Service Designer

Summary:

The Service Designer will work collaboratively on projects for ISACA’s Membership program, using human-centered and participatory design methods to facilitate program and service innovations and improvements.  As part of the Membership Experience team, this role will work in lockstep with program and product managers and cross-functionally throughout the organization to design and implement services for an international community, in various settings – both physical and digital. As a hands-on service design expert, they will also play a key role in educating and empowering teams to adopt new methods and mindsets throughout the organization.

Essential Job Functions:

Strategy & Design

• Collaborate with the Membership Experience team to identify service design project opportunities based on strategic initiatives and roadmap alignment
• Create, lead, and execute on service design project plans
• Lead co-design working sessions with cross-functional teams
• Create concepts, prototypes, and testing plans for validation
• Perform testing of service concepts, prototypes, and systems
• Advise and collaborate with the Membership Experience team in solving complex problems or issues for membership services, program and processes, both front-stage, and back-stage.

Research & Insights

• Conduct qualitative design research using ethnographic and participatory methods
• Conduct comparative and evaluative research into solutions and industry trends to inform service design and development
• Communicate and present research and design insights to stakeholders
• Assist Membership Experience team in developing technical requirements and system solutions

Stakeholder Management

• Promote service design efforts, mindset, and methods through presentation and communication

• Create a roadmap for Membership service design projects, working with stakeholders to determine and establish priorities to balance ongoing projects with ad hoc requests.
• Facilitate communication across teams and stakeholders throughout all phases of project work, from ideation to synthesis.
• Contribute to an effective work environment by setting a positive tone, establishing performance expectations, and driving accountability.

Education & Experience:

Required Field of Study:

• Bachelor’s degree for an accredited university

Minimum Years of Experience Required: 

• 3+ years in experience design, design consultancy, or related discipline

Minimum Experience Required:

• Deep expertise in service design / design-thinking / human-centered design
• Experience with concepting, ideation, and iterative prototyping
• Ability to work in and navigate through ambiguity
• Experience designing and/or implementing solutions for resource-constrained environments
• Ability to build and maintain strong working relationships with colleagues, clients, and key stakeholders
• Ability to express complex information in simple, elegant ways
• Excellent written and oral communication skills

Preferred Field of Study:

• Master’s Degree in Design, Service Design, or Human-Computer Interaction

Preferred Years of Experience:

• 5+ years in experience design, design consultancy, or related discipline

Preferred Experience:

• Experience crafting a vision and execution strategy