Senior Service Designer

Job Purpose

As a key member of the Customer Experience (CX) team, the Sr. Service Designer will encourage a customer-centric culture and guide the experience strategy of key initiatives by coaching stakeholder teams to envision the customer journey, through the facilitation of collaborative working sessions, analyze customer data and feedback and utilize design thinking methodology.

Key Accountabilities

• Guide product and stakeholder teams to define the optimal customer experience and develop innovative solutions throughout the journey of shopping and owning Honda products.
  • Provide frameworks and facilitate activities to define and communicate the strategy.
  • Guide the creation and analysis of both current and proposed customer journeys.
  • Help determine the experience roadmap to achieve the proposed vision.
  • Help evangelize Design Thinking methodologies and coach partners and stakeholders in applying them.
  • Help to define and prioritize features.
  • Encourage collaborative problem-solving.
  • Encourage customer-centric and innovation mindsets.
  • Communicate the customer perspective and proposed strategy through storytelling and compelling presentations.
• Uncover customer needs and issues, reframe the problem to solve, and identify opportunity areas.
  • Plan, conduct, and evangelize generative and evaluative customer research, and translate results into guiding insights.  Gather customer needs and pain points and use this information to create user personas and journey maps.
  • Help translate customer analytics into actionable insights.
• Help to visualize proposed concepts and communicate their value.  Develop and maintain user personas, journey maps, and other tools to better understand the user experience.

Qualifications, Experience, and Skills

• Minimum 3-5 years of experience in customer experience design.
• Proven track record in creating customer experiences or products that improve customer and business outcomes.
• Experience with design thinking methodologies and tools, such as workshop facilitation, customer journey maps and service blueprints, customer personas, empathy mapping, opportunity framing, experience roadmaps, experience principles, and competitive and current state analysis.
• Strong strategic mindset with the ability to zoom in and out from the big picture to details.
• Navigate complex senior and executive level relationships and influence stakeholders and decision makers.
• Exemplify customer empathy and advocate for the customer perspective.
• Ability to work through ambiguity and determine a clear direction.
• Understanding of agile methodologies.
• BA/BS degree or higher in design, psychology, marketing, customer research, or related field preferred.
• Experience leading project teams preferred.
• Experience with design sprints preferred.
• Experience designing and prototyping visions preferred.
• Strong business acumen, experience developing business models, market analysis and trend analysis preferred.
• Experience in UX, product design, service design, lean startups, or product development preferred.
• Experience with digital transformation preferred.