Senior Service Designer

As a Senior Service Designer at Kyndryl, you will be part of a dynamic and multi-disciplinary team that determines how to solve complex business challenges with fit-for-purpose user experiences for internal and customer stakeholders. You have a drive to understand, connect, and help others, and the ability to explore diverse perspectives and experiences to bring “human-centered” strategies to our customers in the world’s most vital industries.

As a Senior Service Designer, you will contribute expertise to each phase of solution development: discovery, strategy, and design.

Discovery

Senior Service Designers are committed to understanding and empathizing with stakeholders and customers. You know the right questions to ask at the right time, and uncover the deeper meaning of the answers you receive.

You will:

• Plan and undertake research with a range of end users to better understand their needs and their relationship with the factors that influence their environment.

• Observe stakeholders at various touchpoints throughout the user experience to identify problem areas and opportunities in the current state.

• Lead interviews, workshops, and design jams or hackathons

• Develop key insights about diverse audiences and segment by user needs.

• Prepare and present research playbacks and findings documents as system maps, customer journeys, scenarios, and service specifications.

Strategy

Translating insights into recommendations is a key strength of the Senior Service Designer, proposing changes and improvements to the existing user experience, or creating completely new user experiences where you have identified gaps. You will:

• Collaborate with teams to brainstorm viable solutions

• Determine and refine the concepts that best address user needs, anticipate future trends, and resolve potential problems

• Prepare and present the artifacts that best communicate your recommendations to the team and the customer

• Synthesize feedback and refine strategies

Design

Senior Service Designers rethink the way organizations get things done, designing and integrating multiple components to create a complete user experience. You will:

• Leverage best practices to explore and communicate design and interaction concepts

• Use customer journey maps, service blueprints or prototypes to visualize the relationships between different service components

• Determine the best options for collector user feedback

• Synthesize and incorporate feedback to refine design and interactions

Required Technical and Professional Expertise

Experience working with regulatory and security control frameworks

Background in regulated industries such as Banking, Insurance and Healthcare

Deep technical knowledge of several of our practices’ key technologies: Amazon Web Services (AWS) Kubernetes (Amazon EKS, Azure AKS, Rancher, or OpenShift) RedHat Ansible Tower or Terraformo Google Cloud Platform Microsoft Azure

Experience leading teams (not necessarily management)•Strong organizational and prioritization skills

Ability to communicate clearly in both written and verbal presentations•Interpreting requirements and creating solutions

Preferred Technical and Professional Experience

Leading teams (not necessarily management)

Facilitating workshops

Hands on experience with key technologies

Advanced certification on key technologies•Ability to articulate key technologies’ impact on security, availability, cost, capacity, etc…

Experience in Agile (Kanban, SAFe, and Scrum)

Project Management Experience

Experience with various IT Operating Models and building organizations to deploy and support key technologies

DevOps and CI/CD tooling (particularly in the context of cloud or containers)

Required Education Bachelor’s Degree

Preferred Education Bachelor’s Degree

Country/Region United States

State / Province MULTIPLE

City / Township / Village MULTIPLE CITIES