Service Designer

The Service Designer is a valuable resource in Aspirant’s Marketing and Innovation practice dedicated to designing amazing services, experiences, and solutions for our clients. This role is focused on creating user centric experiences  and meeting the client’s goal to keep the customer at the center of all initiatives by delivering extraordinary customer experiences. This is a highly collaborative role that relies on outreach and building relationships across different functions within Aspirant and the client’s organization. The Service Designer will work with Aspirant’s consultants to understand customer needs, uncover insights, create personas, and journey maps that optimize user experience.  Your expertise will help design, develop, execute, and deliver the finished customized experience for the end-user.

• Independently lead all aspects of the design cycle as needed, from research, analysis, design through finalization of the solution.
• Champion human centered design throughout the organization and help cultivate a design mindset.
• Uncover customer and business needs and pain points by using design research techniques.
• Guide the planning and execution of qualitative and quantitative applied research efforts and know when/how to advocate for specific types of research in the design process for a service, experience, or solution.
• Analyze research outputs and synthesize insights to articulate business applications and product and service opportunities.
• Create service design concepts and run experiments to test end-to-end service, prototypes, and systems and recommend final solution concept based on facts and data.
• Recommend and drive testing/research plans and validate customer solutions that will result in measurable improvements to solutions based on key metrics.
• Develop, manage, and lead design thinking workshops for clients using a variety of service design, systems thinking, and design thinking techniques.
• Translate customer and client needs through journey maps, storyboards, ecosystem and service blueprints, infographics, and other materials.
• Collaborate with stakeholders through all stages of service design program development and implementation and proactively communicate status and risks related to design activities that are under development.
• Understand customer behavior and how it interacts with solutions.
• Make understanding end user requirements a constant priority.

     EDUCATION

• Bachelor’s Degree in Design, Service Design, Experience Design, Interaction Design, related field, or commensurate work experience.

 

     REQUIRED EXPERIENCE  

• Three or more years of relevant work experience in Service/Experience Design, Human-Computer Interaction, Human Factors, Innovation, or a related field.
• Direct experience designing optimized customer experiences and service solutions.
• Successful track record of delivering integrated high-end solutions on budget.
• Strong visual mapping expertise such as journey, experience, process, value stream, ecosystem and digital flow mapping and service blueprinting and applying service design thinking methodologies and tools.
• Experience producing high-quality service design and user experience artifacts such as personas, user journeys, prototypes, and blueprints.
• Ability to synthesize user insights, market data and global trends, and turn them into great user experiences.
• Experience running workshops, both remote and in person, with clients and presenting deliverables to senior stakeholders.
• Proficiency with user experience design tools and design software.
• Microsoft Office Suite proficiency.
• Collaborative and curious mindset to work with clients, consultants, and developers to bring designs to life, balancing user needs, client requirements and technical constraints.
• Work collaboratively to visualize, assess, and improve the customer experience along the entire customer journey.
• Visual design skills – specifically in mapping, diagramming, and storytelling.
• Flexibility and resilience to meet rapidly changing client and business needs.
• Strategic thinker with the ability to operate effectively at a tactical level as required.
• Willingness to travel up 25%.

 

     PREFERRED EXPERIENCE

• Three or more years’ experience as a service or UX designer in an agency, consultancy, or work in an in-house team.
• Working experience in planning, conducting, and synthesizing applied research. Working experience in creating product or service prototypes in Lean and Agile environment.
• Experience gathering and documenting business, functional, and end user requirements.
• Broad knowledge and advanced skills in visual design, human centered design, and customer experience.
• Superior knowledge of all Adobe Creative Suite products, including InDesign and Illustrator, Sketch and/or Figma, Miro, and other online collaboration tools.
• Systems thinking mentality with the ability to connect the dots for others in an accessible way.
• Ability to write design specification documents that convey complex analysis and solutions clearly and concisely.
• Experience developing customer journey maps and service blueprints for complex customer business offerings.
• Ability to work internally, cross-functionally, with different internal stakeholders.