Service Designer

About the role

Golden 1 Credit Union is a member-owned, not-for-profit cooperative committed to empowering members and uplifting communities. They welcome all who embrace the core values of the organization.

Responsibilities

• Support the planning and execution of qualitative and quantitative research (e.g., interviews, surveys, journey mapping, service blueprints, personas)
• Leverage the Voice of the Member analysis to form solutions to member pain points
• Contribute to the development of actionable insights that inform experience improvements
• Leverage available data sources to support research findings and recommendations
• Partner with cross-functional teams (Digital, Operations, Marketing, IT, Product, CX) to understand business processes and member interactions
• Support coordination of service design activities across multiple teams
• Auxiliary in planning and facilitating design thinking sessions and journey mapping workshops
• Support documentation of workshop outputs, themes, and recommended actions
• Contribute to prioritization efforts by organizing insights and opportunity areas
• Contribute to the development of experience design concepts and recommendations
• Auxiliary in concept validation activities, including gathering feedback and documenting learnings
• Track and maintain documentation related to service design initiatives
• Prepare clear, concise summaries of research findings, journey maps, and insights
• Communicate findings to team members and stakeholders in a structured and accessible manner
• Maintain organized documentation and contribute to centralized research repositories

Qualifications and Preferences

• Bachelor’s Degree in Design, Service Design, Design Strategy, Industrial Design, Human-Computer Interaction or similar required
• 1+ years of experience in service design, user research, customer experience, or a related field (including internships or academic project work) required
• Exposure to service design, design thinking, or human-centered design methodologies
• Demonstrated ability to contribute to experience design projects
• Experience creating service blueprints, journey maps, storyboards, prototypes, and empathy maps to communicate ideas and designs
• Financial Services experience a plus