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Responsibilities:

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:

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