Senior Service Designer

Service Design

• Working collaboratively with business partners and subject matter experts across business and technology teams in order to accurately and completely document processes and service journeys, both current and future state
• Facilitating information gathering sessions and workshops with Subject Matter Experts to gain shared understanding of current state processes. You are comfortable using virtual whiteboarding tools such as Miro or Mural as well as in-person whiteboarding
• Researching and documenting business rules, applications, data use & risks
• Validating and communicating the details of “current and future state” process maps, service blueprints and mockups with subject matter experts and key partners
• Use system design to ensure problem definition and ideation address the needs and optimize the value across all collaborators.
• Conceptualize and lead Design Thinking initiatives and projects, including workshops, user interviews, and creative brainstorms.

User Research

• Understanding and documenting the lifecycle of a client request from initiation to completion by conducting research interviews, observing operations and service reps, collecting and analyzing operational and customer data, and assessing current state process documentation
• Learning how our reps use our tools to serve our clients and advisors and finding opportunities to improve processes and reduce or remove difficulties and automation blockers
• Using UX and process metrics such as cycle times, task analysis, internal NPS and survey data to quantify opportunities

Process and Systems Analysis

• Working with business partners and SMEs to define current state by creating and compiling current state fact base including process maps, struggles, manual requirements/interventions (dependencies for automation), cross-platform initiatives, and operational data
• Identifying and prioritizing process improvement opportunities – identifying current state improvement opportunities aligned to program levers (automation, digitization, efficiency) and facilitating prioritization among team members by expected impact and level of effort.

Future State

• Using Design Thinking methodologies with our Subject Matter Experts and Technology team members to clearly define the problem and then collectively build a “future state” solution
• Rethinking and reimagining processes and working towards detailed solutions, rather than repeated marginal enhancements. Focusing on redesign for automation and straight-through processing while delivering measurable value for our clients and advisors
• Ensuring that the “future state” aligns to KPI’s that deliver on the broader Schwab goals
• Modeling impacts/case development for prioritized opportunities – estimating expected financial benefits of implementing efficient Processing improvements in priority areas

What you have

• Current and Future State Process maps and/or Service Design Blueprints to align on overall value and vision of future state solutions
• Emotional intelligence and Journey maps to identify key problems and support exchanged opinions of the end-to-end process and client journey to facilitate insight into the overall product design
• Future State mockups/prototypes to validate user feedback as well as align collaborators on future state vision
• Responsible for design and development of engaging user experiences for a variety of applications using workshops, creative brainstorms, interaction design, and service design.
• Develop process flows and wireframes to conceptualize and communicate design strategies.
• 5+ years work experience on large transformation as a UX Researcher, UX Strategist or Service Designer, preferably with a consulting firm or within the financial services industry
• Strong facilitator able to effectively collaborate with business, product, platform, architecture, infrastructure, data, organizational change, legal and compliance, and other teams to deliver business value
• Superior analytical capabilities and the ability to handle multiple projects
• Excellent problem-solving skills to find collaborative solutions that solve root causes
• Ability to create experience maps, user journeys and service blueprints, interaction models, flows, and wireframes
• Familiarity with rapid prototyping methods, ranging from paper sketching to digital prototypes
• Strong communication skills and ability to deliver complex information
• Sophisticated analytical, decision making, organizational, and creative thinking
• Strong social skills and ability to effectively collaborate with all levels of management
• Experience with Microsoft Office, Axure, Confluence, or JIRA is preferred