RQ08016 - Sr Service Designer

Description

Overview: We are seeking an innovative and user-centered Service Designer to join our team. In this role, you will be responsible for designing seamless and holistic services that meet both customer and business needs. The Service Designer will map customer journeys, design service touchpoints, and collaborate with cross-functional teams to ensure the delivery of consistent and engaging service experiences. This position is ideal for someone with a strong background in user experience, design thinking, and business analysis who thrives in a collaborative environment.

Key Responsibilities:

• Design and improve services that meet user needs, ensuring a seamless and holistic customer experience.
• Conduct user research and gather insights through interviews, surveys, and observations to understand pain points, expectations, and behaviors.
• Map out customer journeys, service blueprints, and workflows, identifying gaps and opportunities for improvement.
• Collaborate with cross-functional teams, including product management, UX/UI designers, developers, and marketing, to ensure cohesive service delivery.
• Facilitate workshops and co-design sessions with stakeholders to generate innovative solutions.
• Prototype and test service concepts, gathering feedback to iterate and refine the service design.
• Ensure alignment between business processes, technology, and customer experience by coordinating efforts across departments.
• Track and evaluate the performance of service changes through data analysis, user feedback, and KPIs.
• Act as a champion for service design principles, advocating for user-centered approaches and best practices.

Key Deliverables:

• Service Blueprints and Journey Maps: Develop detailed service blueprints and customer journey maps that outline the current and future state of the service.
• User Research and Insights: Conduct thorough user research to identify customer pain points, motivations, and needs, delivering actionable insights.
• Prototyping and Testing: Create and test service prototypes to validate concepts, gathering user feedback for further refinement.
• Improved Service Processes: Implement service design improvements that streamline workflows and enhance customer satisfaction.
• Stakeholder Workshops: Facilitate workshops to co-create solutions with business stakeholders and gather diverse perspectives on service design.
• Service Metrics and KPIs: Establish and monitor service performance metrics, ensuring that service changes achieve the desired outcomes.

Required Qualifications:

• Bachelor's degree in Service Design, Interaction Design, User Experience, or a related field.
• 3+ years of experience in service design or a similar role.
• Proven experience working as a Service Designer, User Experience Designer, or similar role.
• Strong proficiency in service design tools and techniques (e.g., journey mapping, service blueprinting, personas).
• Excellent understanding of user research methods and their application in service design.
• Experience working in cross-functional teams and leading co-creation workshops.
• Strong problem-solving skills and the ability to think creatively and strategically.
• Excellent communication and presentation skills, with the ability to articulate design decisions to both technical and non-technical stakeholders.
• Proficiency with service design tools like Miro, Lucidchart, or similar platforms.

Preferred Qualifications:

• Master's degree in Service Design, Human-Centered Design, or a related field.
• Experience working in sectors like finance, healthcare, or government, where service complexity and regulatory compliance are key.
• Knowledge of digital transformation initiatives and service integration with digital platforms.
• Experience working in Agile environments, collaborating with product owners and scrum teams.
• Certification in Design Thinking, Lean Six Sigma, or similar methodologies.

Technical Skills (Analytical/Problem-Solving Skills):

• Expertise in creating and interpreting customer journey maps and service blueprints to visualize service interactions.
• Proficiency in user research methods, including interviews, usability testing, and surveys.
• Experience with process improvement methodologies (Lean, Six Sigma) and design thinking approaches.
• Ability to analyze complex service processes and identify areas for efficiency improvements and innovation.
• Familiarity with service prototyping tools and digital design platforms like Figma, Sketch, or Adobe XD.

Soft Skills:

• Empathy and User-Centered Focus: Ability to empathize with customers and users, ensuring that their needs and expectations drive design decisions.
• Collaboration: Skilled in working across cross-functional teams, fostering cooperation between departments and stakeholders.
• Communication: Excellent verbal and written communication skills to clearly convey ideas, insights, and design concepts to diverse audiences.
• Facilitation and Workshop Leadership: Experience facilitating workshops and collaborative sessions, enabling stakeholders to participate in the design process.
• Creative Problem-Solving: Strong creative and strategic thinking skills to solve complex service design challenges in innovative ways.
• Adaptability: Comfortable working in fast-paced, dynamic environments with the ability to quickly adapt to shifting priorities and constraints.

Must Haves:

• Excellent understanding of user research methods and their application in service design.
• Strong proficiency in service design tools and techniques (e.g., journey mapping, service blueprinting, personas).
• Expertise in creating and interpreting customer journey maps and service blueprints to visualize service interactions.

Nice to Have:

• Certification in Design Thinking, Lean Six Sigma, or similar methodologies.