Agency / ConsultancyTechnology
Service Designer
Archived
Full Time
eSimplicity
Responsibilities:
-
- Establish and lead the practice of Service Design on a large 200+ person healthcare program. Extend the craft and best practices across eSimplicity and beyond
- Map the service experience of end users to define how the organization can change the internal systems for an improved user experience
- Perform user research with end users and internal staff to identify pain points and areas of improvement
- Design and maintain key design artifacts that illustrate the existing and new components of the service including journey maps, service blueprints, wireframes, roadmaps, user flows or personas
- Communicate and present on service concepts and ideas using methods and tools that illustrate all components and touchpoints of the service
- Work closely with user researchers, designers, and the service desk representatives to define and communicate user’s needs
- Implement user experience principles in the design of internal systems and processes to achieve desired customer outcomes
- Inspire innovative approaches to design, using creative facilitation techniques
- Build and manage relationships with key stakeholders throughout the project lifecycle
Required Qualifications:
-
- Bachelor’s degree in Service Design or other related degree (I.e., UX Design, Visual Design, Industrial Design)
- Minimum of 3+ years of experience in the service design/UX industry
- In-depth knowledge of a user centered approach, design thinking or human-centered/UX design
- Experience with user research, service blueprinting and road mapping with a specific focus on building new internal capabilities on an existing system
- Experience managing multiple teams and design efforts simultaneously
- Experience working with large cross-functional teams
- Strong client verbal and nonverbal communication skills
- Internal design or blueprint portfolios must be submitted with application**
Desired Skills:
-
- Experience with ServiceNow is a plus
- Experience working in an Agile/SAFe environment
- Experience and knowledge working in customer care organizations (I.e. call centers, support centers)
Location
Woodlawn, MD
Type
Full Time
Industry
Agency / ConsultancyTechnology
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