Job Description

MANDATORY SKILLS
• 14+ years of experience in service design, systems thinking, or related disciplines, with a proven ability to lead cross-functional initiatives in agile environments.
• Strong understanding of service design methodologies, including experience with tools and techniques such as service blueprinting, ecosystem mapping, and journey


mapping to uncover pain points and opportunities for improvement.
• Proficiency in user research methods such as interviews, surveys, usability testing, and contextual inquiry. Expertise in both qualitative and quantitative approaches, with experience conducting research on complex, large-scale projects (e.g., longitudinal studies, diary studies, ethnographic research).
• Experience developing and maintaining service-specific design artifacts, including personas, journey maps, and service blueprints, to align teams and guide decision- making.
• Proficient in tools like Figma, Miro, and Lucid chart to create wireframes, mockups, and prototypes for testing and concept validation, with advanced skills in interactive prototyping.
• Proven ability to collaborate with UX designers, Product Owners, and technical teams to translate service design insights into actionable solutions and ensure seamless implementation.
• Excellent communication and facilitation skills, with the ability to clearly present service design findings, insights, and recommendations to stakeholders. Experience conducting co-creation workshops, stakeholder alignment sessions, and design reviews.
• Candidate MUST have an online portfolio showcasing service design artifacts, user research methodologies, and system-level problem-solving. The link must be included in the resume.


DESIRABLE SKILLS/EXPERIENCE:
• Create and deliver service-specific design artifacts to support project objectives, including service blueprints, ecosystem maps, visual designs, wireframes, and interactive prototypes.
• Collaborate with UX designers and developers to integrate service design insights into a cohesive design system, ensuring consistency and scalability across services.
• Experience working in agile and iterative environments, with a deep understanding of agile practices such as sprint planning, retrospectives, and backlog grooming.
• Proven ability to thrive in multidisciplinary teams, bringing together perspectives from design, research, product, and technology to improve end-to-end service delivery.


• Proficiency in service design and UX tools for collaboration and communication, such as Figma, Miro, Lucidchart, and Azure Boards.
• Familiarity with design thinking principles and methodologies, with demonstrated ability to lead or actively participate in design sprints, ideation workshops, and feedback sessions.
• Experience conducting accessibility evaluations and ensuring service designs meet or exceed accessibility standards (e.g., WCAG, ADA compliance), utilizing AI-assisted tools to automate accessibility audits and streamline compliance verification.


• Proficiency in analytics and data visualization tools, such as Google Analytics, Tableau, or Power BI, to track user behavior, gather actionable insights, and inform service design decisions.
• Ability to balance user-centered design with business goals, aligning service improvements with organizational objectives and technical feasibility.

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