Senior Service Designer

Are you looking for an environment where you can be curious, creative and challenge yourself daily? At Veracity, we view our work as an adventure. While we take our work seriously, we never lose our playful spirit. Currently, we are seeking Senior Service Designers to join our team  responsible for providing strategic, complex digital initiatives.

What you will do:

• Employ Human Centered Design principles to create innovative products that enhance engagement, improve interactions and address user needs.
• Consider the entire user journey to identify key interactions and offerings that deliver value; conduct research and leverage tactics like customer journey mapping to synthesize data into insights.
• Create visualizations such as wireframes, design compositions and prototypes to illustrate user experiences; visualizations should be informed by data from research as well as existing systems and experience design best practices.
• Conduct discovery and experience building workshops that consider the end-to-end user journey, identifying key touchpoints and interactions across user experiences, as well as how they align with existing systems and processes.
• Collaborate with cross functional teams to understand existing landscape, desired outcomes, and requirements for future experience iterations.
• Understand products and technologies that support modern digital experiences; collaborate with clients to create experiences that align to their technologies and satisfy business needs.
• Translate concepts and complex ideas into understandable strategies for businesses to evolve user experiences.
• Advocate for users, educating clients on experience best practices and developing strategies for when desired outcomes are at odds with optimal user experiences.
• Developing and conducting design-thinking workshops, as well as alignment activities to support teams and partners to reach a shared vision of success.
• Discovering user pain points and gaps in their experience, as well as opportunities; using these elements to define and prioritize solution requirements.
• Identifying which elements of the experience should be prioritized to deliver the greatest value to end users.
• Deliver high quality service design deliverables including empathy maps, journey maps, user flows, interaction models, design compositions, persona cards, experience prototypes and any other presentation materials required to convey strategies and solutions.
• Educate clients on design best practices, research methodologies and other strategies used to support digital experience solutions.
• Define and report metrics that indicate areas for improvement, as well as data that illustrates impact of experience optimizations.
• Work with clients to foster champions to support adoption of experience changes and instill service design best practices; in some cases, an adoption and governance plan will be required.

What we would like to see:

• At least 5+ years of experience in Service Design or Design Thinking, ideally designing and building experiences.
• Required minimum of a Bachelors in Science and Arts.
• Proficiency in service design activities such as user research, journey mapping, empathy mapping and service blueprinting
• Direct experience in designing omni-channel experiences across digital and non-digital touchpoints
• Excellent communicator and organization abilities with experience speaking and presenting to groups in a professional environment
• Experience with virtual or remote work, specifically with collaboration and whiteboarding tools such as Mural or Miro
• Experience with creative design tools such as Adobe, Sketch, InVision, or other similar tools used across the design community
• Awareness of limitations as well as the possibilities of Web technologies
• A passion for designing engaging, intuitive and innovative user experiences