ARCHIVED Insurance Full Time Remote
Lead Service Designer
HiRoad
We’re looking for a thought leader who can organize multiple functions to act on insights that matter most to our customers.
Operating alongside the Product Design function, the Service Design role specializes in generating customer insights through design activities with the aim of delivering the best possible customer and business outcomes. Service Designers at BlueOwl are experts in the orchestration and planning of service elements that make up a holistic system. This role is foundational within our organization and represents an opportunity to shape the future of our service design practice.
Your day-to-day:
- You will lead our Service Design function at BlueOwl with direct support of our product design and design systems functions.
- Develop multi-touchpoint strategies and solutions across frontstage and backstage actors, products, and systems to help deliver outstanding customer experiences.
- Facilitate innovation sessions across a variety of roles both internal and external to the company.
- Lead the creation of artifacts like journey maps, workflows and service blueprints to understand and analyze the relationships between the actors, touch points and systems used to communicate with customers.
- Coach cross-functional teams on the use of service design tools, methodologies and best practices. Empower those teams to take up lighter touch service design methods on their own.
- Own our customer journey artifacts and their use across the company.
- Proactively identify and pursue opportunities where service design can play a larger role within the broader BlueOwl team.
- Build and manage internal relationships across Insurance, Product Management and Operations to communicate and align on objectives, requirements and next best actions.
- Assist our researchers and analytics team(s) in the planning and execution of quantitative and qualitative studies. From the study inception to the final recommendations.
About you:
- 8+ years of experience (5 in a service design capacity)
- Bachelor’s Degree in a design related field and/or equivalent experience
- An excellent facilitator comfortable leading innovation workshops across a wide variety of audiences and roles.
- Highly autonomous, you are comfortable leading into problem spaces where the process and outcomes may not always be clear cut.
- A master collaborator who can draw on the skills and experience around them to deliver the best outcomes for our customers.
- A growth mindset that seeks out opportunities to promote positive engagement and organic advocacy of our services.
- A data-informed approach that relies on evidence to make design decisions.
- A pragmatic approach to process and methodology that balances the need for rigor with the realities of an early stage business model.
- We’re a low ego team. We ask that you are too.
Bonus Points:
- Graduate degree in a design related field.
- Experience in a design research role.
- Experience managing direct reports.
What We Need
- Please submit a resume and relevant work samples (with password, if required)
Additional Details:
- Salary: We pay competitive salaries factoring in experience, skill set, and location. We do not offer equity.
- We provide a wide-selection of health and welfare benefits including medical, dental, vision, life insurance, and supplemental income plans. We also offer a 401(k) Plan with a company match.
- Wellness and Time Off: We provide Headspace subscriptions, a wellness allowance, and generous time off including four weeks of PTO in the first year of employment with additional time granted upon hire. New parents may also take eight weeks of fully paid parental leave (plus four weeks for parents who give birth) which may be taken within one year after the birth and/or the adoption of a child.
- Professional learning and growth: We provide a generous allowance each year for professional learning, continuing education, and career development.
- Location: May work from anywhere in the US, but will need to be actively available during core meeting hours from 9:00AM – 3:00PM pacific time to collaborate with team members across all time zones.
- Some travel may be required after the San Francisco office re-opens.
- Candidates based in the SF Bay Area will be able to commute to the SF office for in-person meetings and other gatherings. Frequency TBD.
Job Details
| Date Posted | February 16, 2022 |
| Status | Active |
| Location | Grand Junction, CO |
| Industry | Insurance |
| Type | Full Time |
| Position | Team leader |
| Job Expiry | April 17, 2022 |
| Salary | Unspecified |