Service Designer

THE ROLE:

A Service Design Strategist is a pivotal design role on the Enterprise Experience Design team. The person in this role will help business partners develop a holistic view of the end-to-end series of touchpoints and interactions involved in the Northwestern Mutual brand experience. This person will work within the design team to make sense of the dynamics of how human interactions with systems and processes inform and shape a front stage experience for clients, field representatives, and home office employees. The Service Design Strategist will use their human-centered design skills to help identify insights that support problem-finding AND problem-solving to improve Northwestern Mutual’s brand experience.

WHAT YOU’LL BE DOING:

• Working with our research team to uncover insights.
• Convert insights into clearly framed problem statements
• Create and illustrate current state interactions and exchanges, as well as future state,
• Ideate multiple perspectives into mockups & prototypes utilizing best in class tools, methods, and processes.
• Collaborate with partner-stakeholders, contributing to design’s focus on both design quality and the people whom we serve.
• Drive design through to execution and delivery with partners.
• As a design strategist you may be working on more than one project at a time.

BRING YOUR BEST! WHAT THIS ROLE NEEDS

• You have experience working on a diverse set of complex interactions and exchanges that inform front-stage product and service experiences.
• Demonstrate a well-rounded set of digital design skills with primary emphasis on journey mapping and service blueprinting with strong secondary abilities in graphic/visual design and user research.
• You are a visual communicator.
• Demonstrate a strong understanding of relevant psychological and other social science topics and their application to product design.
• You are an advocate for design process and methods, and have experience and comfort working with non-designers and teams to adopt human-centered design practices.
• You are strategic and outcome oriented and present your work based on a critical eye to the business.
• You use your communications and social skills to influence collaborators, as well as to clearly communicate requirements, requests, and responses.

PREFERRED QUALIFICATIONS:

• Experience in a regulated industry like financial/banking, insurance, &/or healthcare