HYBRID 2-3 days Per Week in San Diego, CA
NO C2C Candidates
Primary Responsibilities:
- Owns the scoping, planning (including partner identification, deliverables, and timeline), and delivery of service design projects In strong collaboration with our internal stakeholders across product, design, research, and operations
- Knows when to use service design tools and methodologies and actively teaches them to others
- Crafts visions of customer experience strategy through complex multi-dimensional, multistakeholder prototypes
- Autonomous multi-tasker with a track record managing multiple priorities, stakeholders and objectives at once
- Can clearly discern the needs of discrete stakeholders in complex networked service experience offerings
- Clearly articulates an end-to-end service and experience to teams across the organization to achieve broad understanding, buy-in and alignment
- Presents a vision of services that drives energy and passion
- Has a consistent track record to ambitious, full-journey service design work, self-directed
- Aligns with product/service/partners to ensure clarity of roadmaps, capabilities and dependencies
- Effectively negotiates priorities to keep service vision cohesive and delivery of value
- Role models making as thinking drives conversations with prototypes, frameworks and provocations
- Passionately advocates for experience and delivery excellence, E2E
Required Skills:
- Comfortable working primarily independently, but know when to check-in and ask for input, feedback, or support
- Customer obsesses, design thinking driven, user centric with passion for excellence
- Skilled at imagining the future and visualizing service concepts to generate excitement across the organization
- Comfortable in both broad and undefined spaces and working with varying levels of product maturity
- An agent for change, highly proficient with experimentation and launch of major features
- Effective at communication and presentation with expertise conveying ideas and concepts through storyboarding, wireframing, and prototyping
- Strong collaborator with experience using Mural, Figjam, and other collaboration tools to facilitate co-creating the service blueprint with cross functional teams
Qualifications:
- 5+ years professional experience with proven success designing and launching services focusing on people, process and technology that have been implemented in the real world
- Relevant bachelors' degree from a 4-year college or university, or equivalent experience