Senior Service Designer

Your role:

As Global Relay’s first Service Designer, you will play a pivotal role in driving service design thinking within an established Design team of 50+ professionals across the globe. We are looking for a highly skilled and energetic individual with experience in complex projects, preferably in the finance industry, to lead the conceptualization, design and implementation of services and experiences across various domains. You will work closely with the Chief Design Officer and the senior leadership team to identify opportunities to improve business productivity and customer experience. This role in New York will give you the opportunity to thoroughly explore the Compliance subject matter and be exposed to prospects and customers who frequently visit Global Relay’s state-of-the-art office space.

Your job:

• Lead the end-to-end service design process, from research and concept development to prototyping and testing.
• Work with diverse partners & stakeholders to design services and experiences, as well as the internal processes, policies and programs that support them, in support of a seamless customer experience.
• Conduct thorough research to inform design decisions. Synthesize and clearly communicate complex insights and service design concepts to drive change within diverse teams.
• Conduct virtual and in-person workshops and ideation sessions to gather insights, generate ideas and align on project goals and requirements.
• Design and test solutions of services that encompass a range of interactions and touchpoints, ensuring alignment with user expectations and business objectives.
• Stay actively involved in the implementation lifecycle, offering guidance and support to ensure design intent is realized.
• Monitor and analyze usage and feedback to inform ongoing improvements and enhancements to our services.
• Build relationships, communicate, influence, advocate, and negotiate with a wide variety of stakeholders and cross-functional teams.
• Advocate for user-centred design principles and educate cross-functional teams on the value of design thinking and service design.
• Drive the development of the service design practice at Global Relay, establishing best practices, processes, and standards to elevate the quality and impact of service design roles.

About you:

• 6+ years of experience in service design or related roles (UX Research, UX, Design, etc.)
• Portfolio showcasing the process and results of successful service design projects.
• Experience with a range of collaboration tools such as Miro and Figma and the willingness to adopt new tools as needed.
• Strong understanding of user-centered design principles and methodologies such as journey mapping, ecosystem mapping, service blueprint, contextual interviews, ethnographic observation, design workshops, etc.
• Experience and knowledge of change management principles, methodologies and tools.
• Demonstrated ability to think strategically and synthesize research data (qualitative and quantitative) into actionable concepts.
• Excellent communication, collaboration and relationship skills.
• Ability to multi-task and keep organized in a dynamic environment.
• Intellectual curiosity and openness to learn about compliance in finance.
• Ability to work autonomously while knowing when to seek guidance and input from others.
• Experience in an enterprise business environment is definitely an asset.