Lead Service Designer

Responsibilities

• Bachelor or master’s degree in Design, Human Computer Interaction (HCI), Computer Science, equivalent certification, or a related field of study preferred.
• 3+ years’ experience as a service designer and 8+ years’ experience as a UX practitioner or designer for web, mobile and software applications.
• Strong business acumen; Experience leading design activities for enterprise software solutions and / or complex business solutions.
• Outstanding communicator – both verbally and in writing.
• Strong consultation and collaboration skills. Comfortable facilitating meetings and workshops with cross-functional project teams.
• Proven experience applying a user-centered design process to project work. Can translate user needs and backend processes into Service Designs and Journey Maps.
• Highly proficient with leading design tools such as Miro, Adobe CC, Axure, and InVision.
• Highly proficient building service blueprints and journey maps.
• A portfolio demonstrating how a user-centered design approach had a measured impact on the overall user experience and demonstrated value to the business.
• “Embed UX into the ways that the technology approaches the employee experience and connect disparate technologies and touchpoints into a holistic employee experience.”
• This position reports to the Director of BTS Integrated Experience
• Similar job titles/experience listed might be “Journey Developer” or Customer Experience Mapper”
• This person will ultimately be an UX “team of one” albeit with plenty of support from other teams as needed, but this person has to no doubt drive it as the Lead
• This person will be creating the overall plan, creating the vision, looking at/assessing the whole onboarding experience, looking at the journey, mapping out touchpoints, mapping out the front and back ends of the process
• Assessing what the over user experience is like and how to improve it
• Experience facilitating workshops and performing basic user interviews
• Creating and maintaining service logs
• Highly proficient with leading design tools such as Miro, Adobe CC, Axure, and InVision. Especially Miro since that’s what they use – https://miro.com/