Service Designer

What you’ll be able to do:

The AV XD team is seeking an experienced Service Designer who will create industry-leading experiences from research insights and future trends that align with needs of our end-users, businesses and cities. Working as part of a design team and directly with our strategic partners to create inspirational AV service experiences. This is a full-time staff position located either in our west coast, east coast or remote locations.

• Your service design efforts will touch on all facets of the driverless ecosystem; will be highly creative, and collaborative across cross-functional teams that relate many channels such as the app experience, vehicle interactions, in-vehicle experience, and specific partnerships experiences;
• Participate in a multi-discipline team of designers that creates the experience roadmap of near term execution and far-term strategic investigations and results across moving people and goods service journeys;
• Participate in the development of the service design objectives, develop the service journey that showcase industry leading moments and delight across the experience;
• Guide teams based on user research to infuse creative strategies to envision and craft concepts, and innovate across the service journey; in collaboration with our business and HW/SW/vehicle teams to deliver a viable and feasible service offering;
• Develop research provocations based on partnership engagements to gain early insights in the value of service opportunities;
• Integration and collaboration with the CX teams to build relationships with the customers over time
• Communicate the value of design and brand within a design and business context, and identify the critical design trade-offs to deliver value-add solutions;
• Ensure the human is at the center of all decisions by representing the customer voice, acting as an interpreter of their values, needs and motivations. Bring user-centric design principles, techniques and “design-thinking” to the mobility service portfolio;
• Participate in leading best practices regarding, consumer journey mapping, service blueprinting and an experience roadmap that align to insights associated with customer/user pain-points and opportunities based on a variety of research methods, customer interviews and other forms of discovery;
• Contribute to the formal development of the service design practice creating the tools, methodologies and inspire innovative ways and techniques. Settle how to best envision concepts, ideas and touch-points across the E2E service offerings;
• Mentor junior designers, including new hires and interns throughout the year;

The minimum requirements we seek:

• Bachelor’s degree in Interaction Design, Industrial Design, Graphic Design, Design Research
• 3 + years of service design experience with emphasis on the conception, user validation and delivery of applications.
• 1 + year experience in the design, development and launch of B2B or B2C facing services;

Our preferred requirements:

• Professional experience in human centered processes including heuristic evaluation techniques, service blueprinting and journey mapping.
• Can communicate the value of design and brand within a design and business context, and identify value-added solutions;
• Experience with user research, concepting, and iterative prototyping;
• Experience designing, launching and/or scaling B2B or B2C services;
• Lives, breathes, respects all forms of design-centric subject areas;
• Excellent understanding of production design practices, general product development processes, timing and product lifecycles;
• Forward, innovative thinker with an entrepreneur-like mindset;