Senior Service Designer

Role description

We are looking for a Senior Service Designer who builds a deep understanding of our customers and uses this knowledge to turn user-based insights, gaps, and opportunities into differentiating concepts, services, and possible solutions.

Through design thinking activities, conducting workshops, and data analysis, you mold the experience, services, and systems that the end-users live through our platform alongside customers and project stakeholders. In this position, you will be supporting our Payment, Qualification & Vetting, and Salesforce teams.

What you’ll be doing

• Plan and execute system maps, scenarios, context maps, experience maps, customer journeys, and service blueprints to determine user touch-points and service specifications of the current and future state of our platform.
• Planning, designing, executing and delivering design research from discovery to validation.
• Streamline workflows to maximize operational efficiency while creating experiences that demonstrate our brand purpose and value across all touchpoints.
• Facilitate workshops with heterogeneous groups of customers and stakeholders to advise, align and have your share in strategizing next steps.
• Mentoring and coaching peers in the service design discipline as well as educate and scale service design within the company

Who you are

• 5+ years of hands-on Service Design experience – designing complex service design systems for multiple touchpoints.
• 2+ years of experience in a customer-facing digital marketplace.
• You handle multiple projects at every stage of the lifecycle from the initial assessment and research phase to the final delivery.
• You seek out the latest trends/thinking and move beyond service design archetypes and tools to create the right deliverables for the job.
• You master design research techniques and service design methodologies.
• You are a team player, while also being able to work autonomously.
• You are proactive in bringing knowledge, best practices, etc, to help build the skills of the team.
• You are creative, open to learning new things, and embracing diverse ideas.
• You are fluent in English so you can communicate easily with all of your colleagues.