Lead Service Designer

Celerity’s Customer Experience Team is expanding and on the hunt for the savvy, creative, and analytically sound individuals that are motivated by solving complex problems.

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