Principal Service Designer

What you’ll do:

• Applying human-centered methodologies and service-design frameworks, you’ll bridge systems, processes, and people to enable a meaningful employee experience. The solutions you craft will solve real employee and business problems that reduce complexity, improve efficiency, and streamline processes, technologies, and operations.

• Partnering with our User Research Center of Excellence, you’ll influence the research roadmap while applying quantitative and qualitative techniques to uncover human needs, develop insights, generate concepts, and craft solutions for our employee experience.

• You’ll facilitate activities that help HR, Talent Acquisition, and other internal teams understand user challenges, identify design opportunities, and co-create meaningful products and services across the employee life cycle.

• You’ll contribute frameworks, methodologies, and thought leadership that strengthen our service design community and help to define the practice.

• While not a people leader, you’ll be a leading voice for service design and will contribute artifacts and insights that bring your practice within reach for all of Expedia Group.

Who you are:

• 7+ years of proven experience in digital and/or service design; experience in HR settings desirable but not required.

• Demonstrated experience planning, designing, facilitating, and synthesizing insights from multidisciplinary workshops.

• Deep understanding of modern experience design practices, including accessibility and inclusive design.

• Proven ability to use storytelling to explain insights gathered from data, research, and other technical domains.

• Collaborative, curious, and thoughtful, with a beginner’s mentality and first-principles approach to problem-solving.

• Champion for effortless, intuitive, customer-centered experiences. You understand that perfection is an iterative goal, but you sweat the details and hold yourself and others to a high bar!

• A portfolio of work that demonstrates your capabilities in the aforementioned, with attention to artifacts such as experience maps, ecosystem diagrams, service blueprints, and user journeys.