Service Designer

Job Summary

The Service Designer will be responsible for designing relevant and easy end-to-end experiences at scale. He/She will look for insights and inspiration from people and other services in the world and document the reasoning and decisions that validate our approach to the final product or experience. Through useful and engaging depictions of the customer experiences and necessary end-to-end improvements, you will create alignment, buy-in, and excitement, ensuring that the whole team works together to make it happen.

Duties and Responsibilities

• Advocate for and be the voice of our customer in our product development process

use customer-driven insights and iterative methodologies to design and deliver relevant, elegant, and delightful customer experience (within and around a system or digital product).

• Partner with Product Managers to influence product design and express / own the service improvement strategy
• Collaborate and create strategy and high-level design for prototyping and pilot efforts
• Translate customer needs and business requirements into [low-fidelity] visual concepts and service prototypes to be used in experiments, user testing, and iterations
• Create storyboards, interaction models, user task flows, screen designs, and – only when absolutely needed to prototype
• Interface details that create a shared understanding of the overall service experience, and promote ease of use and optimized task flows
• Create and deliver design documentation and artifacts to aid with cross-team communication, collaboration and development; visualize complex sets of data and relationships in ways that are easy to comprehend

Qualifications

• Proven designs, and experience of launched services that have been implemented in the real world (service, i.e. a process or experience that provides continuing value for a customer)

• 5+ years of professional experience in an in-house or external customer experience or design “client-servicing” or consultancy capacity, or equivalent position (can be functioning as an in-house agency)

• In-depth knowledge and experience within at least one relevant service design discipline (Systems Design, Customer Experience and Operations, Process Engineering, Change Management, Policy Design, Business Design, Graphic or Communication Design, Interaction Design or Industrial Design)

• Strong facilitation or communication skills (visual, verbal storytelling or presentation) and able to maintain relationships with a multi-discipline team to execute a process change or design

• Ability to work within a self-directed culture and navigate ambiguity

• Understands how digital products/services work

• Understands how to wield user research and feedback

• Deep expertise in design thinking/human-centered design: conceptual ideation and iterative prototyping

• Experience in being within a “lean” (start-up) team and building the practice or product from the ground-up

• Experience partnering with Product Managers to influence product design, or crafting a product vision