Senior Service Designer

Job Description Summary

Meeting human needs is at the heart of CCC’s mission and as such, we’re always striving for a deeper understanding of our customers, the jobs they do and the ecosystem they’re a part of. As a key member of our design and innovation team the Sr. Service Designer will play a key role in revolutionizing our suite of offerings by applying the broad-range of design thinking methodologies in their day-to-day work. In addition to leading cross-functional teams in the creation of end-to-end services and digital products, this individual will have a strong entrepreneurial drive that enables them to confidently navigate ambiguity with a positive attitude and creative approach to collaboration.

Job Duties

• Guide product management in defining problems to be solved and the value to be delivered
• Facilitate engaging service design workshops for a range of stakeholders, from individual contributors to C-suite executives
• Frame, plan and conduct empathy-based user research and design activities (from contextual inquiry to user validation)
• Identify unmet needs, insights and opportunities across a broad and complex market and product landscape
• Understand and map complex processes through service blue-printing, user journeys and process flows
• Create research reports, based on the synthesis of business data in conjunction with user research
• Provide fact-based evidence to help drive future roadmap activities
• Plan and execute co-creation workshops in order to drive alignment, creativity and process improvement
• Create design assets when appropriate, such as concept models, presentations, wireframes and prototypes
• Understand the difference between “design theater” and critical activities and know when to use them

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Qualifications

• 5+ years of experience as a senior service designer or in a similar role
• Previous experience working within complex and technical ecosystems
• Consulting experience is a plus