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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