Service Designer

We’re looking for a Director, Service & Experience Design. This role inspires and leads a team of designers to envision distinct ways to solve for validated consumer needs through new services and experiences. This person will champion the design thinking process and partner with cross-functional teams to build a clear, repeatable way of bringing new services and experiences to market that remove friction and create distinction for the end user. This candidate needs to have outstanding oral and visual communication skills, strong attention to detail and be a thorough and critical problem solver. The ability to work within a self-directed culture and navigate ambiguity is key. This person has expertise in service or UX design, human-centered design, and systems thinking and can comfortably facilitate sophisticated cross-functional workstreams to achieve measurable outcomes.

What you will work on

If this is you, you’ll be working with Nike Direct and Marketplace partners to consolidate different viewpoints, clarify problem statements, identify strategy and develop high-impact design solutions. You will evangelize a consumer-centric design approach through a dedication to research, data and in-market experiences that inform design decisions. You will drive overall intake, prioritization and process within the team to ensure efficient design workflow and facilitate alignment with other functional teams to implement short-term solutions in a timely manner while building on the long-term, evolving strategy. You will create and maintain key design artifacts to communicate experience architecture and/or service systems that illustrate all the components of the service including: visual frameworks, journey maps, service blueprints, operations, or user flows. You will contribute to project reviews and standard methodology development for the Service & Experience Design function.

Who you will work with

You will partner with Nike Services, Nike Athlete Experience, CS and Retail Operations, Marketplace and Retail Concepts to understand business needs and use a human-centered design approach to define and craft the experience.

• 10+ years proven track record in service and/or experience design in physical and digital environments
• Demonstrated ability to measurably improve a retail consumer experience through the implementation of insight-driven design recommendations
• Experience designing net new concepts or services that successfully redefine a typical way of doing something
• Expertise in rapid prototyping and user testing
• Expertise in one or many of the following design fields: UX design, architectural design, graphic design, operational design
• Familiarity with designing solutions to improve an employee experience and innovative employee retention strategies
• Proven track record of facilitating large cross-functional workshops and teams
• Confirmed ability to design a data-driven test and learn process through prototyping, iteration and scale
• Portfolio of compelling design artifacts that teams effectively use to align their work, including service journeys, blueprints and wireframes

Preferred Skills

• Masters in HCDE, Human Factors, HCI, Cognitive Science, Experimental Psychology, Sociology, Anthropology, or a related field
• Experience in footwear and apparel retail industry
• Experience conducting measurable consumer research to advise design decisions
• Experience leading junior and senior designers