Service Designer

Responsibility Summary/Job Description

• Create service design concepts and prototypes, and run experiments to test end-to-end service concepts, prototypes, and systems.
• Guide the planning and execution of qualitative and quantitative applied research efforts and know when/how to advocate for specific types of research in the design process for a product, service or experience.
• Analyze research outputs and synthesize insights to articulate business applications and product and service opportunities.
• Create visual mapping artifacts in order to identify product and service experience needs and goals and analyze the current state of services from customer, employee and business perspectives.
• Recommend opportunities for improvement across channels, technologies, platforms and products, and participate in the prioritization of potential solutions against customer and business priorities.
• Apply expertise in service design methods and facilitates highly collaborative workshops to drive customer-centric, data-driven outcomes with business, design, and technology stakeholders.
• Facilitate the creation and rapid iteration of product and service prototypes.
• Create test plans and validate customer solutions that will result in measurable improvements to key metrics.
• Collaborate with stakeholders through all stages of Service Design program implementation.
• Communicate progress, direction, and outcomes in a way that increases stakeholder buy-in to service design approach.

Project Details

• Opportunity to design and shape products and services that are delivered to market.
• Lead and Co-Create with others through various human centered design frameworks and practices.
• Design and test innovative concepts with real users.
• Facilitate mapping, alignment and optimization of front end and back end operational systems with cross-functional teams to support the delivery of end-to-end product and service solutions.
• Drive collaboration with cross-functional teams toward a shared understanding of business strategy, technology, and customer needs to achieve intended outcomes.
• Apply knowledge and experience in systems mapping, experience and service prototyping and business analysis to support high-performing teams through the design lifecycle.

Required Skills:

• UX Research skills
• More qualitative research
• Evaluative and generative – more generative
• Determine which type of research methodologies work best based on work
• Service Design skills
• Service blueprints
• UX Design – Information architecture, hierarchies, user flows, site maps
• Wireframing and prototyping
• Experience designing around complex workflows – enjoys complexity and enjoys
• Design system – able to pull elements and assets from that
• Responsive web and native mobile
• Self-starter, strategic mindset – figure out what needs to be done
• Someone who can help mentor
• Using Figma, open to Axure or Sketch