Service Designer

A Service Designer guides the UX and employee experience of products and services across the service journey. A Service Designer facilitates cross-functional teams integrating business objectives into the design process, and will link service performance metrics to digital capabilities, identify user needs and priorities, and recommend solutions to improve outcomes. A Service Designer also consider the impact of digital innovation in other areas of the business, including alternate delivery channels, staffing, operations, and policy.

Responsibilities:

Applies human-centered design and systems thinking to understanding and improving the end-to-end service experience.

• Facilitates, coaches, or trains cross-functional agile delivery teams and others on the integration of human-centered design methods into work generally.
• Works collaboratively.
• Focuses on achieving outcomes such as measurable improvements to UX, employee experience, costs savings, or red tape reduction.
• Analyzes UX experience and employee experience across channels (mobile, web, social media, phone, face-to-face, print, mail, etc.) and identifies gaps, opportunities, and solutions.
• Leads on service design deliverables such as user research, co-design workshops, prototype design and testing, journey map and service blueprint development, process mapping, service prototyping, usability testing, and service performance analysis and reporting.
• Ensures projects move forward at pace, synchronized to an agile delivery approach.
• Translates from big-picture overall view of the end-to-end service journey to specific needs, opportunities, solutions, and metrics.
• Helps teams integrate specific design and development work into overall service experience and measure results.
• Leads, plans, and determines logistics for behavioral field research and co-design workshops to understand user and business needs, goals, priorities and opportunities.
• Establishes shared ownership of solutions, aligns interests, and eases change by working alongside program teams from executives to front-line staff in the co-design and co-delivery of new processes and policy.
• Plans and implements integration of the new solution with current service operations, including areas such as impacts and migration for service delivery, policy innovation, change management and organizational culture.
• Other responsibilities as required or requested.

Qualifications:

• Experience using human-centered design approach (UX, customer experience, service design, interaction design, etc.).
• Experience planning, conducting and analyzing behavioral/ethnographic field research to understand user, employee, and government needs and goals.
• Experience analyzing research data and presenting findings in diverse ways.
• Experience with prototypes in different media across digital and physical channels.
• Experience moving through projects shifting focus from small details to understanding the whole system and the relationship between them.
• Experience using advanced oral and verbal communication skills with staff at all levels of an organization to address the value of service design.
• Experience creating journey maps and service blueprints or other visual representations of user needs.
• Experience facilitating and leading co-design workshops
• University degree in design, psychology, human factors, human-computer interaction, library science or four (4) years of experience as a Service Designer.
• Experience working with digital services (services including a significant digital component; may include other channels).
• Experience facilitating, coaching and mentoring small and cross-functional teams in service design.
• Experience creating service metrics and measures.
• Experience working with organizational change for service implementation (policy, staffing, etc.).
• Experience leading small and cross-functional teams to enable delivery of services.
• Experience working in the public sector.
• Experience working with large organizations.