Service Designer

We exist to help people achieve financial clarity. At Thrivent, we believe money is a tool, not a goal. Driven by a higher purpose at our core, we are committed to providing financial advice, investments, insurance, banking and generosity programs to help people make the most of all they’ve been given.

At our heart, we are a membership-owned fraternal organization, as well as a holistic financial services organization, dedicated to serving the unique needs of our clients. We focus on their goals and priorities, guiding them toward financial choices that will help them live the life they want today—and tomorrow.

This position is a hands-on design do-er and a strategic thought-partner with the goal to evolve early stage customer experiences and ideas into scalable solutions through iterative prototyping, testing, and refining. This role will help grow a people-first service¬–from value proposition to brand to customer experience–the job is about putting all the pieces together to maintain the user-centered, fully integrated integrity of the concept as it moves forward.

Job Description

Job Duties and Responsibilities

• Ensure a flawless, consistent and user-friendly experience across all in-person and digital touchpoints including: in-store experience, digital ecosystem, employee experience, value proposition and brand positioning, an education strategy, and more.
• Design for both the user’s experience (desirability) Thrivent’s ability to implement and scale (feasibility) and business constraints (viability).
• Prototype, test and refine key service experience components with participation of end users –iteratively moving from low to high fidelity solutions that elegantly solve for complex behavioral, cultural, and social dimensions.
• Synthesize and apply research takeaways and insights to drive design decisions and service system development.
• Craft the user experience for a new engagement models at Thrivent–including new roles and responsibilities, incentives, metrics, training and onboarding, tools and technology.
• Build and maintain key design artifacts to define and communicate experience architecture and/or overall service system that illustrate all the components and touch-points of the service including: visual frameworks, journey maps, service blueprints, operations or user flows.
• Maintain relationships and liaise with key business partners throughout the project lifecycle.
• Develop and deliver progress reports, requirements, documentation and presentations as needed.
• Contribute to project reviews and standard methodology development.
• Support the planning and monitoring of project activities, timelines and achievements.
• Issue regular status reports and solve problem areas.
• Be the point person in collecting data that shows the impact through the solutions we bring to market

Required Qualifications

• Bachelor’s degree or equivalent experience
• 3-5 years of experience in the service design industry.
• Deep expertise in design thinking/human-centered design.
• In-depth knowledge and experience within a relevant service design field (systems design, business design, industrial design, graphic design, interaction design).
• Ability to work within a self-directed culture and navigate ambiguity.
• Experience with concepting, ideation, and iterative prototyping.

Preferred Qualifications

• Master’s degree in related design field (industrial design, graphic/communications design, systems design, service design, interaction design) preferred
• Experience and knowledge working in financial services, mainly insurance, is desirable.
• Work experience in human-centered design in large organizations, is desirable.