Service Design Lead

The difference you will make:

The Service Design Lead applies methodologies that link people, process, and product interactions over time to create a holistic and exceptional service experience for the Airbnb community. They lead projects for the CS Service Design team within Airbnb Community Support.

A typical day: 

• Plan and lead service design activities to support strategic transformation initiatives as well as iterative improvements
• Leverage design thinking to understand customer needs and evolve the customer experience
• Develop in-depth understanding of customer experience using quantitative and qualitative insights
• Design exceptional service moments
• Plan and lead co-creation workshops with internal stakeholders to identify opportunities and design new service experiences
• Set example for the service design approach used across CS by service managers and other key partners including BPI, CSP, and delivery teams
• Partner with a variety of teams to concept, blueprint, and implement compelling service experiences that are cohesive, inclusive, and impactful
• Communicate vision and concepts clearly and persuasively for a variety of audiences including executive-level
• Build and maintain custom documentation libraries to facilitate cross-functional consensus for service improvements
• Connect and collaborate with the broader Airbnb Design community of practice

Your expertise:

• 5+ years in Service Design within design agency or an in-house Design or CX team. Experience design, interaction design, or product design experience are a plus.
• Proven track record of building differentiation, loyalty, and long-term business value by meeting users’ needs and exceeding their expectations
• Proficient at capturing interactions and surfacing experience opportunities using a user journey map
• Able to focus efforts by choosing the most impactful moments to design
• Able to plan projects at various scales, delivering exceptional design quality on time
• Broad and comprehensive understanding of design practices across product, brand, and service
• Ability to proactively bring together groups of individuals to solve a problem and enable others to understand and execute the resulting vision with a service blueprint
• Ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization
• Ability to manage stakeholders and set priorities