Lead Service Designer & Researcher

You will lead and manage service design initiatives, provide strategic guidance, and drive innovation to ensure the success of our digital experiences and enterprise-level projects.

RESPONSIBILITIES:

• Lead the development and implementation of service design strategies and methodologies to enhance our service offerings and create exceptional value
• Facilitate sessions that focus on ideal state user journeys that drive success for Sinclair Digital, build alignment, and influence strategies with a user-centric approach
• Connect with cross-functional teams and own the creation of service blueprints, journey maps, wireframes, prototypes, and other deliverables that effectively communicate service concepts striving for omnichannel services
• Lead initiatives across multiple platforms (web, mobile, connected TV) that touch numerous aspects of the user experience
• Work from high-level requirements and ask the right questions to collect relevancy to help drive clarity forward
• Collaborate with various stakeholders – executives, engineers, product managers, clients, and other partners within our enterprise ecosystems
• Present service design concepts and strategies in a compelling presentation style that delivers value and impact to the organization
• Stay updated on industry trends, best practices, and emerging technologies in service design and apply them to drive innovation within the organization

BASIC QUALIFICATIONS:

• 8+ years of experience in service design, experience design, or user research
• 4+ years of experience leading large and cross-functional projects
• Working knowledge in service design thinking processes, frameworks, and agile methodologies with a track record of applying them successfully
• Experience with user research methods, including user interviews, usability testing, and persona development
• Excellent communication and presentation skills, with the ability to articulate complex ideas and concepts to technical and non-technical audiences
• Have led service design for medium to large projects that present multidisciplinary challenges and span multiple platforms and departments
• Experience in consumer software, digital entertainment, or related field
• Solid understanding of the product development cycle (and the relationship between business, UX, and technology)
• BA/BS in psychology, sociology, anthropology, human-computer interaction, or related disciplines or equivalent work experience
• Self-starter with a strong work ethic
• Proven problem-solving ability and strong user empathy

PREFERRED QUALIFICATIONS:

• Champion a customer-centric design approach and bring stakeholders along with engaging workshops and compelling storytelling
• Experience demonstrating ownership of projects and communicating timelines, executing independently
• Hands-on experience with lab-based user testing, remote testing, paper prototype testing, iterative prototype testing, concept testing, field research, and survey design
• Can demonstrate leadership skills and collaboration across teams using a consultative approach