Service Designer

What will your day look like?

You will be responsible for the design and continuous improvement of member service experiences across the credit union’s offerings and delivery channels. In addition, the incumbent will identify and recommend implementations that will simultaneously improve credit union employees’ and members’ interactions. This role is a cultural change agent helping to establish and maintain a center of excellence for Service Design by embedding human-centered design methodologies into the credit union. The incumbent will collaborate with cross-functional teams, facilitating and translating primary and secondary research into actionable insights and design recommendations. The Service Designer will work closely with product and channel managers to ensure that a holistic and harmonious member experience is consistently delivered across all touchpoints. Strategic and general direction is received from the Manager, Member Experience Design.

Do you see yourself doing this?

• Supports the evolution and development of the service design practice throughout the organization
• Educates and influences service design thinking and human-centered design practices across the organization
• Collaborates effectively with product, channel and operations managers to prioritize service design concepts
• Socializes and nurtures human-centered design methods, tools and practices within and across the organization
• Cultivates the member experience design management system
• Drives meaningful and impactful change to improve the member experience
• Defines opportunities for service optimizations, enhancements and innovations based on service deviations and failures
• Facilitates cross-functional collaborative workshops and experience mapping sessions
• Plans, facilitates and executes in-depth, human-centered design research with stakeholders and members
• Derives meaningful insights and implements best practices from design and market research, business intelligence and CRM inputs
• Discovers and translates underserved and unmet member needs into viable, feasible, desirable and innovative design concepts and seeks input from business partners across the organization at varying levels throughout the process
• Partners cross-functionally to bring design / service concepts to practical implementation
• Articulates concrete business outcomes for design recommendations
• Visualizes complex service ecosystems and demonstrates ability to translate processes to diverse stakeholder groups
• Creates and rapidly iterates service prototypes
• Implements design recommendations
• Represents the member and internal customers (credit union employees) on project teams

What makes you a great fit?

You’ll be a great fit if in addition to the completion of a Bachelor’s degree in service design-related field, required, and you have:

• 3+ years of relevant experience preferred
• Experience planning, facilitating and executing design research
• Knowledge of process improvement methodologies
• Proven ability to educate, motivate and drive change
• Desire to continually learn and improve approaches/methodologies
• Demonstrated knowledge of change management principles, methodologies and tools
• Experience with NPS or similar customer feedback systems
• Analytical thinking, creative problem-solving, and an entrepreneurial spirit are important attributes
• Proven ability to create, customize and deliver presentations to internal and external business partners