Principal Service Designer

At Intuit, our mission is powering prosperity around the world. Every day we innovate with our flagship products – TurboTax, QuickBooks, and Mint. No matter your financial need, we have a solution that can help. Whether you’re a consumer, self-employed, or a small business owner, we’re in your corner to help make your dreams of prosperity come true through technology that touches the lives of almost 50 million people.

The Virtual Expert Platform team is looking for a Service Design Principal who is passionate about our mission, solving tough customer and business problems, and advocating for seamless delivery of end-to-end services. This role requires a dynamic individual who is comfortable working in a fast-paced, highly collaborative environment, with a strong ability to go deep into the details and step back and connect the dots for a more strategic perspective.

What you’ll bring

• 7+ years experience leading Service Design methods and processes with multi-disciplinary teams to produce holistic experiences and execute on experience strategies.
• A portfolio that demonstrates mastery of Service Design including (but not limited to): service blueprints, user flows, journey mapping, and translating customer research, analytics, and insights into tangible artifacts.
• Knowledge and experience within a relevant service design discipline (Systems Design, Business Design, Organizational Design, UX/Interaction Design)
• Experience planning and facilitating in-person and virtual co-creation workshops with end-users (frontstage and backstage).
• A strong understanding of or experience designing with and for data-driven products and services.
• Ability and interest in mentoring junior team members.
• Experience creating Service Design prototypes that showcase the concepts.
• Ability to work collaboratively within cross-disciplinary teams, as well as ability to work independently.
• Ability to quickly deliver multiple, inventive ideas that are fresh and simple while solving complex customer and business needs.
• Understanding of an Agile/Scrum development process.
• Ability to help define, shape, and grow Service Design at Intuit. We want you to innovate on both what we do and how we do it.

How you will lead

• You’re a strategic problem-solver. You consider multiple perspectives, objectives, and needs to arrive at the ideal solution. You’re business-savvy while keeping your users’ needs at the forefront of your designs.
• You don’t get overwhelmed or flustered easily. You’re able to keep track of multi-projects at once, manage your time efficiently and communicate scheduling with your manager and the broader team.
• You’re a proactive team player who is eager and excited about producing awesome work. No task is too small or large for you. You are able to work alone or with partners to solve problems and develop clear action and execution plans for a task, informing your manager of progress appropriately.
• You’re a storyteller able to develop clear and persuasive stories about your work that you share with a wide range of audiences, including business partners and stakeholders.
• You contribute to existing and emerging Service Design methods and tools like service blueprinting, ecosystem mapping, ideation, prioritization, rapid prototyping, storyboarding, and frameworking to strategically define ideal experiences.
• You partner with Research and Interaction Design to develop deep insights, generate concepts, and craft how people will interact with the products and services we design.
• You plan and facilitate workshops with cross-functional teams.
• Establish relationships with x-functionally partners and constantly bring stakeholders along the design journey, leveraging diverse perspectives and skillsets.