Customer Experience/Service Designer
Description
Who we are:
We are led by our deep belief that every company is an experience company today or will need to reinvent themselves to become one. At Rightpoint, we design experiences, processes, cultures, content, and technologies for companies to transform who they are, how they act, and how they position themselves in the world. A values-led, friendly organization, we’re grounded in innovation, focused on transformation and intellectual curiosity.
The Service Design team help clients identify strategies and capabilities for a different future state, while bringing together inputs from other disciplines across the firm (research, analytics, user experience, technology, change management) to help make that future a reality. We are often in central roles during this process.
The role:
As a Lead Service Designer, you are equally analytical and imaginative, with a passion for creativity and invention. You are comfortable with consulting frameworks and qualitative methods. You bring deep empathy and understand the connection between impactful and meaningful change and the future success for organizations. The ideal candidate for this role is someone who combines prior consulting experience with the experience or service design space.
What You’ll Be Doing and the Impact You’ll Make
- Apply strong consultative skills including: insight gathering, strategy development, visioning, planning delivered with excellent written and verbal communications with limited day to day oversight
- Develop strategies to address client challenges, risks, gaps and opportunities that span CX, EX or both
- Always be an advocate and have empathy for the people whose lives the product or service will affect, inclusive of all actors in the ecosystem
- Continuously iterate experiences and journey maps based on client feedback and refine solutions
- Help to define and measure success metrics and monitor progress (especially experience-centric measurements)
- Help to design materials for client workshops and sessions
- We often deliver our work in journey maps, service design blueprints and powerpoint presentations.
- We love to work in Miro to support the commonplace reality of remote work.
What We’d Love To See:
- 4+ years relevant consulting, agency, or startup experience
- Track record of delivering value and high-quality outcomes to the business and achieving results through insightful recommendations
- Fluency in and commitment to principles and practices related to creating customer and employee experience
- Experience with Design Thinking methodology(s)
- Ability to be a key member of complex projects in a fast-paced, supportive culture and environment
- Experience with transformation initiatives that involve process and technology implementation
- Cross-disciplinary team: Experience and confidence in highly collaborative engagements involving representation from a range of fields including: transformation, change management, process modeling, user experience, and others.
- Bachelor’s Degree
Nice to have:
- Advanced degree in relevant field