Service Designer

Upwise is looking for a service designer to help plan, design and build our core product. In this role, you will serve as the conduit between our design, product, and research teams. Aiding them in building out the most robust and complete service. You will work across front and back of house capabilities, uncovering efficiencies, and driving integrated ideas and executions forward. This role requires a hands-on design expert, who can take concepts forward and working together with partners to implement these services.

Key Relationships:

• Reports to Upwise’s head of design
• Work closely with our head of product and engineering to tie our service together
• Be day to day in the trenches with your product, design, research, and engineering team members.

What Success Looks Like:
Success in your first 6 months will look like:

• Document the existing service
• Uncover pain points for all user roles
• Drive business impact by creating a more efficient, and holistic service

Characteristics:

• A founder’s mentality. We are a small team, with no middle management. You must be self-motivated to push Upwise forward.
• A great storyteller. You can relay complex systems ideas to business owners.
• Direct and truthful. The Upwise team is efficient and shoots it straight.
• Grit and optimism to drive the right outcomes. We are the spear tip in the digital transformation of a 153-year-old organization.

Key Responsibilities:

• Conduct qualitative research using ethnographic and participatory methods
• Work with our data scientists to analyze service metrics data to inform design solutions
• Lead design work with cross functional teams
• Relaying ideas through documentation
• Create a more resilient, tight, and complete product
• Look at our service as an Omni Channel opportunity tying together many systems and services
• Understand the technical limitations and liberties behind your decisions and be able to communicate your ideas to our engineers
• Relaying ideas through documentation

Competencies / Skills:

• Deep expertise human-centered design
• Deep understanding of system theory
• A design practitioner who can craft meaningful design solutions and see them through to implementation
• Ability to create traditional service design artifacts
  • Service Blueprints
  • Ecosystem Maps
  • Journey Maps
  • Systems Schematics
• Detail-oriented

Qualifications:

• 6+ years of experience
• Degree in HCI / Service design or equivalent