Senior Service Designer

A&F is looking for a talented Senior Service Designer with primary research and service design experience. Service Designers at A&F are all about customer behavior. How do customers respond to particular experiences, and where are the opportunity spaces? The Service Designer’s role is to dig for the possibilities, make sense of it all, and inspire teams with very clear, actionable insights and observations. If you’re a talented communicator, cultural observer, strategic thinker, and compelling storyteller, then we’d love to hear from you.

WHAT WILL YOU BE DOING?

• Drive the design of systemic interventions in complex, multi-partner ecosystems.
• Champion visual frameworks, like journey maps, service blueprints, ecosystem maps that help bring clarity to complex challenges in human behaviors, relationships, workflow and processes, and drive decision making.
• Look beyond point solutions and apply design-led thinking to deliver new multi-channel design ecosystems and create the future of retail at A&F.
• Establishing research methods and strategies within a cross functional experience team.
• Independently conduct research, through independent data research and/or customer shadowing and interviewing, to identify customer/business problems which require innovative solutions.
• Build customer and employee empathy and emotionally connect to the lives of the people we serve with those who serve.
• Plan and conduct research with existing/potential customers and existing/potential service providers (service front-end and back-end).
• Lead cross-functional teams in design workshops using human-centered and design thinking methodologies.
• Translate insights into opportunity spaces for providing differentiating service experiences.
• Design presentations and prototypes to communicate new ideas, experiences and strategies.
• Support efforts to ensure the end-to-end experience meets or exceeds the needs and objectives of customers and meets our core business objectives in a measurable way.
• Helps define service design best practices for the brands.

WHAT DO YOU NEED TO BRING?

• 7+ years of experience in customer experience or service design in consumer-facing products with a track record of delivering new and innovative customer experiences to market.
• 2+ years of retail industry experience or equivalent consumer facing domain experience.
• BA/BS and MA/MS in business, design, innovation management or related field, or equivalent experience, is required.
• Capable of visualizing patterns, complex systems, flows, and interactions.
• High comfort level in working within a self-directed culture and navigating ambiguity.
• Make beautiful, elegant, and inventive solutions, drawing on strong verbal and visual presentation skills.
• Fluent in a variety of design software and tools such as Adobe Creative Suite.
• Experience interacting with product teams, creative teams, business owners and technical teams.
• Familiarity with engineering / development processes, particularly Agile.
• Creative storytelling abilities — the ability to make an audience think and feel things they’ve wouldn’t have otherwise.
• Experience applying service design activities across all phases of development of digital and physical solutions.