Service Designer

This position is a hands-on design do-er and a strategic thought-partner with the goal to evolve early stage customer experiences and ideas into scalable solutions through iterative prototyping, testing, and refining. This role will help grow a people-first service¬–from value proposition to brand to customer experience–the job is about putting all the pieces together to maintain the user-centered, fully integrated integrity of the concept as it moves forward.

Job Duties And Responsibilities

• Ensure a flawless, consistent and user-friendly experience across all in-person and digital touchpoints including: in-store experience, digital ecosystem, employee experience, value proposition and brand positioning, an education strategy, and more.
• Design for both the user’s experience (desirability) Thrivent’s ability to implement and scale (feasibility) and business constraints (viability).
• Prototype, test and refine key service experience components with participation of end users –iteratively moving from low to high fidelity solutions that elegantly solve for complex behavioral, cultural, and social dimensions.
• Synthesize and apply research takeaways and insights to drive design decisions and service system development.
• Craft the user experience for a new engagement models at Thrivent–including new roles and responsibilities, incentives, metrics, training and onboarding, tools and technology.
• Build and maintain key design artifacts to define and communicate experience architecture and/or overall service system that illustrate all the components and touch-points of the service including: visual frameworks, journey maps, service blueprints, operations or user flows.
• Maintain relationships and liaise with key business partners throughout the project lifecycle.
• Develop and deliver progress reports, requirements, documentation and presentations as needed.
• Contribute to project reviews and standard methodology development.
• Support the planning and monitoring of project activities, timelines and achievements.
• Issue regular status reports and solve problem areas.
• Be the point person in collecting data that shows the impact through the solutions we bring to market.

Required Job Qualifications

• Bachelor’s degree or equivalent experience
• 3-5 years of experience in the service design industry.
• Deep expertise in design thinking/human-centered design.
• In-depth knowledge and experience within a relevant service design field (systems design, business design, industrial design, graphic design, interaction design).
• Ability to work within a self-directed culture and navigate ambiguity.
• Experience with concepting, ideation, and iterative prototyping.

Preferred Qualifications

• Master’s degree in related design field (industrial design, graphic/communications design, systems design, service design, interaction design) preferred
• Experience and knowledge working in financial services, mainly insurance, is desirable.
• Work experience in human-centered design in large organizations, is desirable.