Service Designer

SoftServe is a global organization with over 28 years of experience in software development and consulting that solves complex business problems, creates industry-disrupting technology and accelerates growth and innovation while optimizing operational efficiencies for leading Fortune 500 enterprises and independent software vendors alike.

We transform the way our clients do business across the globe through our collective expertise in product development, service and experience design, data, AI/ML, IoT, cloud, devops, cybersecurity and beyond. We partner with our clients to help define their future by solving today’s digital challenges, advising on tomorrow’s opportunities, and imagining futures born of nascent innovations. While we pride ourselves on a glowing record of delivery excellence, we’re even more proud of our people-first culture and our world class customer and employee NPS scores.

Job Purpose

Come join a global design team made up of 150+ diverse, talented and engaged experience, product and service designers across our 12+ studios worldwide.

• We are seeking an expert-level Service Design Lead who will bring deep knowledge, curiosity and expertise in the Employee Experience space.
• We have engaged in a multi-year effort to rethink the employee experience through the lens of Talent, Culture and Environment (both physical and digital) and we are using SoftServe as a test bed of what can, and what should be done to make work a place where employees thrive. The right candidate will help us transform our employee experience across a multi-year, multi-project journey following the research-led, human-focused approach employed on our most successful client engagements.
• The expectation is that the chosen candidate is an expert in service design related activities inclusive of research, insight development, ideation, concept development, service blueprints, mindsets, user journeys and the like.
• It will also be expected that you have a cursory understanding of enterprise-level change management and human resource implications so that you are able to fluidly work with teams in these disciplines. You will engage directly with peers, internal stakeholders across multiple disciplines, external experts, and other customers while iterating rapidly and focusing on solving human and business-related needs for our global employees.
• Additionally, through external client work, public speaking and community involvement, you will be expected to serve as a leading example of SoftServe’s Experience Design Group, specifically for Employee Experience subject matter expertise, industry leadership, and innovation.

Your Role:

• Collaborate with the People experience team on creating meaningful employee experiences and lasting engagement that results in valuable impact to our company and clients.
• Evangelize and implement SoftServe human centered design principles and design processes to envision, design and deliver services and solutions for Softserve employees
• Advance service design as a discipline and a practice within SoftServe.
• Collaborate with our people-focused/related disciplines and use research and design as tools to understand employee needs, identify opportunities, and create meaningful experiences.
• Lead design activities and all research-based design functions at the project level and manage relationships with the different stakeholders with respect to these activities.
• Lead the communication of research findings, conceptual ideas, service strategy, service delivery, and implementation
• Extend the craft of service and experience design at the project level and share the practice across the studio and beyond
• Persuade, coach, and convince partners and stakeholders on points of view developed from a wide selection of client materials, interviews, external sources, analytics, and data sources
• Plan and lead large in-person and remote multi-day workshops
• Influence project deliverables such that they speak to the business value of design and connect with all key stakeholders
• Own the craft experience, including research activities and service design-related output across key accounts, ensuring deliverables and outcomes are of the highest quality
• Influence design quality across multiple projects: inform the overarching direction and push for quality of the work, supporting the project design lead with stakeholder and client management as needed
• Help to evolve the design practice, exposing the latest methods from external and internal expertise

Qualifications

• Portfolio of research and design capabilities with a clear focus on your journey, process and outcomes.
• 7+ years relevant industry experience (UX, XD, IXD, HCI, IA, information design, service design, product design, human factors or related field)
• Extensive knowledge and experience with driving and applying user-centered design processes
• Accustomed to working collaboratively with customers and cross-functional team members including engineering, product management, and user research
• Knowledge of and curiosity about technology and its impact on design solutions
• Ability to create experience maps, user journeys, service blueprints, interaction models, flows and wireframes, and rapid prototyping methods, ranging from paper sketching to digital prototypes
• Proficiency in service and product design methods, tools, and best practices
• Understanding of industry trends and digital disruption
• Experience working on People/Employee experience projects
• A history of being part of teams who focus on user centered design practices to develop new products and services
• Master’s degree in design related field (preferred), Bachelor’s degree in design or technology related field (desirable), or Comparable professional experience.