Service Designer

As a Service Designer (remote) you will focus on the design of the entire customer journey, focusing on the full end-to-end experience which may include digital touchpoints, physical infrastructure, teams, and their processes.

The Service Designer creates seamless, human-centered, end-to-end journey and focuses on ensuring the best online and in-person customer service experience. As a Service Designer you are responsible to both improve and innovate the experience. You will observe customers at various touch points throughout the service experience, and will identify problem areas through KPIs, develop the Service Blueprint and propose changes and improvements to the service experience which allow the Customer Experience to be delivered as planned.

The Service Designer must demonstrate the ability to:

• Develop service blueprints, workflows, wireframes, prototypes, and other design deliverables
• Co-design with customers, engineers, product managers, and other stakeholders to deliver human-centered, end-to-end solutions that meet needs of customers
• Understand and articulate how services need to change from a user centered, system, and business perspective
• Map service experiences of customers to provide insights for human-centered design outcomes
• Lead and participate in user research and incorporate insights into service design and UCD deliverables
• Design, build, and set usability tests for service and product prototypes, working from sketches into quick prototypes that can be iterated with feedback

Required Skills/Experience:

• A bachelor’s degree (BA or BS) plus a minimum of 4+ years of experience in Service Design Required
• Experience with Service Blueprint (Diagramming/Visualizing relationships between service components, physical & digital evidence) is Required
• Ability to translate verbal ideas and brainstorming sessions into visual concepts and prototypes
• Experience with wireframing & prototyping software (Axure, UXPin, Adobe XD, etc)
• Ability to refine designs after change in scope or technical limitations
• Background of designing experiences that go beyond a screen or physical product