Service Designer, Employee Experience

Facebook’s mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we’re building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we’re creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities – we’re just getting started.

The Global People Operations team strives to create and deliver a seamless and positive employee experience across the entire employee lifecycle. Leading with care and empathy, we develop efficient and simple people processes, systems, policies, and programs. We deliver data that is useful and accurate to create People-related strategies across the business.

We manage people knowledge and build project management capability across our company. Our work also ensures Facebook remains protected and compliant. We strive to ensure employees feel heard and given the resources and support they need during the most important moments during their careers.

Our Employee Experience team uses design thinking and service design principles to gain a deeper understanding of our employees and their changing needs and to optimize their experience working at Facebook. We’re mapping the employee experience from candidate, to new hire, to onboarding, development and growth, through the alumni phase of the life cycle. By bringing service design practice into our team, we will be able to develop end-to-end target service experiences for our employees as they engage with our products, people, programs, and processes. We work closely with our cross-functional HR partners such as Internal Communications, People Growth, and Workplace Culture to solve the right problems and create a future that supports employee engagement and exceeds their expectations.

As the Service Designer for Employee Experience, you will drive the process and engagement around building comprehensive employee journey maps and service blueprints to provide the end-to-end view of their journeys. A key attribute for someone to be successful in this role is a systems thinker who can effectively orchestrate various aspects of how services, products, and programs interact.

Responsibilities

• Create Service Design project plans, lead cross functional teams in design sprints using human-centered and design thinking methodologies
• Use service design tools to build a comprehensive view of the current state of employee experience in different journeys as well as the aspirational state
• Identify opportunities to improve employee experience across different touch-points and articulate the dependencies and complexities across these touch-points
• Perform user/customer research in partnership with our Research and People Insights teams
• Produce Service Design Blueprints, illustrated Journey maps, and Concept Designs, Service Experience prototypes, Empathy Maps, and Value Proposition Proposals, for the creation and evolution of products and services
• Plan and execute co-creation workshops with stakeholders to propose the most viable solution for a given problem
• Prototype services in order to validate ideas and iterate on them
• Turn insights and identify opportunities or spaces into differentiating service experiences
• Map user journeys and help partners define their processes to enable new service experience
• Gain understanding of important issues, challenges, and opportunities for our cross functional partners within HR
• Participate in the delivery of a range of projects, defining project scope, goals and deliverables in collaboration with key stakeholders
• Establish relationships and liaise with key stakeholders throughout the project life-cycle and able to communicate and envision service concepts to team members, stakeholders, and management by using diverse set of methods & tools that illustrate all the components and touch-points of the current and future service

Minimum Qualification

• Degree in Human Computer Interactions, Design, Psychology, Computer Sciences or related disciplines
• Proven expertise in Design Thinking/Human-Centered Design
• 8+ years in Design Consultancy or equivalent Service Design experience
• Academic and applied proven knowledge in one of the following areas: Research, Visual Design & Illustration, Prototyping, Business Design and Value Proposition
• Hands-on experience of designing for a variety of digital touch-points and non-digital channels
• Experience with conceptualization, ideation, and iterative prototyping and experience employing various methods to prototype service concepts such as staging and role-playing approaches
• Knowledge for Customer Experience Design and its centrality to the future success of large organizations
• Project and people management skills. Experience functioning as a project leader as well as an individual contributor
• Experience organizing data into clear service design blueprints and communicate ideas and designs to diverse groups of stakeholders
• Knowledge in UI and UI best practices
• Proficiency with design and prototyping tools such as Adobe, Sketch, InVision, or other similar tools used widely in the design community
• Team player who has experience working within a self-directed culture and navigate ambiguity
• Communication, analytical and interpersonal skill

Preferred Qualification

• Experience crafting a project vision, execution strategy and client relationship
• Experience with concepting, ideation, and iterative prototyping
• Experience building and maintaining strong working relationships with colleagues, clients, and key stakeholders

Facebook is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Facebook is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.