Senior Service Designer

We are seeking a passionate, experienced service designer with a deep understanding of human-centered design to promote design innovation for an enterprise client in the life sciences industry. The Senior Service Designer leads both clients and multidisciplinary teams on a variety of projects, engaging with diverse stakeholders. As a Sr. Service Designer, you will also help the client’s organization develop proficiency in Design Thinking and Service Design as they aim to shift to new ‘design-led’ ways of working to solve complex human and organizational challenges.

* Smashing Ideas is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender presentation, sexual orientation, age, marital status, veteran status, or disability status. We are committed to hiring and cultivating a diverse team and an inclusive environment.

Responsibilities

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• The purpose of this role is to deeply understand and direct the design of services and experiences for an enterprise customer. Experience and skill in human-centered design, leadership, and tackling ambiguous challenges is essential.

• Responsibilities include:

• • Lead human-centered strategic design projects from initial chartering and framing to guiding teams through execution —frame problems and opportunities, develop generative and evaluative research strategies, lead analysis and synthesis sessions with design partners and stakeholders, develop insights, translate research findings and insights into visual sensemaking models and experiential prototypes, define and test new concepts, develop implementation plans (roadmaps)

• • Work fluidly across a broad range of projects—from design-led innovation ‘startup’ type of projects to end-to-end service experience design projects

• • Align and manage design partners and stakeholders; coaching others and serving as a trusted advisor

• Foster a collaborative and productive environment across functions

Skills

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Must have

• • Business, strategy and organizational dynamics acumen

• • 10+ years as a lead practitioner — the ability to not only lead human-centered design projects but to play a hands-on role in research methodologies, workshop design and facilitation, strategy and vision definition, conceptual experience design, and the crafting of high-quality deliverables (for example, experience maps, diagrams, and blueprints)

• • Demonstrated proficiency in Service Design methods and tools, including:

• – generative and evaluative research service experience

• – value proposition development

• – experience mapping

• – service experience blueprinting (both current and future state)

• – storyboarding development

• – service moment definition

• – ecosystem modeling

• – conceptual design (for both front and backstage experiences)

• – service roadmap plans

• – metrics development.

• • Comfortable with complexity and ambiguity; ability to find opportunities and paths forward

• • Excellent listening, communication, and presentation skills—comfortable presenting to executive audiences and leading key stakeholder discussions

• • Immensely collaborative with a bias towards action—framing and solving problems with diverse stakeholders, customers, and teams

• • Passionate, lifelong learner

• • Empathetic and patient; meeting the organization where they are

• • Goal-directed and outcome-oriented

• • Highly skilled with a remote facilitation of the design process

• • Able to work with East Coast business hours

• Demonstrated success through a portfolio of past work

Nice to have

• • 10+ years’ of experience applying human-centered design approaches, methods, and tools to solve complex problems in enterprise organizations

• • Experience working in large, corporate environments

• • Organizational development knowledge and experience a plus

• • Background in user experience, visual communication, and/or information design

• Ability to apply Systems Thinking to human-centered design projects

Languages

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English: C2 Proficient