Senior Service Designer

Responsibilities:

• Conduct qualitative research with customers, employees, stakeholders, subject matter experts, and other end users to understand how services work today and to identify opportunities for future service experiences.
• Understand problem spaces and the service opportunities within them and develop strategies to own the work of the service design team and drive innovation with thought and purpose.
• Initiate, design, and iterate on service design artifacts and related deliverables including service blueprints, user journey maps, and user interaction flows.
• Support the research team in their development of research plans to uncover new opportunities to continually enhance and optimize concepts and services.
• Seek out opportunities to continually satisfy and delight the people who depend on customer and employee-focused tools.
• Work with the service design team to be the glue connecting the front stage and backstage of employees and customer services.
• Help inspire, motivate, and guide the members of the design and product organizations.
• Mentor emerging design talent in understanding the right balance between business, design, and end-user needs.
• Care deeply about fostering an environment where people of all backgrounds and experiences can flourish.

Qualifications:

• Degree in HCI, Human Factors, Design, Design Management, or related field and 3-5+ years of direct work experience in a relevant role.
• Experience creating user journey maps, service blueprints, user flows, and other various tools to communicate service design decisions.
• Able to clearly articulate abstract and/or complex ideas and concepts.
• Comfortable working in new and unknown problem spaces and pushing past initial ideas to discover new areas of interest.
• Experience with project and stakeholder management.
• Ability to create project plans and set realistic benchmarks and goals and manage the work it takes to achieve them.
• Comfortable with the unknown and experienced making sense of ambiguity.