Service Designer

Summary:

• 5+ years of experience in Service Design
• Experience with Service Blueprint required
• Facilitation certification
• Change Management Certification
• Excellent interpersonal skills/communication

Full Job Description:

Opportunity Overview

What is a Service Designer?

A service designer researches customer behavior and common customer responses to particular experiences, then creates new processes to improve observed issues. Service design is similar to product or industrial design in manufacturing or user experience (UX) in the software industry. However, the focal point is customer service experiences – both online and in-person. As a service designer, your job duties include observing customers at various touch points throughout the service experience, identifying problem areas through key performance indicators, and proposing changes and improvements to the service experience.

Our Firm Strategic Enablement Office Operational Excellence is looking for a Service Designer to guide the acceleration of the Firm’s strategic vision through the facilitation of the experience creation process and the underlying systems, processes and data that drive consistent delivery of Client Experiences.

Key Responsibilities:
Executes moderate to large number of decisions within their own projects as well in consultation and oversight of those executing Firm Portfolio level projects with their guidance. In doing so the Service Designer must demonstrate the ability to:

• Develop service blueprints, workflows, wireframes, prototypes, and other design deliverables
• Co-designing with customers, engineers, product managers, and other stakeholders to deliver human-centered, end-to-end solutions that meet needs of customers
• Understanding and articulating clearly how services need to change from a user centered, system, and business perspective
• Mapping service experiences of customers to provide insights for human-centered design outcomes
• Lead design brainstorming and review sessions
• Lead and participate in user research activities and incorporate insights into service design and UCD deliverables
• Designing, building, and setting usability tests for service and product prototypes, working from sketches into quick prototypes that can be iterated with feedback
• Designing with engineers and product managers to successfully deploy solutions
• Mentor and coach other design team members who have not mastered Service Design
• Support and teach other internal organizations how to design better services using user-centered design best practices and service design techniques
• Foster a design culture within the organization

Preferred

Preferred Work Schedule/Hours M-F 8am-5pm

Position Requirements

How you will do it:

• Ability to translate verbal ideas and brainstorming sessions into visual concepts and prototypes
• Familiarity with wireframing and prototyping software (i.e. Axure, UXPin, Adobe XD)
• Ability to refine designs due to scope change and technical limitations
• Ability to design experiences that go beyond a screen or physical product
• Demonstrate design-thinking skills, with an eye for innovation and a look to the future
• Excellent problem solving and design-thinking skills
• Strong planning and organizational skills
• A passion for good design and an ability to resolve challenges
• Ability to balance user needs with business requirements

Position Qualifications:

• A bachelor’s degree (BA or BS)
• Minimum of 4+ years of experience in Service Design is required
• Minimum of 6+ years in a design related position is required
• Proficiency with computer applications appropriate to the position and assignment is also required
• Experience with Service Blueprint required
• Facilitation certification
• Change Management Certification
• Experience leading large enterprise wide technology deployments
• A degree in a design related field is strongly preferred
• Master’s degree preferred
• Excellent interpersonal skills with experience in mentoring and coaching others preferred