Senior Service Designer

Your empathy, passion, and energy are infectious, and you communicate rock-solid rationales to support your ideas – all of which helps you create buy-in and generate impactful change.In this role, you will lead activities and create outputs that redefine internal processes and the customer experience. The role requires an innate curiosity and someone who can identify process pain points, connecting them to business objectives while understanding technological boundaries. You will drive growth and influence the improvement of the customer experience.

Specifically, you will:

• Speak the language of the business, translating Service Design concepts into relatable and actionable business outcomes
• Speak the language of the technology team, mapping Service Design concepts and outcomes to technical solutions and boundaries
• Establish achievable, relevant goals and KPIs at the outset of projects with the intent of providing data-backed performance analysis and reporting upon completion
• Determine the appropriate mix of Service Design methods and prototyping experiments, documenting them in a detailed research plan
• Collaborate on scoping efforts for cost/benefit analysis, approval, and prioritization of Service Design work
• Lead Design Thinking and Service Design activities like stakeholder interviews, collaboration sessions, ecosystem mapping, task analysis, business model canvassing, service blueprinting, observational sessions, and field research
• Maintain execution of the timeline outlined in the research plan
• Analyze qualitative and quantitative data to develop themes and insights that inform recommendations
• Create visual frameworks like journey maps, storyboards, service blueprints, ecosystem maps, etc., that help bring clarity to complex challenges within an ecosystem and drive decision-making
• Be a champion for Service Design as a practice, including pitching new methodologies to better understand business processes, supporting technologies, and cross-functional relationships
• Develop strong, trusting relationships between the Service Design team and business units, providing leadership and support during strategy, ideation, and execution of complex large-scale changes, instilling confidence and discipline to explore innovative design solutions
• Use creative storytelling abilities to connect the current experience to a vision for improvements that meets both user and business needs
• Produce measurable and attributable ROI

Hard Skills:

• Planning Service Design research
• Executing research methodologies
• Executing behavioral data analysis
• Creating simple, effective visual frameworks (service blueprints, journey maps, etc.)
• Workshop, meeting, and presentation facilitation
• Data visualization and reporting
• Architecting technical solutions to business processes
• Designing business processes
• Stakeholder management

Soft Skills:

• Displaying curiosity
• Self-motivated
• Maintaining an open mind
• Communicative
• Fast Learner
• Organized
• Collaboration
• Critical thinking
• Anticipating needs
• Empathetic
• Perceptive

Qualifications:

• Degree in related studies (Human Computer Interaction, Service Design, Data Science, Experience Design, Cognitive Science, Psychology, etc.), or equivalent real-world experience
• 5-7 years in Service Design/UX/CX/Service Architect role(s)
• 1-2 years of experience in the enterprise Finance or Insurance spaces highly preferred
• Experience with Business Process Management (BPM) tools, specifically Pega, highly preferred
• Track record of executing Service Design methods and transforming business processes to achieve measurable goals
• Experience communicating and presenting to cross-functional teams with multiple stakeholders
• Familiar with agile, iterative, and scrum methodologies

Knowledge, experience, and personal attributes:

• Must be self-motivated, client experience oriented, and a strong team player
• Understanding of Service Design metrics and best practices
• Situational adaptability: Demonstrates ability to evaluate and pivot based on new information to meet the needs of the situation
• Demonstrated ability to understand and influence the measurement of experience from qualitative and quantitative perspectives, and clearly connect this information to strategic and design solutions
• Strong creative and organizational skills
• Self-aware with a growth mindset and desire for self-improvement
• Strong project-management skills
• Strong leadership and interpersonal skills
• Curious and inventive personality
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Strong communication skills and ability to adapt communication to a specific audience
• Highly self-motivated and directed
• Team-oriented and skilled in working within a collaborative environment