Service Designer

About the role

We’re looking for a Service Designer to help us craft an incredible experience for our customers as they transform how their organizations find, buy, and manage software.

If you are a storyteller who is passionate about human centered design methods and embraces rolling up your sleeves to understand the interplay between processes and people, then we would love to hear from you.

The Vendr platform sits at the intersection of our customers’ complex workflows and information streams, supported by our service offerings. As a Service Designer at Vendr, you will be responsible for facilitating an exceptional customer experience through the design of systems across these digital and physical touch-points.

Day to day, you’ll work closely with a cross functional team and with stakeholders and partners across the business to deliver customer centered outcomes using Service Design methods. You will need to be able to plan, prioritize, and deliver impact autonomously, in the context of interdisciplinary projects.

Vendr is an exciting place to build your skills and career. We are a fast-growing startup where design has a seat at the table. You’ll be surrounded by people who deeply understand and appreciate how creative work leads to customer impact, and who ship work that delivers business value. Kindness is one of our core principles, and we are dedicated to creating a company where individuals feel valued, supported, and always have a path to learning and growth.

Responsibilities

• Drive the growth and adoption of Service Design as a community of practice within Vendr
• Identify and improve upon indicators of success related to key customer journeys
• Build strong relationships across the business and actively engage stakeholder input
• Identify and champion frameworks–like journey maps, service blueprints, ecosystem maps–to identify emerging insights along the service journey for front and back-office processes, including metrics to help monitor and improve service performance over time.
• Advocate for the customer through human centered design methodologies–design research, personas, collaborative work sessions facilitation, frameworking–to strategically define ideal experiences across in-person and digital touch-points
• Plan, conduct, and synthesize research with existing/potential service users and existing/potential service providers (front and back-end)
• Create and facilitate design-led workshops to engage and build alignment across different partners and teams
• Orchestrate service test sessions using prototyping tools and techniques (digital/physical mock-ups of touch-points, service scripts, pilot protocols etc.) with users and providers to validate service components and define detailed service requirements

We are looking for people who…

These qualifications are meant to represent characteristics that we think would make someone successful performing the responsibilities of this role. But often times the most successful people don’t match what we would expect. If you think you can be successful in this role but don’t feel like these match you perfectly, we hope you’ll apply!

• Have at least 2 years of professional service design experience (although you might have a different job title, like “strategic designer” or “business designer”) in addition to experience in UX Research or Design
• Are detail oriented with the ability to work autonomously, manage competing priorities and, act on decisions in the face of ambiguity
• Enjoy and seek out opportunities to collaborate with other designers, product managers, researchers, and people across the business in pursuit of customer value
• Can demonstrate a proven record of improving customer outcomes through Service Design methods
• Are great storytellers. You can simplify and rely complex systems ideas to anyone
• Have a clear and compelling communication style and ability to explain design decisions and rationale to a range of stakeholders at the right fidelity and scope, including peers, executives, and the broader team.
• Show up as a confident team player who advocates for the customer while helping cross-functional teams focus on the outcomes that are most important to deliver a best-in-class customer experience