Service Designer

• Create Service Design project plans, lead cross-functional teams in design sprints using human-centered and design thinking methodologies
• Use service design tools to build a comprehensive view of the current state of employee experience in different journeys as well as the aspirational state
• Identify opportunities to improve employee experience across different touch-points and articulate the dependencies and complexities across these touch-points
• Perform user/customer research in partnership with our Research and People Insights teams
• Produce Service Design Blueprints, illustrated Journey maps, and Concept Designs, Service Experience prototypes, Empathy Maps, and Value Proposition Proposals, for the creation and evolution of products and services
• Plan and execute co-creation workshops with stakeholders to propose the most viable solution for a given problem
• Prototype services in order to validate ideas and iterate on them
• Turn insights and identify opportunities or spaces into differentiating service experiences
• Map user journeys and help partners define their processes to enable new service experience
• Gain understanding of important issues, challenges, and opportunities for our cross functional partners within HR
• Participate in the delivery of a range of projects, defining project scope, goals and deliverables in collaboration with key stakeholders
• Establish relationships and liaise with key stakeholders throughout the project life-cycle and able to communicate and envision service concepts to team members, stakeholders, and management by using diverse set of methods & tools that illustrate all the components and touch-points of the current and future service

Minimum Qualifications

• Proven expertise in Design Thinking/Human-Centered Design
• 8+ years in Design Consultancy or equivalent Service Design experience
• Academic and applied proven knowledge in one of the following areas: Research, Visual Design & Illustration, Prototyping, Business Design and Value Proposition
• Hands-on experience of designing for a variety of digital touch-points and non-digital channels
• Experience with conceptualization, ideation, and iterative prototyping and experience employing various methods to prototype service concepts such as staging and role-playing approaches
• Knowledge for Customer Experience Design and its centrality to the future success of large organizations
• Project and people management skills. Experience functioning as a project leader as well as an individual contributor
• Experience organizing data into clear service design blueprints and communicate ideas and designs to diverse groups of stakeholders
• Knowledge in UI and UI best practices
• Proficiency with design and prototyping tools such as Adobe, Sketch, InVision, or other similar tools used widely in the design community
• Team player who has experience working within a self-directed culture and navigate ambiguity
• Communication, analytical and interpersonal skill

Preferred Qualifications

• Degree in Human Computer Interactions, Design, Psychology, Computer Sciences or related disciplines
• Experience crafting a project vision, execution strategy and client relationship
• Experience with concepting, ideation, and iterative prototyping
• Experience building and maintaining strong working relationships with colleagues, clients, and key stakeholders