Service Designer

Job Description:

• Proposing and championing improvements to our UX processes and balancing managerial responsibilities with providing hands-on design support for projects.
• Presenting ideas to stakeholders and advocating on behalf of the user experience using both quantitative and qualitative methods.
• Develop research strategies and proposals and execute on time and on budget while conducting research, synthesize findings, and communicate insights to inspire teams, catalyze design, and fuel strategic decisions.
• Providing visibility into delivery targets, commitments, progress and proactively identifying impediments and appropriately resolving issues using networks of peers and formal channels (including escalation if required)
• Utilizing team feedback and metrics to identify areas of opportunity and working with teams to continuously improve.
• Coaching the team to improve collaboration and self-organization, emphasizing continuous learning and growth.

Required Skills:

• 7+ years or equivalent compelling experiences as a ‘problem solver’ for enterprise software and demonstrated Systems Thinking abilities to understand how products and applications work together.
• Extensive knowledge of user experience research tools and techniques (e.g., generative research planning and executing, interviews, usability testing, benchmarking, card sorts, etc.), and know the strengths and weaknesses of each.
• Hand-on and extensive experience with modern design tools – Figma, Lucid etc.
• Experience leading and mentoring high performing teams and collaborative teams and develop meaningful relationships to achieve common goals.
• Strong understanding and commitment to usability and user-centered design principles/methods; including experience in a variety of usability evaluation techniques such as usability testing, contextual interviews, and heuristic evaluations.
• Strong understanding of Web Content Accessibility Guidelines (WCAG 2.0) and assistive technologies (JAWS, NVDA, Zoomtext), and proven track record of incorporating into your day-to-day work.
• Adept and empathic human-centered designer, creative thinker and thought leader, who can conceive and articulate service experiences that consider physical and digital interactions – with a portfolio that includes a breadth of work
• Familiar with the intricacies in discovering, defining, designing and delivering omni-channel experiences, at scale
• Ability to synthesize complex, interdependent, and sometimes competing needs
• Excellent written and verbal communication skills, including the ability to clearly and effectively present concepts and justify design decisions

Preferred Skills:

• Ability to manage work in a highly technical, changing environment.
• Excellent communication, listening, and negotiation skills with clients and senior executives- write, speak and present information effectively, persuasively and confidently in a variety of communication/corporate settings.
• Experience designing enterprise applications preferable.
• A11y knowledge/experience.