Senior Service Designer

We are seeking a highly experienced Senior Customer Experience Leader to join our Services Experience team. In this role, you’ll partner with business owners and cross functional teams to design and optimize our customers’ journey and end-to-end lifecycle for new TurboTax service offerings.

What you’ll bring

You are

• Customer obsessed, design thinking driven, user centric with passion for excellence
• Skilled at imagining the future and visualizing service concepts to generate excitement across the organization
• Comfortable in both broad and undefined spaces and working with varying levels of product maturity
• An agent for change, highly proficient with experimentation and launch of major features
• Effective communicator, presenter with expertise conveying ideas and concepts through storyboarding, wireframing, and prototyping
• Strong collaborator with experience using mural and other collaboration tools to facilitate co-creating the service blueprint with cross functional teams

Qualifications

• 5+years professional experience with proven success designing and launching services focusing on people, process and technology that have been implemented in the real world
• Bachelor’s degree from a 4-year college or university, or equivalent experience
• Deep expertise in design thinking/human-centered design, customer journey mapping, service blue prints and continuous service improvement methodologies
• Solid understanding of software development life cycle models as well as expert knowledge of both Agile and traditional project management principles and practices and the ability to blend them together in the right proportions to fit a project and business environment

How you will lead

• Uncover user needs through research, develop deep insights, generate concepts, and craft how people will interact with the products and services we design.
• Lead co-creation sessions with cross functional stakeholders to define customer journey, service strategy & build service blueprints for new offerings, thoughtfully eliminating identified areas of risk or unhappy paths in the service model
• Create test plans for rapid experiments that lead towards intuits input goals focusing on solving our biggest customer problems
• Translate the optimal service experience into simple processes and training requirements to deliver to our learning and development partners and enable our service delivery teams to execute with ease and efficiency

• Partner with service delivery partners to implement the service experience and promote best practices for delivery & adoption
• Define KPI and success metrics for the service experience to evaluate impact
• Monitor KPI and service design adoption to inform design solutions to improve the experience or add efficiency through process or tools.
• Utilize KPI, VOC and customer data to inform solutions to add efficiency and improve customer outcomes through re-design of user experience, business processes, and better collaboration across systems for our services