Senior Service Designer
You will make a great fit, if you have:
- 5 or more years of experience in working in Service Design, Experience Design, CX, User Experience Research, or User Experience Design
- Experience with planning, designing, coordinating, and facilitating human centered design (HCD) activities to include customers, agents, and business stakeholders
- Deep understanding of diversity, equity, and inclusivity (DEI).
- Experience in creating proposed or enhanced service models through the creation of journey maps, service blueprints, user flows, storyboards, protocols, etc.
- Experience in defining product and service strategies for immediate, near-term, and long term
- Experience in connecting service design vision and requirements to product design teams of researchers, designers, business analysts, and engineers
- Strong collaboration in working with Business, Engineering, and Product Owners
- Experience in advocating for design decisions using business logic and data
- Experience in designing usable, accessible and empowering B2B and B2C services and products
On a day-to-day basis you will:
- Work directly with stakeholder groups to include Customers (end users), agents (engaging directly with customers), business, client teams, scrum teams, Subject Matter Experts (SMEs), etc.
- Establish best practices for working with stakeholders at the beginning of a program and throughout the service and/or product delivery lifecycle
- Plan, design and execute research activities
- Create artifacts and documentation that can be consumable by a broader audience
- Meet regularly with Product Owners and product teams to align on product vision and strategy
- Advocate for the Voice of the Customer (VoC) and the desired Customer Experience (CX)
- Collaborate with teams to Identify service design initiatives and track them using Jira tickets
- Lead and participate in group working sessions with researchers, designers, and business analysts
- Create clarity and alignment on current state and future models by generating clear and accessible service and product design artifacts
- Create prototypes of proposed services and/or products using digital tools and applications
- Proactively review and understand existing product, environment, eco-system, information architecture, key user workflows
- Review product analytics, customer service data and other sources to understand patterns, personas and key usage scenarios
- Help team and agency stakeholders by providing insightful documentation that is accessible to broader audiences
- Collaborate with researchers, designers and other team members
- Participate and guide your team to participate in sharing lessons learned, new concepts, methods in learning events like brownbag sessions, DEMO Days and external events like meetups, conferences, and webinars
- Samples of work that can show your familiarity with service design are required to be considered for this opportunity, this can be in the form of a presentation, case study, readout, etc.
- Preference for those with experience around usability and building 508-compliant web applications.
- Must have been a resident of the United States for at least 3 years in the most recent 5 years to qualify for public trust clearance.
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Baylor Scott & White Health
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