Service Designer (Customer Experience Strategist)

The opportunity: Customer Experience Strategist (Open to Location)

The Global Design Group at Slalom is a small team of creatives and problem-solvers who are passionate about the role design plays in making our world better. We’re seeking a Customer Experience Strategist who cares deeply about user research, design, and cultivating design & innovation culture. As the Customer Experience Strategist, you will co-develop and evangelize design strategy woven into Slalom’s business, people, and client execution. You’ll work with Slalom’s internal stakeholders to identify new opportunities to engage with our employees and customers more effectively. You will help build, manage, and grow Slalom’s end-to-end customer experience program. You will partner with, lead, and align cross-functional teams to implement end-to-end service experience initiatives. Additionally, you’ll apply your talent and vision to help create and nurture design empathy and culture spanning the entire Slalom organization.

Who you are:

• Take ownership and get things done
• Have a growth mindset and describe yourself as a builder
• Collaborative and driven to do what is right
• Excel at communicating, interacting with, and influencing stakeholders and peers
• Human-centered researcher and strategist
• An outcome-focused self-starter with the ability to go beyond strategy and articulate ideas into practical formats such as sketches, prototypes, or product backlogs
• Not afraid to challenge the status quo
• A storyteller
• Have a passion for making the world a better place for all

Responsibilities:

• Assist in the design and management of the end-to-end customer experience program
• Take strategy through to execution with a human-centered, design-thinking approach
• Plan, execute, and analyze field research, data, and existing workflows/documentation
• Synthesize findings, articulate user needs, and translate observations into transformational insights for new, design solutions
• Utilize design thinking to ideate with and align executives and multi-disciplinary teams on proposed solutions ranging across multiple channels, processes, and products
• Craft and articulate compelling stories through the power of visualization
• Design solutions that improve Slalom’s connection with our customers and employees
• Monitor the competitive landscape and adjacent industries for relevant insights, trends, and innovations to inform new ideas
• Remain mindful of the business value and metrics needed to show the impact of proposed solutions
• Collaborate with Global Design Group team on the development of our corporate design strategy
• Visit Slalom teams across the world to build connections and partnerships

What we’d like from you:

• 10+ years of experience in user research, service design and customer strategy
• Familiarity with consulting environment, working with clients (internal or external)
• A portfolio that demonstrates a strong design process, articulates strategies, and presents exceptional design concepts
• Experience planning and executing qualitative and quantitative research
• Ability to develop hypotheses, research syntheses, idea generation, and iterations
• Experience synthesizing and leveraging large amounts of surfaced data to develop actionable, goal-orientated, and unique insights
• Ability to plan and facilitate ideation and alignment workshops
• Project management skills
• Expert knowledge and experience with a range of service design methods and tools, e.g., experience mapping, service blueprints and ecosystems, concept prioritization, roadmaps, persona development, scenario storytelling, etc.
• Experience designing physical and digital experiences
• Proven track record of managing an end-to-end experience from strategy to execution