Service Designer

Position Summary:

The role of Experience planner / service designer is to generate compelling user insights and innovation from consumer research and to create comprehensive human-centered experience roadmaps. Their strengths are to understand complex systems and connect the dots among products and services.

Main tasks are to observe customers experience across all touch points; identify behaviors, problems and unmet needs, then create a framework to design high level solutions (ID, UX, services, tech) across all touch points. They will support business decisions and design directions across a number of Samsung’s key business and existing product portfolio as well as future products.

Experience planner deeply understands ID, UX and services, and create solutions that are both physical and digital, and create services strategies.

Responsibilities Include:

• Be user-centric, with a research driven mindset for discovery, design and planning
• Have keen understanding of service design and design strategy
• Have keen understanding of market trends, technology trends and user experience trends
• Have keen understanding of end-to-end product life cycles, business model design, market analysis, financial modeling, and implementation in order to drive strategic growth
• Have deep understanding of data and how to collect, use, and analyze them to develop business solutions and strategies
• Create solutions based on the deep understanding of people and their behaviors
• Perform user research always together with another designer to make sure we are asking the right questions in order to get the right answers
• Design the User Journey Map so we can identify pain points and issues that need to be addressed in a given service
• Plan and execute co-creation workshops with stakeholders in order to propose the most viable solution for a given problem.
• Use the available resources to prototype services in order to validate ideas and iterate on it
• Design the Service Blueprint and prepare it to be presented and delivered to the client

Experience Requirements:

• Strong understanding of design thinking
• Bachelor’s degree majoring in Design, HCI, Product Management, Engineering, Business Administration, or equivalent combination of education, training, and experience. Master’s degree is a strong plus.
• Strong understanding of design principles and experience design best practices and their applications
• 5+ years’ experience in product engineering or consulting roles
• Ability to create compelling service and product solutions
• Drive platform research and experimentation, concept exploration, prototyping, and ideation within the creative process for designing user experiences in software and services delivered through modern web technologies
• Ability and willingness to support wider UX work (beyond interaction design) as needed
• Ability to distill complex concepts into simple stories to build cross-functional empathy
• Understanding on S/W development process
• Ability to develop basic working prototype to present ideal UX concept a plus
• Planning Front-end / user side interaction to manipulate core features

Tools and Essential Soft Skills

• Experience and tools for interaction frame works, task flow, Information architecture and other design-related S/W (Sketching, Protopie, Figma, Framer, Photoshop, Illustrator, etc)
• Excellent hands-on for creating presentation with market analysis competitive research skills
• Global lifestyle research experience with strong socio cultural trend knowledge
• Ability to participate as an active member in creative workshops and ideation sessions
• Hands-on approach, flexible attitude and are comfortable experimenting with new ways of working
• Willing to work in a flat organization where hierarchy is not overtly felt
• Ability to manage an individual in terms of mentorship and career path
• Ability to retain relationships with our internal stakeholders.
• The creation and maintenance of productive relationships with both the team and the business through the identification of strategic aims and areas to grow
• Track record of developing new techniques and processes to audit technologies
• Ideally experience of the consumer electronics market but this is not mandatory
• Also desirable to have project and agency management experience