Senior Service Designer

We are looking to bring on our first Service Designer to join our growing and dynamic design organization. The role will be responsible for leveraging a combination of qualitative and quantitative research methodologies, strong analytical skills, deft stakeholder management, deep systems thinking, great storytelling ability, and a keen design sensibility to envision, plan, and create the foundational principles and blueprints that ensure a holistic and consistent customer experience for a complex technology platform spanning across multiple industry verticals and market segments.

Projects can range from understanding and improving existing experiences, designing new experiences and service models, to northstar vision-type initiatives.

The role will report directly to our VP of Design.

What You’ll Do

• Use qualitative and quantitative research methods to investigate and document key customer journeys to identify pain points, gaps, inconsistencies and opportunities in the CX
• Partner with analytics, data scientist and customer success teams to define and collect various metrics to triangulate research data, uncover insights and inform service and design solutions
• Provide deep documentation and analysis of competitive products
• Work across a cross-functional team of stakeholders to understand, document and analyze business processes and workflows
• Apply end-to-end systems thinking across the entire experience from acquisition through retention
• Identify and prioritize the most impactful opportunities and share recommendations with various department leads.
• Leverage strong storytelling skills to make complex ideas understandable, and recommendations actionable through diagrams, journey maps, empathy maps, storyboards, prototypes, and service blueprints.
• Plan, facilitate, and run workshops/co-design sessions with various cross-functional teams and customers
• Articulate the before, during and after in the CX and think through experience interdependencies across touchpoints, channels, frontstage, backstage, and systems.
• Supporting teams and organisations to develop the cultural conditions, practices, and rituals to design user-centred services
• Be aware of and plan for design’s role in impacting and creating unintended consequences across the environmental, social, and economic spectrum

What We’re Looking For

• 5+ years of experience working in service design, user experience and user research roles.
• Ability to navigate a large complex organization and collaborate with an interdisciplinary team across product, design, engineering, sales, marketing, support, and operations.
• Excellent storytelling skills with a portfolio highlighting service, systems, and UX design documentation
• Experience working in the technology space within a complex business sector servicing multiple verticals, segments, and multi-sided marketplaces
• Proven expertise in planning and facilitating design sprints, workshops, or ideation sessions.
• Deep expertise in design thinking/human-centered design
• Self-direction, ownership, and navigating ambiguity
• Experience crafting a project vision, execution strategy and client relationship
• A passion for creating new methods and practices