Manager - Service Design

Seeking candidates who have a strong understanding of service design to work within an interdisciplinary design team to plan, visualize and define new user and service experiences, relying on a wide range of skills, from research design to experience and service design.

The candidate should know design research techniques and service design methodologies to mold the experience, services, systems, and brands that the end-users live through products alongside clients and project stakeholders.

The applicant shall work both individually using their own initiative, and as part of a team environment collaborating with other members of the design team and project management to drive new and existing service offerings of a project through from concept to on-site completion.

Skills, Tools and Systems Experience:

• Minimum 5+ years of professional experience in the field of service design that includes multiple touchpoints.
• Knowledge of areas of expertise within the broader design environment, such as design research, design strategy, and prototyping; readiness to widen individual's skill set into adjacent specialties.
• Excellent relationship-building skills, including the ability to engage a wide range of stakeholders and subject matter experts and earn their co-ownership in the service resolution.
• Demonstrate strong competency in audience interaction while presenting design concepts to stakeholders.
• Demonstrated designs and understanding with previously introduced services that were put into practice in reality.
• Proven ability to plan, implement, and analyze user research.
• Strong abilities in the creation and visualization of journey maps, as well as service ideation, interaction, and specification.
• Proficiency in leading workshops and organizing design sprints in collaboration with stakeholders.
• Extensive Adobe Creative Suite and other related design software experience.
• Interpersonal and stakeholder management abilities are essential.

Key Accountability: Strategic Thinking

• Study corporate challenges, developments, and operations from a broad perspective, and discuss their broader ramifications and long-term outcomes.
• Understand and concisely explain how airport services must evolve from a human-centered, user-experience, technology, and business standpoint.
• Create future product and service concepts that inspire customers and meet their evolving needs.
• Work with research and qualitative insight to design solutions and strategic propositions in cooperation with stakeholders, airline partners, and business units.
• Develop and articulate imminent concepts and experience roadmaps that envisage how passengers will interact with products and services.
• Identify ways for business to optimize operating resources and improve outcomes through re-designing user experiences, business processes, and technological collaboration.

Key Accountability: Design Approach

• Provide service design expertise to projects that result in real value and better outcomes. This will include leading service design activities and developing service design products such as ethnographic/user research, user journey maps, cognitions, personas and experiences, service blueprints, future state maps, and service solutions, as well as prototyping, testing, and iteration.
• Discover customer demands and pain points using design research methodologies.
• Provide strong research capabilities and analytical thinking to effectively challenge existing practice, norms, and thinking.
• Analyze research data to identify and generate useful insights and patterns of user behavior.
• In collaboration with the team, plan and coordinate creative independent research (research method, anthropological based user study, secondary research, UX research).
• Manage service design deliverables such as solution concepts, blueprints, and other design artifacts within a project.
• Design service-oriented pilots to identify and address key experience and performance indicators as well as operational constraints.

Key Accountability: Co-Creation

• Manage collaboration with counterparts and other stakeholders to create user-centric end-to-end workflows, operating procedures, and strategic planning. Promoting innovative practices in terms of service delivery that are in line with industry best practices.
• Lead a variety of group and corporate initiatives to develop and market service portfolio, as well as supporting the aim to put the customer experience at the heart of all we do.
• Develop and manage cross-functional design thinking workshop that results in new products, services, or experiences.
• Work with stakeholders and business partners to assess the value of a concept, design operational functions, and activities.

Key Accountability: Project Delivery

• Produce effective project proposals articulating service design discoveries and develop persuasive solutions for service improvement supported by a robust research base.
• Able to plan, manage, and deliver projects efficiently, as well as comprehensive service design planning to effectively engage a wide number of diverse service stakeholders, and leading to the launch of innovative service delivery methods.
• Manage the service delivery team's quality of execution.

Key Accountability: Future Thinking

Assist in the development of a data & information presentation strategy with the VP and Head of Design. This will include evaluating future trends within service and product offerings and preparing business concepts for how innovative technologies & techniques should be applied to the design studio.