Service & Experience Designer

What you will be doing:
• Service Blueprint Development: Create detailed service blueprints that map out customer interactions, supporting processes, and the underlying systems to ensure cohesive and efficient service delivery.

• User Research & Insights: Conduct qualitative and quantitative user research to identify pain points, unmet needs, and opportunities for service improvement. Synthesize findings to inform service design strategies.

• Journey Mapping: Develop end-to-end customer journey maps that visualize the customer experience across all touchpoints, identifying areas of friction and opportunities for enhancement.

• Co-Creation Workshops: Facilitate workshops with stakeholders, users, and cross-functional teams to collaboratively ideate, prototype, and iterate on service concepts.

• Prototyping and Testing: Design and test low- and high-fidelity prototypes of new service solutions, gathering feedback to refine and iterate on designs before implementation.

What do you bring with you:
• Human-Centered Design Thinking: Strong knowledge of design thinking principles, with the ability to translate user research into actionable service improvements and design decisions.

• Journey Mapping & Service Blueprinting: Proficient in creating customer journey maps and service blueprints that provide a holistic view of service touchpoints, front-end interactions, and back-end processes.

• Workshop Facilitation: Experience in leading co-creation and ideation workshops with internal and external stakeholders, fostering collaboration and generating innovative service ideas.

• Prototyping Skills: Proficient in prototyping tools (e.g., Figma, Sketch, Axure) to create wireframes, mockups, and service prototypes for testing and iteration.

• Communication & Collaboration: Excellent verbal and written communication skills, with the ability to clearly convey complex service design concepts to a variety of audiences, including non-designers, executives, and developers.