Senior Service Designer

We are looking to bring on our first Service Designer to join our growing and dynamic design organization. The role will be responsible for leveraging a combination of qualitative and quantitative research methodologies, strong analytical skills, deft stakeholder management, deep systems thinking, great storytelling ability, and a keen design sensibility to envision, plan, and create the foundational principles and blueprints that ensure a holistic and consistent customer experience for a complex technology platform spanning across multiple industry verticals and market segments.   Projects can range from understanding and improving existing experiences, designing new experiences and service models, to northstar vision-type initiatives.   The role will report directly to our VP of Design.

• Use qualitative and quantitative research methods to investigate and document key customer journeys to identify pain points, gaps, inconsistencies and opportunities in the CX • Partner with analytics, data scientist and customer success teams to define and collect various metrics to triangulate research data, uncover insights and inform service and design solutions • Provide deep documentation and analysis of competitive products • Work across a cross-functional team of stakeholders to understand, document and analyze business processes and workflows • Apply end-to-end systems thinking across the entire experience from acquisition through retention • Identify and prioritize the most impactful opportunities and share recommendations with various department leads. • Leverage strong storytelling skills to make complex ideas understandable, and recommendations actionable through diagrams, journey maps, empathy maps, storyboards, prototypes, and service blueprints. • Plan, facilitate, and run workshops/co-design sessions with various cross-functional teams and customers  • Articulate the before, during and after in the CX and think through experience interdependencies across touchpoints, channels, frontstage, backstage, and systems. • Supporting teams and organisations to develop the cultural conditions, practices, and rituals to design user-centred services • Be aware of and plan for design’s role in impacting and creating unintended consequences across the environmental, social, and economic spectrum