Associate Director, Service Design

As Associate Director at Enterprise Core you will be assigned to the Core Platform area, where you’ll be focusing on the end-to-end service of our Enterprise Platform.

You will managing a team of designers – all responsible for platform wide functionality, such as service mapping, Design system and Platform strategy. You and your team will be accountable for researching and documenting full processes on various granularity levels whilst working with other design leads and management to ensure an industry-leading overall client experience.
You will join a globally distributed team and you’ll work on a compelling global client offering.

You will be responsible for managing stakeholder expectations, aligning service-design objectives to product roadmaps, and developing achievable schedules to ensure strategic goals and timelines are met. You will be capable of solutioning for diverse problem sets, defining new frameworks, independently conducting ideation workshops to bring further alignment.

You’ll keep skills fresh and be able to share best practices, technical trends and developments with the wider team.

RESPONSIBILITIES

• Use core information architecture and design expertise to take product design deliverables through a full project lifecycle
• Lead user/market, map client’s current and desired flow.
• Scope and lead research and communicate to wider team the client’s eco system in which they operate and help ideate how we can improve our offering
• Identify user types, scenarios, journeys, flow/decision maps and produce relevant documentation to convey this vision
• Lead ideation workshops with cross-functional teams
• Generate storyboards and diagrams and/or define the structure for design artefacts to be produced
• Understand how we can utilise Ticketmaster’s brand identity and terminology across the user flow so that it is translated into an intuitive and stylish experience
• Work with the Analytics and product management teams to drive measurable UX decisions
• Understand long-term vision and strategic business goals of the department
• Keep skills fresh and be able to share our best practices, technical trends and developments with team
• Managing a team of Designers.

REQUIREMENTS

·       Thorough grounding in principles, methodology and practices of service design with proven hands-on experience in a working environment, i.e. UX design, UX research, interaction design

·       An outstanding portfolio with cross-platform service design works

·       Experience working on SaaS or complex multi-app platform will be a strong advantage but not a must

·       Ability to drive a range of innovative and compositionally strong design solutions

·       Fully conversant in one or more industry software

·       Ability to think creatively and present concepts clearly to stakeholders and team members

·       An understanding of capabilities and limitation of technologies that are used to create powerful interactive experiences

·       A strong understanding of best/tried and true as well as current trends in UX/UI practices and cross-platform development

·       Management experience, understanding how to empower and build a successful Design team.

YOU (BEHAVIOURAL SKILLS/COMPETENCIES)  

·       Strong analytical and creative problem-solving skills

·       A passion for interaction and customer involvement

·       Excellent written, verbal communication and presentation skills

·       Ability to work on multiple projects simultaneously

·       Proactive in learning and being fluent in latest UX trends and technologies

·       Have excellent verbal and written communication