Senior Service Designer

As Senior Service Designer, you’ll report to the Director of Experience Design to create service experiences that are designed around the people that use them.

You will be a champion for employee needs, improve business processes, streamline systems, and help cut bureaucratic red tape. You’ll work with other designer practitioners, product managers, and technologists to analyze service planning while mapping user experiences across channels to lead change in the operational space.

Essential Functions:

Organize and facilitate workshops that bring together users and stakeholders to unpack a service’s challenges and propose new solutions

Create deliverables such as service blueprints, wireframes, screen designs, storyboards, user experience journey maps, and system maps, etc.

Uncover user needs, process inefficiencies, and technology gaps through research and workshops, generating both current and future state maps that identify recommendations and concepts on how employees will interact with the products and services we create

Frame and tell the story of design solutions and present the communication of research findings, conceptual ideas, detailed design, and design rationale both verbally and visually

Leverage the insights, patterns, and desires from partner department efforts to inform the roadmaps and priorities of digital services’ platforms and products

Help departments navigate changing touchpoints, tools, and processes, determining the impact on current operations and how much change they can take on with each iteration

Experience Required:

Planning, designing, facilitating, and synthesizing workshops

Driving and applying user-centered design processes

Creating experience maps, user journeys and service blueprints, interaction models, flows, and wireframes

Rapid prototyping methods, ranging from paper sketching to digital prototypes

Requirements gathering and communication between all design teams, workstreams and clients

Able to be practical and resourceful to remove blockers and get things done and move fast in an agile environment

Strong presentation experience using a variety of methods to communicate findings and proposals, including presentations, prototypes, storyboards, and visual frameworks

7+ years’ experience of service or interaction design across varied users, business problems, and devices

Ability to work within and navigate agile ways of working through sprint work and ceremonies