Service Designer (6 month contract)

Duration 6 months+

Location is DC

Master’s Degree in Design (anything related to design of non-IT systems, services, business processes etc.) is a huge plus.

JOB INFORMATION

Growing team of strategists, storytellers, researchers, ethnographers, and rebels at the forefront of design is seeking a senior service design consultant. This Customer Experience Design team is a part of the larger Strategy, Insights and Marketing organization, focused on reinventing the company, putting design at the forefront of our business, and transforming how it fulfills this promise into the future. Our designers are passionate about creating customer-centric solutions.

KEY JOB FUNCTIONS

Talented and ambitious service designer to supporting a wide portfolio of projects to improving our employee experience. You will build relationships with business partners and other stakeholders to bring a creative, human-centered lens to the experiences we create. You will be involved in every step of our design process, including research, synthesis, prototyping, iterating, and launching pilots–untangling complexity and advocating for more thoughtfully-designed experiences along the way.

• Identify opportunities to enhance the customer experience by gaining a deep understanding through research.
• Use and train others on service design principles (frontstage, backstage, etc.) and tools (personas, customer journey maps, service blueprinting, etc.) to develop insights about customer needs, expectations, pain points and opportunities.
• Proactively build partnerships with key stakeholders to strengthen trust and collaboration.
• Collaborate with partners to co-develop a solution that solves for their unique and complex business problems.
• Oversee user research engagements including empathy interviews, ethnographic observation, workflow analysis, and contextual inquiry of customers.
• Use research to develop profiles of various customer archetypes and personas to guide the evolution of experiences.
• Create detailed journey maps and other data visualizations to create a holistic view of an ecosystem, including digital and other channels.
• Serve as an advocate and educator of design; providing translation of design culture and skill sets to stakeholders that have little or no familiarity in working with designers.

EDUCATION

• Bachelor’s Degree in design-related field, social sciences, or closely related discipline or equivalent required
• Graduate degree (preferred): MFA / MDes / MBA / MPS in Design, Service Design, Interdisciplinary Design, Interaction Design, Industrial Design or related field           

MINIMUM EXPERIENCE

4+ years of experience directly related to service design

SPECIALIZED KNOWLEDGE & SKILLS

• Experience with service design, qualitative research, and workshop facilitation techniques and methodologies.
• Experience evangelizing design mindsets and methods with business partners.
• Experience collaborating with and influencing stakeholders.
• Experience advocating for the user’s experience based on research.
• Excellent communication skills at various levels of management including senior executives and customer and industry partners.
• Ability to build and maintain strong working relationships with colleagues, clients and key stakeholders.
• Expert in creative tool suites, Adobe, Sketch, etc.