Service Designer

Service Designer (Remote)

We are looking for a passionate and experienced Service Designer to create seamless, human-centered, end-to-end journeys. The Service Designer focuses on ensuring the best online and in-person customer service experience. Service Designer observes customers at various touch points throughout the service experience, identifies problem areas through KPIs, and proposes changes and improvements to the service experience.

The Service Designer executes a large number of decisions within their own projects as well in consultation and oversight of those executing Portfolio level projects with their guidance.

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)
• 6 or more years in a design related position (REQUIRED)
• Experience with Service Blueprint (Diagramming/Visualizing relationships between service components, physical & digital evidence), (REQUIRED)
• Ability to translate verbal ideas and brainstorming sessions into visual concepts and prototypes
• Knowledge and experience with wireframing and prototyping software (i.e. Axure, UXPin, Adobe XD)
• Ability to refine designs after change in scope or technical limitations
• Background of designing experiences that go beyond a screen or physical product
• Demonstrated problem solving and design-thinking skills
• Ability to balance user needs with business requirements
• Facilitation certification and/or Change Management Certification is a bonus