Lead Service Designer
Description
What You’ll Do and the Impact You’ll Make
We are looking for a talented Service Designer to join our team and help us create the future of experience design and interaction for some of the world’s largest brands.
As the Lead Service Designer, you will be responsible for driving the service design strategy, collaborating closely with cross-functional teams to deliver intuitive and impactful service solutions. You will be responsible for applying service design methodologies to improve customer and employee experiences. Your role will involve leading and mentoring a team of designers and researchers conducting design workshops, stakeholder interviews, user research, and implementing design best practices to ensure exceptional product and service experiences.
Responsibilities
- Applying Design Thinking and other service design and ideation methodologies and techniques to create best in class, usable and inclusive designs for products, services and features to improve customer and employee experiences.
- Collaborate with stakeholders to align service design initiatives with business goals and user needs.
- Facilitate design workshops that align stakeholders and gather actionable insights for prioritizing the client’s service experience objectives.
- Collaborate closely with product managers, engineers, marketers, and other stakeholders to integrate design considerations into product and service development processes.
- Develop and implement a comprehensive service design strategy with a focus on UX, encompassing research, design, and implementation phases.
- Conduct stakeholder interviews, user research, including interviews, surveys, and usability testing, to gather insights and validate design decisions.
- Translate user insights and business requirements into compelling service design solutions, considering both digital and physical touchpoints.
- Express research findings in the form of service design blueprints, journey maps, storyboards, and prioritized service and product features.
- Leverage insights from research to help prioritize business outcomes.
- Lead the creation of user personas, journey maps, and service blueprints to visualize and communicate user needs and pain points.
- Develop wireframes, prototypes, and interactive mock-ups to demonstrate UX design concepts and solicit feedback from stakeholders and users.
- Iterate on design solutions based on user feedback, usability testing results, and iterative design principles.
- Communicate design rationale and recommendations effectively to stakeholders at all levels, advocating for user-centred design principles.
- Monitor key performance indicators (KPIs) and user feedback to evaluate the effectiveness of experience design solutions and identify opportunities for improvement.
- Drive initiatives to optimize and enhance experience design processes, tools, and methodologies, promoting a culture of continuous improvement.
- Stay abreast of industry trends, emerging technologies, and best practices in experience and service design, incorporating relevant insights into the design approach.
Must Haves:
- Bachelor’s or master’s degree in design, UX/UI Design, or related field.
- 10+ years of experience in UX design, with a strong portfolio demonstrating expertise in user research, interaction design, and usability testing.
- Experience within the Financial Services industry a plus
- Proven experience in leading UX design initiatives and managing a team of designers in a dynamic cross-functional environment.
- Proficiency in design and collaboration tools such as Figma, FigJam, Miro, Lucidchart, Adobe XD, , or similar tools.
- Strong understanding of service design, user-centred design principles, usability heuristics, and design thinking methodologies
- Excellent communication, collaboration, and presentation skills, with the ability to articulate design concepts and recommendations to diverse audiences.
EEO Statement:
Rightpoint, a Genpact Company, is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. We are committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.