Service Designer 8016-0812
Service Designer 8016-0812
Posted on :
05-11-2024
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Job Description
HM Note: This hybrid role is three (3) days in office
Description:
Overview: and nbsp;We are seeking an innovative and usercentered and nbsp;Service Designer and nbsp;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 crossfunctional 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. and nbsp;
and nbsp;
Key Responsibilities: and nbsp;
- Design and improve services that meet user needs ensuring a seamless and holistic customer experience. and nbsp;
- Conduct user research and gather insights through interviews surveys and observations to understand pain points expectations and behaviors. and nbsp;
- Map out customer journeys service blueprints and workflows identifying gaps and opportunities for improvement. and nbsp;
- Collaborate with crossfunctional teams including product management UX/UI designers developers and marketing to ensure cohesive service delivery. and nbsp;
- Facilitate workshops and codesign sessions with stakeholders to generate innovative solutions. and nbsp;
- Prototype and test service concepts gathering feedback to iterate and refine the service design. and nbsp;
- Ensure alignment between business processes technology and customer experience by coordinating efforts across departments. and nbsp;
- Track and evaluate the performance of service changes through data analysis user feedback and KPIs. and nbsp;
- Act as a champion for service design principles advocating for usercentered approaches and best practices. and nbsp;
and nbsp;
Key Deliverables: and nbsp;
- Service Blueprints and Journey Maps: and nbsp;Develop detailed service blueprints and customer journey maps that outline the current and future state of the service. and nbsp;
- User Research and Insights: and nbsp;Conduct thorough user research to identify customer pain points motivations and needs delivering actionable insights. and nbsp;
- Prototyping and Testing: and nbsp;Create and test service prototypes to validate concepts gathering user feedback for further refinement. and nbsp;
- Improved Service Processes: and nbsp;Implement service design improvements that streamline workflows and enhance customer satisfaction. and nbsp;
- Stakeholder Workshops: and nbsp;Facilitate workshops to cocreate solutions with business stakeholders and gather diverse perspectives on service design. and nbsp;
- Service Metrics and KPIs: and nbsp;Establish and monitor service performance metrics ensuring that service changes achieve the desired outcomes. and nbsp;
and nbsp;
Skills
Experience and Skill Set RequirementsRequired Qualifications: and nbsp;(40%)
- Bachelors degree in Service Design Interaction Design User Experience or a related field. and nbsp;
- 3 years of experience in service design or a similar role. and nbsp;
- Proven experience working as a Service Designer User Experience Designer or similar role. and nbsp;
- Strong proficiency in service design tools and techniques (e.g. journey mapping service blueprinting personas). and nbsp;
- Excellent understanding of user research methods and their application in service design. and nbsp;
- Experience working in crossfunctional teams and leading cocreation workshops. and nbsp;
- Strong problemsolving skills and the ability to think creatively and strategically. and nbsp;
- Excellent communication and presentation skills with the ability to articulate design decisions to both technical and nontechnical stakeholders. and nbsp;
- Proficiency with service design tools like Miro and nbsp;Lucidchart or similar platforms. and nbsp;
and nbsp;
and nbsp;
Preferred Qualifications: and nbsp;(20%)
- Masters degree in Service Design HumanCentered Design or a related field. and nbsp;
- Experience working in sectors like finance healthcare or government where service complexity and regulatory compliance are key. and nbsp;
- Knowledge of digital transformation initiatives and service integration with digital platforms. and nbsp;
- Experience working in Agile environments collaborating with product owners and scrum teams. and nbsp;
- Certification in Design Thinking Lean Six Sigma or similar methodologies. and nbsp;
and nbsp;
and nbsp;
Technical Skills (Analytical/ProblemSolving Skills): and nbsp;(20%)
- Expertise in creating and interpreting customer journey maps and service blueprints to visualize service interactions. and nbsp;
- Proficiency in user research methods including interviews usability testing and surveys. and nbsp;
- Experience with process improvement methodologies (Lean Six Sigma) and design thinking approaches. and nbsp;
- Ability to analyze complex service processes and identify areas for efficiency improvements and innovation. and nbsp;
- Familiarity with service prototyping tools and digital design platforms like Figma Sketch or Adobe XD. and nbsp;
and nbsp;
and nbsp;
Soft Skills: and nbsp;(20%)
- Empathy and UserCentered Focus: and nbsp;Ability to empathize with customers and users ensuring that their needs and expectations drive design decisions. and nbsp;
- Collaboration: and nbsp;Skilled in working across crossfunctional teams fostering cooperation between departments and stakeholders. and nbsp;
- Communication: and nbsp;Excellent verbal and written communication skills to clearly convey ideas insights and design concepts to diverse audiences. and nbsp;
- Facilitation and Workshop Leadership: and nbsp;Experience facilitating workshops and collaborative sessions enabling stakeholders to participate in the design process. and nbsp;
- Creative ProblemSolving: and nbsp;Strong creative and strategic thinking skills to solve complex service design challenges in innovative ways. and nbsp;
- Adaptability: and nbsp;Comfortable working in fastpaced dynamic environments with the ability to quickly adapt to shifting priorities and constraints. and nbsp;
Must Haves:
Excellent understanding of user research methods and their application in service design. and nbsp;
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. and nbsp;
Nice to have:
Certification in Design Thinking Lean Six Sigma or similar methodologies. and nbsp;
Employment Type
Full Time
Key Skills
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