Senior CX Service Designer - USA

Discovery Partners
  • Researching, developing, and validating current and future state service design blueprints that help define and visualize service delivery, value creation, and support processes for the business
  • Mapping end-to-end customer journeys including user-impacting systems, touchpoints, and processes
  • Workshop facilitation and related human-centered stakeholder engagement to facilitate co creation of service design, system map, and user journey artifacts
  • Scoping, planning, and delivering service design efforts as standalone initiatives or part of existing projects
  • Collaboration with strategists, designers, researchers, product managers, and engineers to envision, design, and test new customer and service delivery experiences
  • Presentation and playback of service design artifacts to cross-functional audiences including executive leaders
  • Developing and evolving service design methods, tools, and related resources for the team
  • Creating case study examples of service design artifact development, testing, and use
  • Utilize design tools such as Figma to create wireframes and high-fidelity prototypes to support Experience Design workshops
Qualifications and Experience:
Ideal candidate will have at least 7 - 10 years demonstrated experience or other proven track record:
  • Creating service design blueprints that visualize and guide outcome-driven process and measurable business impact
  • Delivering and piloting service design projects of various sizes using a broad range of service design methods and approaches, including service proposition development, workshop facilitation, co-design, research, usability testing, and training
  • Using design thinking and other human-centered approaches to facilitate engagement, alignment, collaboration, ideation, and decision making among cross-functional stakeholders
  • Updating and designing wireframes and high-fidelity prototypes as part of design thinking engagements
  • Presenting, visualizing, and communicating complex process and journey flows to various audience types (leadership, clients, internal stakeholders)
Some experience in the following areas is desired:
  • Prototyping and UI/UX design
  • Design sprint participation and/or facilitation
  • Engaging professionally with clients and/or other external business audiences
  • Working with cross-functional or multi-disciplinary teams
  • Working in an agile software development context
  • Promoting knowledge sharing and best practice
Competencies and Behaviours:
  • Customer orientated and technically innovative
  • Working within an international environment
  • Builds networks with customers, other team members and other relevant teams is essential
  • Very good communications, presentation and negotiations skills
  • Comfortable with ambiguity and working with little supervision
  • Encourages people to be open and share their views
  • Ability to use own initiative to solve technical problems
  • Delivery focused and takes responsibility for targets
  • Drives efficacy into all solutions delivered, demonstration clear and measurable results through the development of KPIs
  • Strive for standardization and simplification in all aspects of work
  • Always cost conscious by balancing needs of the business against the best solutions possible
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