Lead Service Designer

NCR’s Experience Design (XD) team influences design thinking, strategy, and execution throughout the customer journey of numerous products, and contributes design leadership and oversight to increase product teams’ understanding of the factors that influence behavior, drive engagement and increase delight.

Bringing passion, empathy and expertise to every engagement, XD drives innovation through discovery, design and optimization of factors that positively influence decision making, bring our clients’ brands to life and increase efficiency and satisfaction.

About the Role

• At NCR, Service Designers develop scenarios and service blueprints that describe end-to-end customer experiences, touch-points and back-end service delivery systems that embody NCR’s brand and values. They plan and lead co-creation activities with a variety of team members and stakeholders. In addition to project work, Service Designers support facilitators in B2B customer engagements and workshops.
• Service Designers develop innovative, user-centered service experiences for NCR’s next generation of products and solutions. The SD will support a user centered design approach including analysis, exploration, storytelling, concept design, prototyping, evaluative testing and implementation. Responsible for translating user needs, research findings and business requirements into compelling, efficient and highly usable digital designs and support projects through execution.
• A successful Service Designer at NCR is comfortable designing and delivering complex service design engagements with multiple stakeholders and workstreams. A conceptual understanding of software development processes is a major plus. You are also well-versed with the ‘what and why’ of design thinking and can apply the corresponding methods and tools with a flexible mindset.
• The Service Designer must also have a strong commitment to continuous improvement of XD standards (e.g., experience guidelines) and a consistent application of our XD tools (e.g., journey maps, blueprints, etc.).
• We are looking for a T-shaped person that can jump into adjacent disciplines in a quickly growing team.

Minimum Requirements: 

• A bachelor’s or master’s degree in Service Design or related design field (such as Design Management, Industrial Design, Experience Design, UX, etc)
• A minimum of 5 years of Service Design or related experience in client-side or agency-side settings, having worked on projects focused on digital products
• Be able to share URL to an online portfolio that contains work samples representing a healthy mix of complex system analysis (ecosystem maps, stakeholder maps, as-is journey maps and blueprints) and system design (to-be journeys, blueprints, offering maps, business model canvas, etc)
• Ability to demonstrate experience influencing experience strategy and show contributions to execution for interactive digital work for multiple clients and/or projects.

• Use of visualization tools such as TheyDo and Figma
• Ready to lead and mentor others

Position Qualifications: 

• The ideal Service Design candidate will have a well-rounded balance of the following:

• Passion for design and eagerness to collaborate with creative people.

• A passion for consumer technology and business platforms at an enterprise scale.
• An understanding of digital product development balanced with an awareness of how to balance multiple priorities in multiple channels.
• Self-motivated, organized and accountable.
• Ability to work both independently and collaboratively with tight deadlines, and multi-task efficiently in high volume, fast paced settings.
• Strong interpersonal skills (listening, and facilitating, and presenting) and ability to confidently present to a variety of audience types and seniority levels.

• Unwavering focus on driving positive client outcomes through stakeholder education, user advocacy, and thought leadership:
• Communicating and delivering best practices that result in high levels of Service Design quality and innovation across products
• Drive discussions that communicate ideas quickly, effectively and persuasively to design team stakeholders and decision makers.
• Passion for enabling others to think and act like a service designer, educating and contributing to a maturity path in a practice where cross-functional engagements are key to sustained success.
• Passion for detailed work and systems thinking

• Passion for interactive technology.
• Experience collaborating in-person with co-located Agile project teams as well as collaborating virtually with geographically distributed team members.
• Stays current with industry trends, tools, standards and practices.

Knowledge:

• Ability to demonstrate a clear understanding of service design and experience design fundamentals across a range of digital products.

• Familiarity with journey mapping and blueprinting tools (mural, UXPressia, or similar).
• Awareness and knowledge of design production processes and activities.
• Basic understanding of motion & material design fundamentals.
• Working knowledge in standard design research approaches and the associated tools.
• Working knowledge of customer experience metrics and awareness of how to design validation into the solution.

• Familiarity or proficiency with Adobe Creative Cloud/Suite is a plus.
• Experience in the financial, retail, hospitality, & travel industries is a plus.

Skills:

• Can rapidly document complex systems, identify opportunity areas, and design effective proposed solutions
• Sketching skills appropriate to illustrate core Service Design artifacts

• Hands-on experience with core service design tools, like Figma, Mural, dedicated journey mapping tools etc.
• Represent the customer & business needs through discovery, business process flows, customer journey mapping, blueprinting persona development, etc.
• Work closely with product owners, managers, business analysts, technical architects, developers, and designers to conceptualize solutions that are engaging, technically feasible and meet established requirements.
• Create and communicate concepts of the proposed ideas effectively, using the right tool and presenting at the right level of detail to different audiences.
• Communication skills: has the ability to explain complex situations with the appropriate visual and verbal metaphors, effectively communicating with technical and non-technical audiences