Senior Service Designer

The Role: Service Designer

 As a Service Designer, you will define and create exceptional human-centered experiences that benefit people and businesses. You will partner with, lead, and align cross-functional teams to implement end-to-end service experience initiatives. You apply a both front-stage vs back-stage mindset in order to holistically examine the current and future state of an organization.

You strive to understand the complete human journey and create fully aligned, context-driven experiences. You are the vital bridge to ensure that these experiences remain mindful of the business value, and the metrics needed to show the impact of experience in product and service design.

Core Responsibilities

• Plan, execute, and analyze field research (stakeholder & user interviews), articulate user needs, observations, and existing workflows/documentation.
• Synthesize data and translate observations and insights into transformational ideas for new, innovative solutions.
• Partner with business and data analysts to understand business goals, metrics and key performance indicators.
• Take strategy through to execution with a human-centered approach, collaborating across Slalom’s capabilities to deliver meaningful impact
• Develop innovative experiences that help our clients connect with their customers and users
• Craft and articulate compelling stories through the power of visualization
• Monitor the competitive landscape and adjacent industries for relevant insights, trends, and innovations to inform new ideas

Desired Background

• Experience planning and executing user research including qualitative methods (contextual interviews, ethnographic research, focus groups, etc.) and quantitative methods (survey design)
• Ability to synthesize large amounts of surfaced data and leverage to develop insights that are actionable, goal-orientated, and unique to the project
• Knowledge of developing user scenarios, journey maps, system maps, service blueprints, ecosystem maps, prototypes that reflect relevant insights that align to the business’ strategic goals
• Familiarity in a consulting environment or consultative role, working with clients (whether internal or external)
• An outcome-focused self-starter with the ability to go beyond strategy and articulate ideas into practical formats such as sketches, prototypes, or product backlogs
• Ability to define, lead, and facilitate service design proposals, task orders, sales materials, pitch decks, etc.