Principal Service Designer

Job Summary
The Principal Service Designer is responsible for leading holistic service design activities within a designated strategic development area or value stream. He or she champions a design thinking methodology – guiding project teams through the process of capturing, analyzing, and visualizing customer insights; concepting, ideation, prototyping, evaluation and iteration. Solutions generated out of these processes will be truly omni-channel, living in both physical and digital spaces.

A key responsibility is facilitating ideation workshops with cross-functional internal teams, as well as outside design/development partners. This individual must be adept at working with colleagues from research, design, and technology – as well as business SMEs and executives. The Principal Service Designer is a natural collaborator and consensus builder, comfortable both in the field and in the boardroom.

The Principal Service Designer will use a diverse set of methods and tools to illustrate all the components and touchpoints of the service, and co-produce deliverables such as qualitative research reports, customer and employee journey maps, process flows, and prototypes. This leader also helps define service design best practices for Walgreens as we grow our internal practice.

Job Responsibilities

• Leads holistic service design activities within a designated strategic development area or value stream, e.g., pharmacy, retail services, etc.
• Communicates, evangelizes, and demonstrates a design thinking methodology
• Facilitates ideation workshops with cross-functional internal teams
• Helps define service design best practices for Walgreens
• Co-produces deliverables such as qualitative research reports, customer and employee journey maps, process flows, and prototypes
• Seeks out, aggregates, and sometimes conducts qualitative customer and employee research/insights.

An Equal Opportunity Employer, including disability/veterans

Walgreens Boots Alliance (Nasdaq: WBA) is a global leader in retail and wholesale pharmacy, touching millions of lives every day through dispensing and distributing medicines, and through its convenient retail locations, digital platforms and health and beauty products. The company has more than 100 years of trusted healthcare heritage and innovation in community pharmacy and pharmaceutical wholesaling.

WBA is one of the world’s largest purchasers of prescription drugs and many other health and well-being products. The company’s size, scale and expertise will help position us to expand the supply of, and address the rising cost of, prescription drugs in the U.S. and worldwide.

The company’s portfolio of retail and business brands includes Walgreens, Duane Reade, Boots and Alliance Healthcare, as well as increasingly global health and beauty product brands, such as No7, Soap & Glory, Liz Earle, Botanics, Sleek MakeUP and YourGoodSkin.

Basic Qualifications

• Bachelor’s degree and at least 5 years of experience leading service design and/or user experience projects OR a High School Diploma/GED and at least 8 years of experience leading service design and/or user experience projects.
• Experience in leading/mentoring user experience, product, or service designers
• Experience conducting qualitative user research
• Experience participating in and defining, user experience processes including identifying best practices
• Experience interacting with creative teams, business owners and technical teams
• Familiarity with engineering / development processes, particularly Agile

Preferred Qualifications

• Experience in a design consultancy
• Master’s degree in Product Design, Interactive Design, Human Factors, User Interface Design
• Experience in the healthcare and/or retail industries