Senior Associate, Service Designer (Gen AI Experience)

Responsibilities

Conduct holistic research to understand the needs and behaviors of both customers and employees, mapping the complete service ecosystem and its various actors
Design end-to-end service blueprints and multi-channel journey maps that orchestrate front-stage (customer-facing) and back-stage (operational) processes for seamless service delivery
Translate strategic insights and user needs into tangible service concepts, defining how technology, business processes, and human interactions align to deliver value
Facilitate collaborative design thinking sessions with cross-functional stakeholders to co-create, visualize, and improve new and existing services
Develop and test service prototypes through pilots and simulations, gathering feedback to refine the service model and ensure its desirability, viability, and feasibility before implementation

Qualifications

• Minimum three years of recent professional experience and strong command of service design principles with a passion for creating innovative, user-focused experiences
  Bachelor's degree from an accredited college or university is required
  Knowledge of generative AI technologies and their applications; a portfolio with GenAI work is a significant plus
  Excellent communication and interpersonal skills for effective collaboration
  Demonstrated ability to think critically and devise solutions for complex problems
  Experience contributing to an Agile design and development environment

Benefits

Comprehensive, competitive benefits package including medical and dental plans, vision coverage, disability and life insurance, 401(k) plans, and a robust suite of personal well-being benefits.

Pay

Compensation is determined based on relevant factors such as applicant's skills, job responsibilities, prior relevant experience, certain degrees and certifications and market considerations.

Schedule

This is a hybrid work opportunity.