Senior Service Designer

What You’ll Do

• Develop the strategy and work with cross-functional teams to determine the path to execution to achieve the desired and intended customer experience.

• Develop CX service blueprints, customer journeys, and process flows.

• Share insights from customer understanding tools throughout the organization; Provide tools and guidance to support improvement initiatives and to help drive change.

• Monitor and measure performance against customer expectations; Centralize, analyze, and synthesize customer feedback and data; Identify metrics to track and ensure those metrics are linked to business outcomes.

• Collaborate with stakeholders to develop best-in-class sampling, surveys, dashboards, and closed loop programs. Prepare internal and external communications about the work that is being done. Present a summary of various visualizations of the data, processes or other procedures as needed.

Qualifications 

• Bachelor’s Degree is Design, Business, Marketing or a related field.

• 5+ years of experience in service design.

• 5+ years of experience using CX methodologies such as research, user-centered service design internal and external stakeholder management, and measurement program design.

• 5+ years experience of process improvement/change management experience.

• Demonstrated analytical skills with an ability to gather, analyze, and quickly synthesize key information to objectively craft and support recommendations; field research and ethnography experience.

Extra Points for any of the Following

• Outstanding verbal, written, and visual communications skills, with a particular emphasis on bold, impactful storytelling.

• Experience working in an environment where work activities and deliverables are dependent on a diverse group of technical and business functional experts.

• Organized, self-motivated, and detail-oriented, with the ability to work autonomously, delegate tasks and be a self-starter in a demanding environment.

• Demonstrated expertise in extracting a big idea and telling a compelling story.

• Familiarity with Illustrator, InDesign, Photoshop and other creative software is a plus.

Success Attributes of an Equifax employee; does this describe you?

• Accountability

• Bravery

• Curiosity

• Collaboration

• Think and act differently

• Trust

• Ownership

• Decide-Execute-Ship