As a Vice President Service Design for
Job responsibilities
- Develop and implement a comprehensive service strategy to focus on direct and indirect experiences and align business objectives and customer experience enhancement 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
- Develop and educate colleagues on an expert-level understanding of the backstage system interactions, data flows, and business logic that enable customer experiences.
- Author strategic narratives that simply and effectively communicate complex customer and experience insights to enable key product, business, and technology decisions.
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 customer 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
- Experience and comfort operating in highly technical, data driven, and evolving product spaces
- Excellent written and communication skills
Preferred qualifications, capabilities, and skills
- A self-starter, driven by a bias for action to seek out the subject matter experts, artifacts, and partners to drive impact.
- A readiness with driving long term progress over near term perfection