- March 10, 2022
- Design, San Francisco Bay Area, CA
3446 Service Design Lead
Duties:
The Company is about hospitality and helping people to Belong Anywhere and the Community Support team supports this mission with a vision to ‘build the world’s most loyal travel community through exceptional service’.
The Service Design Lead applies methodologies that link people, process, and product interactions over time to create a holistic and exceptional service experience for the Company’s community.
They lead projects for the CS Service Design team within the Company’s Community Support.
Requirements
Plans and leads service design activities to support strategic transformation initiatives as well as iterative improvements.
Leverages design thinking to understand customer needs and evolve the customer experience.
Develops in-depth understanding of customer experience using quantitative and qualitative insights. Designs exceptional service moments.
Plans and leads co-creation workshops with internal stakeholders to identify opportunities and design new service experiences.
Sets example for the service design approach used across CS by service managers and other key partners including BPI, CSP, and delivery teams.
Partners with a variety of teams to concept, blueprint, and implement compelling service experiences that are cohesive, inclusive, and impactful.
Communicate vision and concepts clearly and persuasively for a variety of audiences including executive-level.
Build and maintain custom documentation libraries to facilitate cross-functional consensus for service improvements.
Connect and collaborate with the broader Company Design community of practice.
Skills:
5+ years in Service Design within design agency or an in-house Design or CX team.
Experience design, interaction design, or product design experience are a plus.
Proven track record of building differentiation, loyalty, and long-term business value by meeting users’ needs and exceeding their expectations.
Proficient at capturing interactions and surfacing experience opportunities using a user journey map. Able to focus efforts by choosing the most impactful moments to design.
Able to plan projects at various scales, delivering exceptional design quality on time.
Broad and comprehensive understanding of design practices across product, brand, and service.
Able to proactively bring together groups of individuals to solve a problem and enable others to understand and execute the resulting vision with a service blueprint.
Able to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization.
Able to manage stakeholders and set priorities.
PLEASE NOTE: Our client has mandated COVID-19 vaccination for their workforce, all external personnel providing services to our client are required to comply with this requirement.