Senior Service Designer

The mission of the Service Design team is to create valued experiences that drive new and existing members to engage with WW across more touchpoints, for longer. We partner with teams across the organization to improve the end to end experience for people who use our in-person and virtual Coaching experiences and this includes their digital interactions with WW.  As Senior Experience Designer, you’ll work cross-functionally to lead and execute a strategy to drive innovation in the current experience. Your work will directly impact our members’ experience, globally.

Key Responsibilities: 

• Lead and evolve the Service Design of WW’s Coaching Experiences delivered through in-person and virtual workshops.

• Create valuable member experience concepts for our studios and partner locations. Build Service Design models, experience prototypes, and design testing plans to both optimize and re-imagine our experiences.

• Work with Product & Tech to build and optimize the total, end to end member experience, making it easy for our members to discover WW’s Virtual and In-person Workshop Coaches and to join our workshops.

• Create and maintain visual expressions of the intended experience design including end to end journey maps and user empathy maps in illustrator / Miro.

• Conduct, Commission, synthesize, and prioritize quantitative and qualitative consumer research to inform the design of highly valued member experiences. Analyze experience CX data to inform design solutions and performance improvements

• Communicate and present research and design insights to stakeholders in US & Global

• Achieve cross-channel / cross-product / cross-functional alignment to execute on opportunities to improve the Coaching experience, all through a consumer-obsessed lens

• Work closely with Product Design, XR, Operational, CX, Brand, People, and Technology partners to ensure scalability of experiences for US & Global Markets

• Create, lead, and implement project plans

• Lead co-creative working sessions with cross-functional teams

• Create and iterate on tools and resources that promote our Design Thinking practice. Facilitate Design Thinking workshops across the product organization.

• Stay abreast of Coaching, Service Design, Experiential and Retail Design trends

Characteristics of the Designer we are looking for: 

• Strong experience design skills: Use your strong execution track record of seeing conceptual designs through to launch with positive member feedback and adoption.

• Understanding of Service Design methodology and Design Thinking approach.

• Comfortable in both Strategic & Tactical spaces; Experience design at WW takes us from Strategic opportunity through the last moment which is the scripting of the in-person Coach to Member moment.

• Member obsessed: Passion for the customer, with the ability to empathize with those seeking support for health and weight management /wellness-related issues. User Research experience is a major plus.

• A passion and or background in Coaching and the value this brings to behavior change for our members in order to help them achieve weight loss success.

• Highly organized: You can work in complex, collaborative, cross-functional teams with solid influence, communication, and partnership skills. You can lay out tasks in detail and can also work on multiple tasks at once without losing track by foreseeing and planning around obstacles.

• Bias for action: Works through every challenge with energy and grit to get results, create great work, reduce costs, and drive the bottom line.

• People person: Are genuinely warm, friendly, easy to approach and talk to by anyone and everyone on the team to build strong relationships.

• Manage diverse relationships: Able to work with various working styles to build common ground across all internal and external partners, treat differences fairly and equitably, and value everyone’s opinions.

• Insight & data led: A proven track record of using data and insights to develop and launch great products and experiences. Strong insights generation skills

• Strong storyteller: Loves to tell stories and share new ideas through everything from a casual conversation to a presentation to the Executive Committee. You can adjust your style to fit the audience and the message.

• Courage to try new things: Passion for research, experimentation, rapid prototyping, testing, and iteration and an intrinsic passion for making things better

• 5+ Years experience; in-person or virtual experience design