Senior Service Designer

We are looking for a Senior Service Designer with a focus on Journey Management, reporting to the Senior Service Design Manager within the Digital Experience & Customer Empowerment (DXC) organization. Our team ensures delivery of a seamless experience across the full customer life cycle. You will do both building the journey management practice and project work. In your practice building work, you will lead workstreams designed to mature the practice. You will refine and implement our journey governance, metrics, collaboration, and decision frameworks. Your projects will enable you to lead by example. You will map quantitative and qualitative data to journeys (customer/ employee/ partner) and use the resulting insights to make improvement recommendations.

We are implementing Journey Management as a modern way of collaboration to deliver experiences for our customers, partners, and employees, and you will help scale that practice. Throughout your work, you will lead rapid change by running experiments, gathering feedback, and iterating collaboratively. In this visible role, you’ll interact with senior leadership, internal and external teams.

The position is for a hybrid workplace model in San Francisco/ Bay Area, Atlanta, Montreal, Toronto.

Responsibilities

Practice:

• Document existing collaboration processes, conduct improvement workshops
• Collaborate with diverse team members to keep information on the platform up-to-date
• Develop/ update training materials, conduct training, coach
• Improve on established processes and taxonomies
• Develop workflow documents driving adoption and governance
• Guide planning and coordination cadences
• Manage practice improvements

Project Work:

• Document and manage Journey Maps and Blueprints
• Map persona-based journeys by identifying important touchpoints and moments that matter, how those touchpoints are connected, and how people experience the Autodesk
• Map insights and metrics to journeys to aid data-driven decision-making
• Coordinate with roadmaps (product, GTM)
• Conduct regular collaboration sessions

Minimum Qualifications

• 5+ years in Service Design, Digital Product Management, CX Management, Business Process Analyst, or related in an enterprise setting
• 3+ year of experience managing Customer Journey Maps and Service Blueprint portfolios
• Experience translating data into actionable insights & solutions
• Experience driving change with large project teams
• Experience with Journey Management Platforms (TheyDo, Smaply, similar)
• Systems thinking and change management experience
• Strong working knowledge in the young-and-quickly-growing practice of Journey Management for Experience Design
• A customer/partner-first mindset
• Experience building new practices
• A background/ strong interest in project/ program management
• Working knowledge in enterprise design processes/ user centered design/ design thinking
• A sense of pragmatism with a desire to make change happen
• Experience working in enterprise settings
• Preference for degree or certification in related field