Service Designer

If you’re a design thinker with a systems thinking and ecosystem mindset looking to deliver delightful employee experiences, let’s talk!

Intuit is a global technology platform that helps consumers and small businesses overcome their most important financial challenges. Serving more than 100 million customers worldwide, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

As Intuit transitions to a hybrid workforce, we are re-imagining the end to end digital workforce experiences. This role will report into the People Experience Solutions team, which is in our People & Places organization. You will partner closely with the product teams to deliver intuitive end to end workforce experiences.

Qualifications

• A proven track record and a passion for designing compelling user experiences
• A portfolio of work on where you have handled research, blueprinting or experience designing for a variety of digital touch-points and non-digital channels
• An ability to autonomously explore undefined problem spaces to establish clarity and structure
• Experience with a range of human-centered and accessible design techniques such as conceptual models, personas, user journeys, service blueprints, wireframes, and interactive prototypes to convey the expanse of a user’s experience.
• Experience navigating, coordinating, facilitating discussions between multiple teams
• Experience conducting research through competitive analysis, rapid prototyping, and in-person testing and interviews with customers
• Experience working with Mural and Figma; or the ability to quickly learn these tools

Responsibilities

• As the Service Designer for employee experiences, you will drive, plan and execute the process and engagement around building employee journey maps and service blueprints to provide the end-to-end view of different employee journeys
• Plan and execute system mapping, customer journeys, scenarios and service specifications
• Facilitate workshops, conduct research, and work cross-functionally to create a collective understanding of our tools, systems and services
• Responsible for articulating and mapping user journeys and holistic view of the experience by identifying critical touchpoints and how those touchpoints are connected including defining current and future state journeys
• Plan and manage the user research activities including identifying user needs and painpoints and finding the weak links in the end to end experiences
• Work to identify and prioritize pain points and opportunities that will inform our experience strategy
• Balance stakeholder needs and facilitate alignment in service of user needs
• Responsible for ensuring the end-to-end experience meets or exceeds the needs and objectives of users and meets our core business objectives in a measurable way
• Moves with urgency to clarify big picture thinking and moments that matter in a service experience context
• Under your expertise, every solution is backed up by a compelling vision grounded in purpose, informed by human insights and backed by success metrics