Lead Service Designer

Here’s what you’ll do in this role:

• Develop Service Design project plans and estimates.
• Build a deep understanding of our client’s business, their customers and culture
• Plan and conduct user research including 1-1 interviews, contextual inquiries
• Synthesize data from research studies and co-creation sessions to identify key insights and translate them into actionable opportunity areas
• Plan and facilitate CX research, experimentation, and iterative prototyping
• Utilize various design and business methods to prototype service concepts
• Produce key insights, personas, journey maps, service blueprints, eco-system maps, conceptual designs, service prototypes towards client needs and outcomes
• Understand and articulate value proposition for the creation and innovation of products and services
• Craft and tell compelling stories to communicate customer & employee insights, opportunity areas, and concept designs to a variety of audiences
• Train and coach less experienced team members during the execution of client projects
• Support the execution of new service experiences within client organizations
• Interact directly with customers, end-users, clients, client leadership and other key stakeholders
• Work closely with product managers, strategists, developers, and designers using design thinking, lean, and agile methodologies and ceremonies
• Contribute to thought leadership and business insights while promoting your unique brand

Your qualifications:

You’re a business professional with an innate curiosity that thrives in a dynamic and Agile environment. You appreciate teamwork, exemplify integrity, perseverance, flexibility, and a generosity of spirit… if this sounds like you, then please apply – we’d love to meet you!

• You are responsible for the quality of deliverables across a variety of projects
• You are a hands-on design expert, encouraging action over talking and inspiring innovaive approaches to design and facilitation during client and internal meetings and team events
• You are comfortable diplomatically advocating for the right solution for customers and employees
• You have experience designing services and products for b2b and b2c organizations
• You have experience with the following concepts beyond the buzzwords: services design, design thinking; human-centered design, user-centered design; systems thinking; behavioral economics; co-creation
• You have research experience so you’re comfortable estimating and planning qualitative research studies
• You are familiar with quantitative methods and CX measures
• You are obsessed with solving problems (Service, UX, design or otherwise) when you find them (which is often)
• You have a strong work ethic, strive to develop yourself professionally, and help your team exceed their potential
• You can lead and be led, give and take feedback effectively, and can learn and teach.
• You have strengths influencing, negotiating, and communicating both in written and verbal forms
• You are an impeccable personal-time manger
• You are conscientious and diligent with an eye for detail
• You have excellent people skills and have a history of developing and maintaining positive working relationships with clients, coworkers, and users
• You’re a Service Designer or UX Strategist expert with 6+ years of professional experience
• You know your design tools inside and out, most specifically Sketch, Mural/Miro, Journey Mapping Software and Adobe Creative Suite
• Impeccable integrity. We are team-first at Celerity
• A positive attitude. We can have fun while we work hard to solve business challenges
• A heart for people. Excellent relationship-building skills across teams, peers, clients, vendors
• A head for business. Nothing falls through the cracks on your watch
• A passion for results. You strive to work complex issues with a strong sense of ownership and urgency

 It would be great if you also had:

• You have strong CX/UX research chops
• You have successfully taken service design projects from conception to delivery
• You have at least 3 years of consulting/agency experience
• You are or are interested in writing and speaking at conferences and are involved in various design communities