Service Designer

Service design is a practical approach to the creation and improvement of the offerings made by Acquia. Service designers on the Research and Design team are human-centered, collaborative, cross-functional, and iterative. They use research, prototyping, and a set of easily understood activities and visualization tools to create and orchestrate experiences that meet the needs of the business, the user, and other partners.
As a service designer, you will…

• Build cross-business unit knowledge of service design methods, embedding a service design attitude across partners.
  • Analyze customer needs for new and existing service offerings.
  • Collaborate with teams to identify project opportunities.
  • Develop and maintain an understanding of major operating systems and overall policies, procedures, and objectives.
• Plan, implement, and evaluate multiple projects simultaneously.
  • Document the process flows and customer journeys across touchpoints.
  • Develop service prototypes for testing and validation.
  • Assist in the development of technical requirements of service delivery and end-to-end process creation.
  • Build and design towards a service archetype that aligns with our brand archetype.
• Design and facilitate workshops for the creation and evaluation of customer experiences.
  • Co-create blueprints to detail current experiences and aspirations for new ones.
  • Co-create and align new and existing best practice recommendations to customers.
• Collaborate with Research and Design team colleagues to lead and conduct discovery research, analyze data, and synthesize insights for stakeholders.
• Conduct ongoing evaluation of service design project success metrics and impact.
• Research and develop deep knowledge of SaaS trends and comparable services from adjacent industries.
• Participate in the service design community of practice – online, in the US, and around the world.

You’ll enjoy this role if you…

• Know how to effectively share knowledge, including tools and techniques, and experiences with others.
• Enjoy discussions that are inclusive and pull ideas from all different perspectives.
• Understand B2B customer engagement and have a passion for crafting experiences that provide value.

What You’ll Need To Be Successful…

• Demonstrated knowledge of design thinking and/or design research tools and methods.
• Academic/theoretical training in human-centered design – certification or Bachelor’s or Master’s degree. Similar formal instruction may be acceptable.
• 1-2 years professional experience in a designer role.
• Basic experience in project management.
• Experience facilitating divergent and convergent thinking activities, as well as brainstorming and generative work sessions with cross-functional collaborators.