Service Designer

Partnering with our business units and operations, our Digital Hub team is on a mission to digitize 30% of our customer journeys by 2023. We want to improve the satisfaction of our customers and provide new data driven insights that can be translated into new SGS products and services. Working with UX Designers, Developers and Data Scientists, you will:

• Provide detailed mapping of an actual customer journey, including customers’ objectives of pains and gains, and define the improvements;
• Inform and validate your decisions by both quantitative and qualitative research methods;
• Collect and document business and design requirements. Conduct stakeholder and user interviews, including animation of workshops;
• Plan, conduct, and/or participate in user research, such as usability lab observations, task analysis, card sorting, quantitative surveys, web analytics, comparative analysis, usability studies, field research, technology surveys, competitive analysis and/or heuristic analysis;
• Prototype and lead rapid user research to design and validate improvements;
• Design the best solution based on findings that will meet user and business goals while also fitting into time, budget and technology constraints;
• Map the future user experience, define the details of the interface, and correlate a system’s features to user tasks, needs & functional requirements;
• Translate business needs and capabilities into an architecture that resonates with customers and aligns with their expectations;
• Pair with engineers and data scientists to implement the solutions you designed in the best way;
• Partner with UX designers to translate ideas into an interface, optimize the visual experience and ensure that user and business considerations are met;
• Collaborate with developers to ensure proposed designs are technically feasible and then properly executed;
• Stay abreast of industry trends and best practices in order to facilitate discussions and guide the decision-making process to meet project objectives.

• Bachelors or Masters Degree in Human Computer Interaction, Information Design, Digital Media, Communication Design, Interaction Design, Psychology or a related field;
• Experience as a Service Designer or related field collaborating with design and development teams on websites, portals or applications;
• Familiar with current wire-framing, design, and prototyping tools like Figma, Sketch, Marvel, InVision;
• Ability to effectively communicate your research findings and designs to both internal teams and the clients, including executive stakeholders;
• Background of working in a lean / agile environment with remote teams.