Service Designer

Job Description
seeking a service designer or experience designer to be a founding member of the Customer Experience team.
Over the past year and a half, the State of Utah has established a Customer Experience (CX) initiative. Each agency established channels to continuously capture customer and employee feedback. Now that momentum is building, the State is building a Customer Experience Team that will support agencies to deepen their ability to listen to customers and to improve their services and touchpoints to match customer needs.
You Will Work As a Service Designer In a Team Of Four In The Division Of Technology Services, And Regularly Collaborate With All Different Parts Of The State Government To

• Add evidence-based, customer-centered innovation practices (in-depth interviews, data analysis, journey maps, pain point identification, jobs-to-be-done definition, ideation, and more) into their ongoing initiatives (website redesign, process improvements, new initiatives, and more).
• Expanding agencies’ customer data collection and listening practices to include frequent, short digital surveys, in-depth interviews, co-creation and focus group sessions.
• Help agencies make decisions and plan their work around customer data
• Identify opportunities for agencies and divisions to work together to create joined-up experiences.

This position may be a combination of in-office work with some telecommuting, located at: Taylorsville State Office Building; 4315 South 2700 West, Taylorsville, UT 84129.
The Ideal Candidate

To be successful in this role, you’ll need proven experience working through complex problems to work toward user-centered services. You’ll blend analytical thinking (to identify problems), creative thinking (to explore ways to root them out), and a pinch of tenacity (to keep pushing for better services). We’re looking for expertise or passion for design thinking, human-centered design, user research, and simply listening wholeheartedly to citizens to learn and improve our state’s processes and offerings. You’ll be a strong communicator, great at explaining your logic, and a strong collaborator and facilitator. You should be adaptable, capable of navigating complex systems, and passionate about crafting seamless experiences that will make our government services better for our neighbors here in Utah.

Example of Duties

Primary Duties

• Plan and conduct customer research
  • Work with agencies to establish learning goals
  • Design and execute ethnographic research
  • Plan and deploy surveys, intercepts and quantitative research using qualtrics
• Generate insights
  • Identify and visualize user behaviors, habits, pain points and needs
  • Partner with agencies to help them analyze feedback
• Facilitate collaborative design
  • Plan and host co-creative sessions with agencies and/or their customers
  • Guide agencies through design thinking process
• Formulate product and service concepts
  • Generate new product and service concepts
  • Converge on the most impactful, and implementable ideas
  • Build simple digital and service prototypes
  • Use concept testing and user testing to validate prototypes
• Storytelling
  • Communicate ideas using product concepts, service models, customer journeys, system maps and other infographics
  • Share the story of our work, and the value of customer experience
  • Share best practices with agency partners
  • Create decks and written materials to communicate your work

Typical Qualifications

• Professional background in design, business, psychology, ethnography, strategy, marketing, innovation or other relevant field
• Practical experience with:
• Ethnographic research
• User testing
• Facilitating ideation
• Design thinking
• Prototyping
• Strategy formulation
• Proactive communication style
• Concise writing skills
• Strong prioritization and project management skills
• Previous Qualtrics CX/XM experience a plus

Supplemental Information

• Employment is contingent on passing a drug screening and a background check.
• Risks found in the typical office setting, which is adequately lighted, heated and ventilated, e.g., safe use of office equipment, avoiding trips and falls, observing fire regulations, etc.
• Typically, the employee may sit comfortably to perform the work; however, there may be some walking; standing; bending; carrying light items; driving an automobile, etc. Special physical demands are not required to perform the work.