Service Designer

As a Service Designer on our Operations team, you will play a crucial role in revolutionizing our customer support strategy by leading the design and implementation of intuitive, user-centered solutions. Our mission will be to enhance the user experience, drive efficiency, and contribute to our company’s goals of increasing overall customer satisfaction. This role requires a highly skilled individual capable of bringing innovative design thinking to complex service challenges.

What you’ll do

• Lead the design and continuous improvement of self-service platforms to ensure they are intuitive, user friendly, and provide a seamless user experience
• Apply advanced service design methodologies to understand user needs, identify pain points, develop and drive innovative solutions that drive self-service adoption
• Work closely with cross functional partners and stakeholders to ensure cohesive and integrated design solutions that align with business objectives
• Lead significant design projects from ideation through implementation, ensuring timely delivery and alignment with strategic goals
• Develop and implement service improvements that reduce support request volumes and optimize resource use
• Ensure that all service designs are customer centric, continually improving the overall customer experience across all touch points
• Actively develop and drive strategic partnerships and shared goals with marketing, product, corp engineering, marketing, sales, and other business units to deliver outcomes.

What you bring

• 8+ years in service design, UX Design, or similar role/functions requiring design thinking capabilities for service organizations
• Expertise in service design methodologies, user centered design, self-service design and AI-powered solutions for support teams
• Strong understanding of the application of Generative AI for support and designing for digital workers
• Strong analytical and problem solving skills with the ability to interpret complex data and translate it into actionable design solutions.
• Excellent communication skills, with the ability to influence and advocate for design decisions across various stakeholder groups
• Experience in customer journey mapping across multiple customer segments and needs
• Innovative thinking and willingness to challenge the status quo and push for continuous improvement