Senior Service Designer
Equifax
What You’ll Do
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Develop the strategy and work with cross-functional teams to determine the path to execution to achieve the desired and intended customer experience.
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Develop CX service blueprints, customer journeys, and process flows.
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Share insights from customer understanding tools throughout the organization; Provide tools and guidance to support improvement initiatives and to help drive change.
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Monitor and measure performance against customer expectations; Centralize, analyze, and synthesize customer feedback and data; Identify metrics to track and ensure those metrics are linked to business outcomes.
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Collaborate with stakeholders to develop best-in-class sampling, surveys, dashboards, and closed loop programs. Prepare internal and external communications about the work that is being done. Present a summary of various visualizations of the data, processes or other procedures as needed.
Qualifications
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Bachelor’s Degree is Design, Business, Marketing or a related field.
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5+ years of experience in service design.
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5+ years of experience using CX methodologies such as research, user-centered service design internal and external stakeholder management, and measurement program design.
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5+ years experience of process improvement/change management experience.
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Demonstrated analytical skills with an ability to gather, analyze, and quickly synthesize key information to objectively craft and support recommendations; field research and ethnography experience.
Extra Points for any of the Following
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Outstanding verbal, written, and visual communications skills, with a particular emphasis on bold, impactful storytelling.
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Experience working in an environment where work activities and deliverables are dependent on a diverse group of technical and business functional experts.
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Organized, self-motivated, and detail-oriented, with the ability to work autonomously, delegate tasks and be a self-starter in a demanding environment.
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Demonstrated expertise in extracting a big idea and telling a compelling story.
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Familiarity with Illustrator, InDesign, Photoshop and other creative software is a plus.
Success Attributes of an Equifax employee; does this describe you?
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Accountability
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Bravery
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Curiosity
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Collaboration
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Think and act differently
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Trust
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Ownership
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Decide-Execute-Ship
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