Service Designer

Service Designer, Employee Experience

• Support cross-functional teams in design sprints using human-centered and design thinking methodologies
• Use service design tools to build a comprehensive view of the current state of employee experience in different journeys as well as the aspirational state
• Identify opportunities to improve employee experience across different touch-points and articulate the dependencies and complexities across these touch-points
• Perform user/employee research under the guidance of a Lead Service Designer and in partnership with UX Research and People Insights teams
• Produce Service Design Blueprints, Journey maps, Concept Designs, Service Experience prototypes, Empathy Maps, and Value Proposition Proposals for the creation and evolution of products and services
• Plan and execute co-creation workshops with stakeholders to propose the most viable solution for a given problem
• Prototype services in order to validate ideas and iterate on them
• Turn insights and opportunities into differentiated service experiences
• Map user journeys and help partners define their processes to enable new service experience
• Gain an understanding of important issues, challenges, and opportunities for our cross-functional partners within HR
• Participate in the delivery of a range of projects, defining project scope, goals, and deliverables in collaboration with key stakeholders
• Establish relationships and liaise with key stakeholders throughout the project life-cycle and able to communicate and envision service concepts to team members, stakeholders, and management by using a diverse set of methods & tools that illustrate all the components and touch-points of the current and future service

Minimum Qualifications

• Proven expertise in Service Design/Design Thinking/Human-Centered Design
• 2-7 years in Design Consultancy or equivalent Service Design experience
• Academic/Applied knowledge in the following areas: Design Research, Service/Experience Prototyping, Experience Design
• Hands-on experience designing for a variety of digital touch-points and non-digital channels
• Experience with conceptualization, ideation, and iterative prototyping and experience employing various methods to prototype service concepts such as staging and role-playing approaches
• Experience organizing data into clear service design blueprints and communicating ideas and designs to diverse groups of stakeholders
• Proficiency with design and prototyping tools such as Adobe, Sketch, InVision, or other similar tools
• Team player who has experience working within a self-directed culture and navigating ambiguity
• Strong communication, analytical and interpersonal skills

Preferred Qualifications

• Degree in Human-Computer Interaction, Design, Sociology, Psychology, Computer Science or related disciplines