Service Designer

We are looking for experienced Service/Customer Experience Designers who want to join our award-winning design practice as we partner with our clients to deliver solutions that provide a best-in-class experience. We are on the hunt for someone who is passionate about designing exceptional customer experiences (CX), someone who can bring their creative mindset to a variety of challenges and, someone who can work collaboratively to solve problems in a fast-paced digital project environment.

What are the Responsibilities?

• Use a variety of qualitative and quantitative methods and techniques to conduct CX research to understand experience from the customer’s perspective
• Develop and document evidence-based insight on customer experience
• Design target or future state customer/service experiences using CX design techniques such as service blueprinting, journey mapping, storyboarding, scenario mapping, etc
• Create personas and/or profiles to describe and bring to life the people who interact with the experience
• Capture experience pain points and illustrate opportunities to deliver on customer needs
• Work closely with a variety of stakeholders to collaborate on defining the problem, identifying opportunities and implementing service designs
• Facilitate workshops, meetings and forums to discover, define, ideate and solve for CX based problems
• Define and document CX based metrics of success for target state and measure iterative change over time for the project/initiative and for customers
• Be confident and comfortable with communicating and presenting to a variety of audiences ranging from C-suite executives to customers and technical specialists.

What are the essential skills and qualifications?

• Experience: +5 years in Service Design or CX Specialist role
• Research Methods: Ability to use a range of qualitative and quantitative research techniques to develop insight
• Experience Mapping: Proficiency in creating detailed journey maps, service blueprints, process maps
• Design Thinking: Strong understanding of design thinking principles to innovate and solve problems creatively
• Communication: Excellent communication skills to convey ideas and approaches clearly to stakeholders and team members
• Collaboration: Ability to work effectively with cross-functional teams, including product managers, developers, and marketers
• Problem Solving: Strong analytical and problem-solving abilities to identify challenges and propose solutions
• Customer Empathy: Deep empathy for customers to design services that truly meet their needs.
• Facilitation: Skill in leading workshops and brainstorming sessions to generate ideas.
• Project Management: Ability to work autonomously and manage own time and deliverables effectively