Service Design Vice President

Job Responsibilities

• Develop and implement a comprehensive service strategy to focus on direct and indirect experiences and align business objectives and customer experience enhancement across multiple products and platforms
• Lead cross-functional teams to create storyboards, service blueprints, and research to identify pain points, opportunities for improvement, and champion innovation in products and features of moderate complexity
• Create service blueprints and document processes and touchpoints and incorporate inclusive design principles for seamless, personalized, and accessible experiences
• Create experience maps and service prototypes to illustrate customer journeys, with an iterative mindset for continuous refinement
• Collaborate with stakeholders and product partners to integrate customer-centric decision-making, inform prioritization, and develop experience-led metrics to align business goals
• Demonstrate the value of Service Design as a strategic partner to senior stakeholders
• Direct self and others in both planning and structuring the work, and executing on expected levels of quality

Required Qualifications, Capabilities, And Skills

• 5+ years of experience or equivalent expertise in service design, experience design, or a related field, focusing on end-to-end customer experiences
• Proven record in innovative service design projects, including journey mapping, service blueprinting, and storyboarding
• Demonstrated expertise in creating direct and indirect experiences for diverse users
• Experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts
• Relevant experience & transferrable skills: Degree in relevant design discipline (e.g., Service Design, Product Design, Interaction Design, HCI), certification from credible bootcamp or similar accelerated learning program, or equivalent work experience
• Preferred experience working in complex business domains or in enterprise environments working on large-scale transformation programs
• User Research: Ability to plan and conduct user research to identify and articulate key factors influencing service use and effectiveness
• User-Centered Design & Problem Solving: Expertise in selecting appropriate approaches to lead projects towards outcomes that are user-friendly, feasible to implement, and aligned with the business' strategic vision
• Proficiency in re-framing problems and a fascination for problem-solving
• Workshop Facilitation: Skilled in leading teams to design and deliver engaging workshops, and in supporting colleagues to effectively present and inspire stakeholders, and team members
• Communication: Proficient in crafting clear and engaging visual and written communications, ensuring clarity and conciseness to effectively convey ideas and recommendations
• Strategic Leadership & Implementation: A track record of forming well-grounded strategic recommendations. Experience in working with stakeholders to identify feasible changes, outline timeframes and resource needs, and plan future work phases
• Mechuring success: Experience in creating, monitoring, and tracking OKRs to assess the success of individual, team or stakeholder initiatives