Lead/Senior Service Designer

Lead/Sr. Service Designer

Job Description :

Skills :

- Bachelor's / Master's Degree in Service Design, or Strategic Design, or Innovation design management.

- Minimum 8 years proven track-record of working as a Service Designer/Design strategist in a complex Enterprise Software domain.

- As a seasoned Sr./Lead Service Designer navigate ambiguity confidently and solve challenges from an end to end perspective.

- Ability to operate independently and simply take ownership to make things happen in all project phases - from scoping to delivering results promptly without compromising on excellence!

- Ability to thrive in complex cross-functional setup, influencing the stakeholders and driving strategic decisions that lead to meaningful outcomes.

Hard Skills :

- Conduct Qualitative and quantitative user insights and analyzing.

- Create Ecosystem/Capability maps of existing portfolio of tools.

- Heuristic evaluation of Digital tools.

- Set-up and execute customer and user research to identify customer needs and pain points (formative and evaluative).

- Create Status-Quo and Future states User journeys, flows with pain points, needs etc.

- Map Opportunity areas.

- Write use cases & scenarios, Product features.

- Define Service blueprints, key service moments, Service architecture; People, Process and Technology enablers.

- Visual communication, and story telling.

- Ability to facilitate cross-functional stakeholder co-creation sessions and workshops.

- Creating experience prototypes, getting your hands dirty incl. Figma fluency in UX Design.

- Ability to work comfortably and seamlessly with other designers in translating the intangibles to tangibles.

Soft Skills :

- Curiosity, asking insightful questions, active listening, and engaging more deeply with problems (incl. empathy and self-learning).

- Ability to deal with ambiguity and translating high complexity into experiential design statements.

- Effective communication such as explaining rationale, explaining strategic/ecosystemic concepts in easy manner (incl. story telling).

- Collaboration and incorporating ideas of other functions such as developers, clients, and team members (incl. Design-thinking).

- Ability to think in systems and communicate complexity effectively to stakeholders.

Tools :

- Miro

- Figma

- Azure DevOps (for project planning)

- Microsoft Office Apps

- Confluence etc.

Skills

UX, UI Design, UX Research, Customer Journey Map, Prototype Design, Figma