Senior Service Designer

KEY RESPONSIBILITIES 

• Be accountable for enabling the product and feature teams to successfully consider the value for the consumer and the company (ROI).

• Specify the vision and roadmap delivering excellent consumer experiences.

• Be accountable for service design related work package delivery in line with the roadmap and committed delivery dates.

• Represent and embed CX and service design in each product area, fostering strong relationships with key stakeholders to ensure that their views and requirements are captured.

• Drive the process of co-creation by taking the lead in elaboration of ideas, concepts, journeys, blueprints; driving development and testing of prototypes and developing high quality presentations.

• Deliver training and supporting material to drive usage and adoption of service design tools within the respective teams and functions

• Lead or significantly contribute to spot service design opportunities in the organization, create proposals for CX involvement in projects and secure buy-in.

• Use available data sources to gain meaningful consumer feedback to ensure the teams are focusing on the right enhancement.

• Take ownership for Talent Management processes, in order to grow, develop and retain talents.

• Promote a high-performance culture by setting clear expectations and individual goals.

• Translate the company goals into team specific actions and business plans. Control and monitor performance and results

KEY RELATIONSHIPS:

• Product teams

• Global and Local Market teams

• Global Sales & Digital

• Tech teams

KNOWLEDGE, SKILLS AND ABILITIES:

• Strong visual design and storytelling skills; ability to ‘think visually’ and to create quick prototypes and mockups for testing

• Experience in maintaining a style guide or design system and strong ability to create and maintain visual design artefacts such as low and high-fidelity prototypes and mock ups, journeys and blueprints, illustrations, layouts and diagrams

• Strong methodological knowledge in the areas of CX, service design and human-centred design

• Great communication skills brimming with a human-centric mentality, comfortable presenting to stakeholders across all levels of the organization both in person and remotely

• Ability to expertly apply all aspects of service design to specific challenges, regularly leading others in the application of the methods

• Strong advocate for best practices in CX and service design theory and practice, both within our team and the larger adidas community

• Ability to be “mentally agile”; to analyse, reframe and think on both a holistic and a detailed level; to think through human and rational lenses, being able to switch between the two, and know when to switch

• Sound experience of applying the design process in agile & cross-functional teams

• Ability to influence key decision makers and instil consumer-centricity into our decision-making processes

• Strong ability to conduct user research, identify consumer and user insights and translate these amongst other trends and business requirements into meaningful and captivating value propositions

• Comfortable working with enterprise-level platforms and technologies

• Fluent in English both verbally and written

REQUISITE EDUCATION AND EXPERIENCE / MINIMUM QUALIFICATIONS:

• Degree with focus on Service Design, Business Administration, Communication or IT or related areas, or equivalent combination of education and experience

• 6+ years of experience working in a Service Design environment

• Experience working with stakeholders and experts at various organizational levels