Job responsibilities
- Develop and implement a comprehensive service strategy to focus on direct and indirect experiences and align business objectives and new experiences across multiple products and platforms
- Lead cross-functional teams to create storyboards, service blueprints, and research to identify pain points, opportunities for improvement, and champion innovation in products and features of moderate complexity
- Design service blueprints and document processes and touchpoints and incorporate inclusive design principles for seamless, personalized, and accessible experiences
- Create experience maps and service prototypes to illustrate customer journeys, with an iterative mindset for continuous refinement
- Collaborate with stakeholders and product partners to integrate customer-centric decision-making, inform prioritization, and develop experience-led metrics to align business goals
- Support business leadership and product development partners in leveraging key artifacts from Service Design initiatives to define vision and strategy, develop roadmaps and prioritization, draft requirements, and align on product/UX development and delivery plan.
- Partner with our research team to scope and synthesize qualitative research, data analysis, and usability testing to inform future-state blueprinting, service vision, and concept development
- Communicate new methodologies, concepts and strategies effectively to executive leadership and stakeholders at all levels of the organization.
Required qualifications, capabilities, and skills
- 5+ years of experience or equivalent expertise in service design, experience design, or a related field, focusing on end-to-end user experiences
- Proven record in innovative service design projects, including journey mapping, service blueprinting, and storyboarding
- Demonstrated expertise in creating direct and indirect experiences for diverse users
- Ability to work in cross-functional teams, facilitate collaboration, and encourage consensus toward common goals and objectives
- Experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts
Preferred qualifications, capabilities, and skills
- Has a strong portfolio showcasing case-studies with tight narratives that demonstrate an ability to address business challenges through Service Design.
- Experience working within complex omni-channel ecosystems that are supported by multiple platforms
- Strong information/communication/graphic design capabilities to visualize multi-touchpoint systems that successfully convey opportunities and future-state vision.