Senior Service Designer

About this opportunity 

Align Technology, Inc. is looking for a Senior Services Designer in our San Jose, CA location.  You will shape and lead the successful delivery of Align’ service design engagements that will delight and wow are customers. You will be applying your significant service design and strategy expertise day-to-day, shaping insights and new service propositions, co-designing innovative concepts in line with business goals and bringing a multi-disciplinary team(s) on the journey.

You will also be applying your creative expertise by co-designing and piloting services with customers. You will have strong leadership skills and will demonstrate your passion for engaging front-line staff as well as executive decision-makers in a collaborative and outcome-driven service design process that generates measurable business outcomes. As a Service Designer, your creative & analytical thinking and understanding of human behavior drive your need to fully define and understand the opportunity/problem space first before you conceptualize and design solutions.

Our ideal candidate is a creative self-starter, with the passion, drive and focus to create a unique experience for our customers that they love.  You understand that any new technology solution needs to be supported by well-defined processes and rounded up by a stellar service offering.

In this role, you will… 

• Integrate agile team(s) to extend its capabilities beyond functional analysis and UI design into actual service conception and iterative service value refinement.
• Plan and execute workshops with stakeholders in order to propose the most viable end-to-end solution for a given problem.
• Develop appropriate visual representations and communication materials such as customer personas, journey maps and the service design blueprint.
• Develop solution options, recommendations, designs based on domain roadmaps/requirements
• Conduct analysis to determine best path for solving business problems/opportunities that may include process improvement, systems enhancement, user training, and/or software procurement
• Gain acceptance of solution & ensure decisions are made and deviations from standards are properly identified, addressed/documented.
• Provide leadership and advice to the project and agile delivery teams to ensure delivery of high quality products
• Understands, communicates, and is an advocate for business and technology needs across all global Markets
• Elicit requirements from internal customers (product management, operations, finance, sales, and engineering teams), synthesize and document them into epics/stories for the product backlog

In this role, you need… 

• Required BA / BS in design-related field or closely related discipline.
• 8+ years of professional experience in a design team, consultancy or equivalent position
• Expertise in design thinking, human-centered design, and systems thinking.
• Demonstrates both an understanding of digital consumer behaviors/needs and emerging technologies and a passion to stay abreast if this ever-changing landscape.
• Proven track record in leading and inspiring teams to deliver high quality, innovative outcomes
• Proven experience of delivering service design projects of various sizes and methodologies to quality, time and budget constraints
• Comfortable leading conversations among diverse, multi-functional teams, and confident in planning and leading workshops.
• Work with designers who thrive in a collaborative team, bringing excellent communication and interpersonal skills