Senior Service Designer

Job description

Lead/Sr. Service Designer • 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. Skills: 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.