Senior Service Designer
Job Description
Role: Sr. Service DesignerDescription of work to be performed:The Sr Service Designer will be responsible for designing end-to-end journeys of employee-facing services using human-centered methods and processes to solve experience challenges.
This role will be working within employee-facing User Experience Center of Excellence (UX CoE) team, consisting of researchers and designers. The role of this team is to create new and optimize current digital and physical workplace experiences for employees, enabling improved employee satisfaction, productivity, and business outcomes.
Specified productivity speed/number of tasks/amount of material: Customer Journey Maps, personas, Service Blueprints, Ux research, Service design, Design, Service
Time frame for completion: 12+ month w2 contract
Location: 100% REMOTE or onsite if close proximity of office
*Top Skills' Details*
* 6+ years of service design experience in an enterprise company, agency, or in-house studio
* Experience with customer journey maps, personas, and service blueprints
* Excellent written and verbal communication (will be responsible for building a playbook)
*Description*
As a Sr Service Design Strategist, you will enable service experiences that are designed around the people that use them. This role is both strategic design thinking and design doing. This is a multidisciplinary design role where you will use the full range of your experience, exercising your skills in service design, research, strategy, and product design.
Additionally, as part of the UX CoE, the Sr Service Designer/Strategist will evangelize the value of Service Design internally and establish standard practices throughout the Technology Services org.
Strategy
*Facilitate the creation of aligned strategic visions for department services
*Leverage the insights, patterns, and desires from partner department projects to build the roadmaps and priorities of platforms and products
*Analyze how policies, interpersonal dynamics, history, and organizational structure impact service delivery
*Help partner departments navigate changing touchpoints, tools, and processes, determining the impact on current operations and how much change they can take on with each iteration
*Identify new opportunities to improve systems and processes with technology
*Advocate for the benefits of service design to colleagues and collaborators to help them understand the value
*Establish standards for what good service design looks like
Research
*Lead the early stages of projects, conducting discovery with colleagues to understand, document, and communicate the current process and challenges
*Facilitate discovery sessions and workshops that uncover customer/employee/user problems, identify enterprise opportunities and propose new solutions
*Analyze and evaluate the constraints and possibilities of our complex systems and platforms
*Work with UX CoE (Center of Excellence) Research to plan and conduct thoughtful and ethical user research with users, front line staff and partners
(Service) Design
*Work co-creatively with partner department staff to develop and recommend design solutions that are both desirable and feasible
*Translate employee needs into business/product/service requirements, and champion the (research-informed) employee experience
*Design the future state of backstage systems and front-stage user experiences.
*Craft and deliver compelling stories and presentations to communicate insights, concepts, plans and impact
*Create deliverables to express design solutions to the team and our partners, such as service blueprints, journey maps, and system maps
What you need to be successful:
*6+ years of experience
*BA in Design, Service Design, HCI, or a related discipline, Master's preferred.
*Experience (and a love of!) solving complex design and technology problems using systems thinking.
*Ability to lead projects autonomously, including workshops, brainstorms, and service design consults on initiatives across various business units.
*Possess strong presentation, storytelling, and communication skills.
*Justify design decisions using research and data.
*Excel in facilitation and workshop leadership.
*Apply design research to uncover employee needs and challenges.
*Exhibit strong collaboration and relationship-building abilities.
*Be creative in how to solve ambiguous and complex problems
*Skills*
Customer Journey Maps, personas, Service Blueprints, Ux research, Service design, Design, Service
*Top Skills Details*
Customer Journey Maps,personas,Service Blueprints,Ux research
*Additional Skills & Qualifications*
The role will consist of the following:
*Use design research techniques to uncover employee needs and pain points.
*Autonomously lead projects, including workshops, creative brainstorms, and service definitions.
*Understand, analyze and map complex journeys and processes.
*Be responsible for the service design deliverables within a project such as service concepts, blueprints and other service design artefacts.
*Have strong communication and presentation skills and be able to defend their design decisions with research and data.
*Experience Level*
Expert Level
*Pay and Benefits*
The pay range for this position is $75.00 - $80.00
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
* Medical, dental & vision
* Critical Illness, Accident, and Hospital
* 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
* Life Insurance (Voluntary Life & AD&D for the employee and dependents)
* Short and long-term disability
* Health Spending Account (HSA)
* Transportation benefits
* Employee Assistance Program
* Time Off/Leave (PTO, Vacation or Sick Leave)
*Workplace Type*
This is a fully remote position.
*Application Deadline*
This position will be accepting applications until Dec 13, 2024.
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
*Please mention you saw this ad on DiverseOutreach.*
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