Service Designer (Director)

Service Design Leadership

• Be a hands-on design expert, shaping a concept and seeing it through to prototyping, user testing, and pilot delivery
• Pull together all aspects of service design: User Experience, User Research, Business Design
• Engage with people at a deep level – you are passionate about representing the human perspective in design and have the skills in bringing this passion to life for the team
• Embrace and harness new technologies
• Model and champion equity-centered design practices to create more inclusive tools and services

New Concept Communication 

• Be an expert storyteller: Deliver insights about people and behavior – verbally and visually – in a way that generates empathy, emotion, and engagement
• Envision and communicate new service concepts and ideas using methods & tools that illustrate all the components and touchpoints of the service
• Create design briefs based on project proposals

Prototyping, User Testing & Pilot Design 

• Oversee development of prototypes to test in the marketplace
• Support testing and piloting of prototypes and analysis of learnings to inform product development
• Ensure all ongoing pilot activities are moving forward in alignment with strategic direction
• Convene and facilitate check-in meetings with key internal and external stakeholders; follow-up to ensure progress; document learnings and facilitate the refinement and evolution of strategy

Innovation & Design Facilitation 

• Inspire innovative approaches to design, using creative facilitation techniques and taking the lead at internal company meetings, brainstorms, and external design events
• Instill project teams with the confidence, discipline, and tools to explore innovative design solutions while respecting deadlines

Year Up Citizen

• Demonstrate commitment to the mission, vision, and values of Year Up
• Serve as formal or informal mentor to Year Up students
• Take on ad hoc support of Talent Solutions Team and broader Design and Delivery team projects as necessary

QUALIFICATIONS:

• At least 7+ years delivering design solutions as well as strong project leadership experience in an education, ed-tech, workforce development, and/or human resources organization
• A passion for creativity and innovation and deep experience with human-centered design methodologies
• Self-starter who is comfortable shaping priorities within broad parameters and in fast-paced, ambiguous situations
• Experience in a startup or a dedicated innovation team inside a larger organization
• Proven ability to design and prototype digital and service solutions. Preferred: basic skills in areas that support low-fi prototyping (coding, graphic design, etc.)
• Balanced understanding of research, strategy, service design, digital design, prototyping, and implementation
• Do not mind “failing fast” in order to identify solutions that can scale
• Proven ability to build strong working relationships, to manage through influence and to support various stakeholders to achieve shared objectives
• A professional and resourceful style with the ability to facilitate difficult conversations
• Ability to lead, willingness to be led, and comfort with situational leadership
• Documented strengths in project management and execution across multiple projects at a time
• A passion for working with young adults, an unshakable belief in their potential and a strong commitment to the mission of Year Up
• Understanding of the Opportunity Divide and its drivers
• Commitment to diversity and inclusion
• Demonstrated experience working with diverse teams, embracing and engaging diverse groups of people and an understanding of the importance of cultural competency in these interactions