Service Designer 

As the Service Designer / Experience Designer, Customer Experience you will play a critical role in designing ongoing improvements to the Toast customer experience. Toast is a rapidly growing company and as more locations join the platform, we must look at how the experience of those customers can scale efficiently. This role will help shape the way in which we deliver a relevant, intuitive customer experience to meet our customers where they are, remove known sources of pain, and drive business outcomes through a differentiated customer experience.

In this role, you will apply a human-centered design approach to create impactful and reimagined journeys in an integrated way. You will work to ensure that we’re aligned to the highest value opportunities to not only improve our customer experience but to drive business outcomes as well. You will lead the full design process: research, synthesis, ideation, and design. Additionally, you will act as the advocate for the customer as you partner with other functions to define feasible solutions to address unmet customer needs.

This is a new role, reporting to the Senior Director, Customer Experience Strategy & Analytics, and is a high priority, high visibility position in the Customer Success organization. You will be part of a small team of high-impact individuals shaping the future customer experience and journey across all customer segments at Toast.

A day in the life (Responsibilities) 

• Lead qualitative research and synthesize learnings into actionable insights and tangible artifacts (e.g. personas, customer journey maps, process maps)
• Plan and lead ideation workshops with cross-functional partners to define and shape feasible and coordinated solutions
• Envision and conceptualize new customer journeys and experiences and bring them to life through creative storytelling
• Stand up experiments and pilots to validate/evaluate new experiences
• Work collaboratively with cross-functional departments to guide project execution, reduce obstacles to completion, and ensure initiatives meet committed timelines.

What you’ll need to thrive (Requirements)

• 5+ years of relevant experience in customer experience, digital experience, management consulting, strategic finance, or related strategy positions
• Experience with a range of experience design capabilities (e.g. qualitative and quantitative research, service design, human centered design, UX design, journey mapping, workshop facilitation)
• A passion for improving the customer experience, solving problems, and leading collaboration across teams
• Comfort with and passion for all parts of the design process, from early-stage insights gathering, to strategy definition, concepting, and prototyping
• Fluency in working with state of collaboration and prototyping tools (e.g., Figma, Miro)
• Excellent communication, presentation and collaboration skills
• A highly ambitious and entrepreneurial spirit with the ability to thrive in a dynamic and fast-paced environment