Service Designer

  Tennessee, Memphis


   Job Order
Posted Date
Tuesday, April 02, 2019

Service Designer
Mclean, VA
1 year+ contract

EXCITING NEW job opening for a Service Designer to join our team and work on-site at our client's global HQ's in Mclean, VA. This role will be on a new team whose focus will be on developing innovative experiences and services for our guests across multiple brands with a customer experience and innovation focus. The individual in this role works closely with a lean, cross-functional team that focuses on evolving some of existing products as well as helping to build creative solutions for new concepts and services that satisfy customer needs, opportunities, or pain points in our guest's experience. They will need to be able to move from the big-picture 40,000-foot concepts to the ground-level implementation details without missing a beat.

The Designer will employ the same test-and-learn mentality to the team's process and approach that they will apply to the products and services that the team creates.

o Be the hands-on service design expert for the product team.
o Weave experimentation into your process early and often.
o Create low fidelity, customer-centric design concepts influenced by customer feedback, personas, customer segments, and usability findings.
o Shape concepts through prototyping, user testing and pilot delivery.
o Inspire innovative approaches to design.
o Advocate for customers and usable product design.
o Coach cross-functional teams on Human Centered Design and Agile processes
o Identify pain points and opportunities in our customers' experience with us and understand what customers really need and want.
o Facilitate user-centered design exercises (e.g. journey mapping, brainstorming activities, and design sprints).
o Leverage insights about people and behavior - verbally and visually - in a way that generates empathy, emotion, and engagement.
o Articulate design rationale to stakeholders, peers, and executives. Elevate design standards for scaled experiences, both digital and non-digital.
o Collaborate with our research team to identify qualitative and quantitative research practices for this team.
o Identify and communicate KPI?s for measuring creative success.
o Stay current on emerging technologies and trends.
o Incorporate the best new creative and technical trends into product designs.

Required Skills:
o BA/BS Bachelor's Degree, or equivalent professional experience.
o 7 years of experience as a user experience architect, product designer, service designer, creative lead, creative technologist, or similar role.
o Possess a strong design portfolio, ideally a mix of both digital and physical.
o MS/MA/Master's Degree. - preferred
o Global work or study experience.
o Experience supporting products and services from multiple brands and used by highly diverse customer segments.
o Extremely comfortable with ambiguity.
o Flexibility while working in a fast-paced, ambiguous, newly established environment.
o Excellent communication, presentation, storytelling, interpersonal, and analytical skills.
o Works effectively with or within large, matrixed organizations.
o Experience with converting complex problems into actionable strategies.
o A strong business sense and the ability to clearly articulate the value of creative output to stakeholders and partners.
o Ability to use data to inform and drive key decisions.
o Strong understanding of current and emerging technologies.
o Experience leading design sprint exercises.
o Familiarity with experiment design and lean methodologies
o Willingness to travel (15%-20%)

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