Senior Service Designer

Your Day-to-Day:

• Lead the design and enhancement of end-to-end experiences of our services, ensuring they are user-centered, scalable, and aligned with strategic business goals.
• Strategically choreograph processes, technologies, and interactions, driving the delivery of holistic human-centered services, unifying the experiences across the products and non-product environments.
• Conduct and oversee user research, leveraging insights to inform service design decisions and uncover opportunities for innovation and improvement.
• Build and improve existing frameworks such as experience mapping, cross-functional collaboration activities, vision storyboards, service blueprints, persona and workflow templates, etc.
• Drive coherence in the usage of design and research tools, methods, and techniques.
• Plan and lead workshops and design sprints with teams and stakeholders, fostering a culture of innovation and collaboration.
• Apply advanced design thinking methodologies to address complex business challenges, providing solutions that improve engagement and satisfaction.
• Advocate for service design principles within the organization, promoting the value of a holistic, user-centered approach.
• Continuously iterate based on feedback, testing, and performance data to enhance usability and efficiency.
• Contribute to internal communities of practice.
• Mentor junior design and research colleagues.

What You Bring to The Team:

• Strong problem-solving skills and a professional portfolio displaying them.
• Excellence in communication across organizational boundaries, distilling complex ideas so that others can quickly comprehend them, including visualizing and sketching.
• Proven experience designing and leading the development of service blueprints, customer journey maps, and end-to-end service flows on complex multi-faceted projects.
• Extensive experience conducting and overseeing user research and applying insights to improve service design.
• Experience advocating for people and user needs in all aspects of design and service design work.
• Background in designing services for multiple user groups with a range of stakeholders.
• Ability to reflect critically and ask difficult questions; thinking holistically about the big picture while working out details and being able to appreciate and articulate the broader implications.
• Hands-on experience in facilitating workshops and design sprints.
• Great command of (AI-powered) design and research tools (Figma, Miro, TheyDo, research repositories and the like).

Additional Points For:

• Familiarity with infrastructure design and engineering workflows.
• Prior contribution to Design Operations initiatives and scaling the design discipline.
• Degree in Human Computer Interaction, Computer Science, User Experience, or related field.