Service Designer

Responsibilities

• Create new customer journeys and service prototypes that help us evaluate the value we can deliver to our customers, both conceptually and from a usability perspective.
• Design across channels and touch points, understanding the different actors, systems and infrastructure in the end to end service.
• Recognize and solve gaps across all our Business Units and optimize tools to craft optimal experiences and drive team efficiency.
• Develop controls and risk mitigation strategies to ensure business continuity and prevent service failures.
• Work with cross-functional teams to communicate the voice of the customer/partner and inform business owners the impact of proposed changes.
• Obsess over every touchpoint of our partners and homebuyers experience.
• Create a reporting mechanism to department leaders to measure Support teams performance and identify opportunities for improvements.
• Partner with dependent functions to fully implement work products – Knowledge Base, Learning, Quality, Coaching, Partner Products…
• We need to deliver features to the market in a quick and seamless way. You will take ownership of your work while delivering a consistent service design across the organization. You are 100% Autonomous.

Requirements

• 3+ years of experience in Service design.
• Leverage existing methods and tools like service blueprinting, ecosystem mapping, ideation methods, prioritization, rapid prototyping, storyboarding, and frame working to strategically define ideal experiences.
• Take a creative systems thinking approach and are able to lead conversations in a cross-functional environment
• Can explain and perform customer-centric methodologies to orchestrate service interactions, both front stage and back stage.
• An ability to understand the value of design within a business context, and able to offer considered point of view and direction on designs.
• Experience undertaking discovery user research as well as validation testing of products & services
• Able to collaborate in a team-based environment, give direction, set a vision, and plan deliverables for execution.
• Have strong verbal and strategic presentation skills.
• Customer Obsession. You strive for delivering “wow” moments throughout all the touch points of the customer journey, connecting the dots and delivering a consistent experience through static or interactive media.
• Market & Trends Awareness. Maintain awareness of current industry and technology standards, competitive landscape, and market trends.
• Humble & Collaborative. You thrive on feedback.