Senior Service Designer

What You’ll Do

Principal has an outstanding opportunity available for a Sr Service Designer! This role will provide strategic leadership in the development of customer experiences, as well as translation of the vision into tangible business goals and capabilities.

• Aid in building the Service Design practice: Continuously evaluate and enhance existing services to improve user happiness and business outcomes.  Design end-to-end, coordinated omni-channel experiences based on deep understanding of client behaviors, business strategy, and operating models.  Lead the exploration, definition, and design for your portfolio by demonstrating innovative design methodologies to produce service design results including driven scans, service blueprints, future state journey maps, storyboards, concepts, iterative concept-level prototypes, and user validation. Translate sophisticated systems and challenges into compelling narratives to engage key partners and challenge status quo. Develop the growth and maturity of a burgeoning service design practice through mentoring, training, process, best-practices!  Consult with our business partners to find opportunities for service design and advocate by demonstrating how they can support their objectives.
• Project, change and customer management: Has a strong understanding of project management, including the ability to coordinate people and processes to ensure initiatives are delivered timely; able to identify dependencies and ‘big rocks’ early enough to resolve alternative solutions; reconciles disparate views to develop and handle a project roadmap; leads projects end to end; obtain support through influence; leverages resources to improve efficiency and results; provides a clear view of future state that mobilizes people to focus efforts and work toward key goals; facilitates the implementation and acceptance of change; helps others excel and meet key accountabilities by providing timely mentorship, guidance and feedback; crafts an end to end customer experience for a single persona that includes signature moments and happiness measurements; can independently craft and facilitate an event to achieve certain goals using commonly accepted event activities; uses various methods to tackle most problems.
• Interprets customer needs: writes and speaks thoughtfully about sophisticated ideas, systems and strategies; overcome challenges during a presentation and turn objections into deeper understandings.

Who You Are

• Bachelor’s degree plus 6+ years of related experience required; Service Design experience, preferably in the retirement industry
• Able to persuade a broad range of internal and external customers and deliver presentations to internal and external partners.

Skills That Will Help You Stand Out:

• Able to establish relationships cross functionally
• Acts with integrity, honesty and fairness. Builds credibility and trust with peers, colleagues and clients.