless experiences for our millions of customers and thousands of employees across our 3 operating states. We value safety, trust and work-life balance. We fail fast and believe that getting it wrong is often a first step towards getting it right. We are looking for a like-minded individual to help us continue to develop our internal, 20+ person design team.

Responsibilities

• Analyze the needs and behaviors of target users and understand business and end-user requirements for improving user-interaction and application adoption
• Support and conduct qualitative research with customers, employees, stakeholders, subject matter experts and other end users to understand how services work today and to identify opportunities for future service experiences.
• Advocate on behalf of the customer through design thinking and research
• Initiate, design and iterate on service design artifacts and related deliverables including service blueprints, user journey maps and user interaction flows.
• Seek out opportunities to continually satisfy and delight the people who depend on our customer and employee-focused tools.
• Describe a holistic product user experience, while satisfying business requirements and observing technical constraints
• Help to inspire, motivate, and guide the members of the design and product organizations.
• Mentor emerging design talent in understanding the right balance between business, design and end-user needs.
• Care deeply about fostering an environment where people of all backgrounds and experiences can flourish.

Qualifications

• Bachelor’s Degree in HCI, Human Factors, Design, Design Management or related field and 5 years of direct work experience in a relevant role.
• Experience creating user journey maps, service blueprints, user flows and other various tools to communicate service design decisions.
• Able to clearly articulate abstract and / or complex ideas and concepts.
• Comfortable working in new and unknown problem spaces and pushing past initial ideas to discover new areas of interest.
• Experience with project and stakeholder management.
• Ability to create project plans and set realistic benchmarks and goals and manage the work it takes to achieve them.
• Comfortable with the unknown and experienced making sense of ambiguity.