Service Designer

Service design is a practical approach to the creation and improvement of the offerings made by Acquia. Service designers on the Research and Design team are human-centered, collaborative, cross-functional, and iterative. They use research, prototyping, and a set of easily understood activities and visualization tools to create and orchestrate experiences that meet the needs of the business, the user, and other partners.

AS A SERVICE DESIGNER, YOU WILL…

• Build cross-business unit knowledge of service design methods, embedding a service design attitude across partners.
  • Analyze customer needs for new and existing service offerings.
  • Collaborate with teams to identify project opportunities.
  • Develop and maintain an understanding of major operating systems and overall policies, procedures, and objectives.
• Plan, implement, and evaluate multiple projects simultaneously.
  • Document the process flows and customer journeys across touchpoints.
  • Develop service prototypes for testing and validation.
  • Assist in the development of technical requirements of service delivery and end-to-end process creation.
  • Build and design towards a service archetype that aligns with our brand archetype.
• Design and facilitate workshops for the creation and evaluation of customer experiences.
  • Co-create blueprints to detail current experiences and aspirations for new ones.
  • Co-create and align new and existing best practice recommendations to customers.
• Collaborate with Research and Design team colleagues to lead and conduct discovery research, analyze data, and synthesize insights for stakeholders.
• Conduct ongoing evaluation of service design project success metrics and impact.
• Research and develop deep knowledge of SaaS trends and comparable services from adjacent industries.
• Participate in the service design community of practice – online, in the US, and around the world.