539107BR - Principal Service Designer (hybrid role)

Founded over a century ago in 1901, we have a rich and colorful history of continuous improvement and innovation at Walgreens. From inventing the world’s first chocolate malted milkshake to the creation of one of the most popular and sophisticated mobile applications in retail shopping today, we have transformed ourselves into a leader within the retail and drug industry. Walgreens, one of the nation’s largest drugstore chains, is the Retail Pharmacy USA Division of Walgreens Boots Alliance, Inc., a global leader in retail and wholesale pharmacy.

Impressive size, scale & expertise

Walgreens Boots Alliance (Nasdaq: WBA) is an integrated healthcare, pharmacy and retail leader serving millions of customers and patients every day, with a 170-year heritage of caring for communities.

A trusted, global innovator in retail pharmacy with approximately 13,000 locations across the U.S., Europe and Latin America, WBA plays a critical role in the healthcare ecosystem. The company is reimagining local healthcare and well-being for all as part of its purpose - to create more joyful lives through better health. Through dispensing medicines, improving access to a wide range of health services, providing high quality health and beauty products and offering anytime, anywhere convenience across its digital platforms, WBA is shaping the future of healthcare.

WBA has more than 315,000 team members and a presence in nine countries through its portfolio of consumer brands: Walgreens, Boots, Duane Reade, the No7 Beauty Company, Benavides in Mexico and Ahumada in Chile. Additionally, WBA has a portfolio of healthcare-focused investments located in several countries, including China and the U.S.

The company is proud of its contributions to healthy communities, a healthy planet, an inclusive workplace and a sustainable marketplace. WBA has been recognized for its commitment to operating sustainably: it is an index component of the Dow Jones Sustainability Indices (DJSI) and was named to the 100 Best Corporate Citizens 2021.

Walgreens Boots Alliance at a glance

• Unmatched supply chain and procurement expertise, offering customers innovative solutions and optimal efficiencies
• A portfolio of retail and business brands, including Walgreens, Duane Reade, Boots and Alliance Healthcare, as well as global health and beauty product brands, such as No7, Botanics, Liz Earle and Soap & Glory
• A unique platform for growth in developed and emerging markets

The Principal Service Designer will be working in our Chicago office in a hybrid role. This person is responsible for leading holistic service design activities within a designated strategic development area or value stream. He or she champions a design thinking methodology - guiding project teams through the process of capturing, analyzing, and visualizing customer insights; concepting, ideation, prototyping, evaluation and iteration. Solutions generated out of these processes will be truly omni-channel, living in both physical and digital spaces.

A key responsibility is facilitating ideation workshops with cross-functional internal teams, as well as outside design/development partners. This individual must be adept at working with colleagues from research, design, and technology - as well as business SMEs and executives. The Principal Service Designer is a natural collaborator and consensus builder, comfortable both in the field and in the boardroom.

The Principal Service Designer will use a diverse set of methods and tools to illustrate all the components and touchpoints of the service, and co-produce deliverables such as qualitative research reports, customer and employee journey maps, process flows, and prototypes. This leader also helps define service design best practices for Walgreens as we grow our internal practice.

Job Responsibilities

• Resides near the Chicago or Deerfield office
• Leads holistic service design activities within a designated strategic development area or value stream, e.g., pharmacy, retail services, etc.
• Communicates, evangelizes, and demonstrates a design thinking methodology
• Facilitates ideation workshops with cross-functional internal teams
• Helps define service design best practices for Walgreens
• Co-produces deliverables such as qualitative research reports, customer and employee journey maps, process flows, and prototypes
• Seeks out, aggregates, and sometimes conducts qualitative customer and employee research/insights.

• Resides near the Chicago or Deerfield office and comfortable working in a hybrid role and office enviorment.
• Bachelor’s degree and at least 5 years of experience leading service design and/or user experience projects OR a High School Diploma/GED and at least 8 years of experience leading service design and/or user experience projects.
• Experience in leading/mentoring user experience, product, or service designers
• Experience conducting qualitative user research
• Experience participating in and defining, user experience processes including identifying best practices
• Experience interacting with creative teams, business owners and technical teams
• Familiarity with engineering / development processes, particularly Agile