Service Designer

We’re seeking a talented Service Designer to join our Customer Experience team and help us create innovative, customer-centric solutions. As a Service Designer, you will play a critical role in creating experience designs across all interaction channels. You’ll work closely with our UX Researchers to direct additional user testing, create design assets for development teams, and assist UX/UI Designers in developing rich digital-first, digitally enabled, and non-digital experiences. Your goal will be to ensure that our designs meet customer needs and are easily understood by implementers.

Responsibilities:

• Lead workshops of cross-functional subject matter experts to envision new digitally enabled and non-digital experiences that are beneficial and feasible while leveraging design thinking methodologies.
• Create service prototypes for iterative testing and refinement.
• Collaborate with the Operations Consulting Group to synergize service design with process optimization.
• Leverage service design tools (e.g., journey mapping, service blueprinting) to identify opportunities for new experiences that better meet customer needs.
• Identify success measures for design work that tie customer impact with business value creation.
• Contribute to the strategic design efforts of the CX team in order to visualize the aspirational customer journey of the future.

Qualifications:

• A degree in Design, Psychology, or a related field, with a strong foundation in human-centered design principles and methodologies.
• 5 years or more of experience in service design, with a portfolio that showcases your expertise in creating user-centered designs.
• Agile certification or CCXP is a plus.
• Strong experience in service design and prototyping solutions (e.g., Figma, InVision, Sketch, Axure, Miro).
• Expert in design workshop facilitation while leveraging design thinking methodologies.
• Strong experience in visualizing service experiences via wireframing, prototypes, screen flow diagrams, etc.
• Experience creating journey maps, service blueprints, etc., to diagnose and design experiences.
• Exceptional willingness to be a continuous learner of new methodologies and technologies.
• Strong collaborating with a willingness to either lead or be a contributor to agile teams.
• MS Office suite.

We are proud to offer our employees, their domestic partners, and their children, a wide range of insurance benefits:

• Two options for your health insurance plan (PPO or High Deductible).
• Prescription drug coverage (included in your health insurance plan).
• Vision and dental insurance plans.
• Additional insurance coverages provided at no cost to you, such as basic life insurance equal to 1x annual salary and AD&D coverage that is equal to 1x annual salary.
• Short and Long Term Disability coverage.
• Supplemental Life and AD&D plans that you can purchase for yourself and dependents (includes Spouse/domestic partner and children).
• Voluntary Benefit plans that supplement your health and life insurance plans (Accident, Critical Illness and Hospital Indemnity).