Ebay Service Designer 

Ireland, Dublin 

271471267

What you will accomplish

• Build and design the key service experiences in GCX (how a customer asks for help, channels, hours of operation, assisted contact experience etc.)
• Identify business requirements through a human centred design approach to create robust BRDs (Business Requirements Documents) that encapsulate the needs of GCX and the Business
• Understand, analyse, and map complex journeys and processes.
• Own the service design deliverables within a project such as service concepts, blueprints, and other service design artefacts.
• Play a key role on initiatives to influence the customer journey and experience
• Use design research techniques to uncover customer needs and difficulties; bring to life insights to help craft the best customer journey and bring the voice of the customer to the table
• Understand how Growth & Product objectives and customer goals impact on GCX critical metrics
• Develop partnerships with GCX leaders, CS Tech leaders and industry experts to create a compelling service experience vision and principles, that is uniquely eBay and brings our strategy, brand and DNA to life
• Crafting the base Service (MVP, Minimum viable product) and efficient differentiations where needed
• Work on critical initiatives for GCX in a service design capacity
• Work within a consistent and global design framework to guide service efforts
• Working collaboratively across GCX product and policy owners to bring the experience to life
• Partner with other GCX support functions (PMO, Readiness, Strategy, LEaD, Planning, OPRC) to design and deliver world-class customer and teammate journeys together
• Facilitate UAT (User Acceptance Testing) in collaboration with GCX Partners and CS Tech
• Be able to tell the customer story – through bringing all elements across the experience together to build an end-to-end understanding for wider teams. Help cut through the complexity.
• Be a creative problem solver who can put ideas into practice, demonstrating fast and experimental approaches to testing solutions
• Facilitate design thinking workshops with a variety of personas (Business, technical etc.) across the entire design process, research, ideation, design & delivery.

What you will bring

• 5+ years’ experience in a customer experience environment
• Experience working with remote global teams
• Passionate about service design creating human-centred services; a true customer-advocate
• Knowledge of existing and emerging service design tools and methods.
• Track record in delivering service design solutions in a customer service environment, demonstrating experience applying systems thinking to design problems and working in a technical domain.
• Experience in technical and process documentation – detailing solutions and requirements across functional teams – an ability to bring the customer journey to life
• Strong change management and partner leadership skills
• Strong data analysis skills, able to apply a variety of analytical tools and approaches to solve different types of problems
• Demonstrates understanding and creativity in the use of technology to enable business improvements
• Able to communicate complex technical topics in clear layperson’s terms, both verbally and in writing
• Design thinking advocate

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