Service Design Senior Associate

Join our dynamic team to redefine service design and shape the future of employee and customer experiences.

As a Service Design Senior Associate in Small Business, you play a pivotal role in developing end-to-end customer and employee experiences by leveraging advanced service design principles. You will identify gaps, solve complex problems, and make informed recommendations to enhance experiences, contributing to the continuous improvement of our products and services.

Job responsibilities

• Design and implement end-to-end service experiences and draft service blueprints to enhance direct and indirect experiences for product features of moderate complexity
• Collaborate with cross-functional teams to identify user needs, preferences, and expectations and ensure the development of inclusive and accessible products and services
• Draft journey maps and service blueprints to visualize and optimize service processes, touchpoints, and interactions and identify areas for improvement and innovation
• Participate in workshops to gather information from customers to understand where improvements can be made along the customer journey
• Assist in the creation of experience maps and service prototypes that illustrate customer journeys
• Operate with an iterative design mindset as you incorporate user feedback and insights to continuously improve the overall customer journey experiences of our offerings
• Drive discovery activities to uncover users needs, pain points, and opportunities

Required qualifications, capabilities, and skills

• Three years of experience or equivalent expertise in service design, with a focus on end-to-end customer and employee experiences in the financial services industry
• Proven ability drafting service blueprints, journey mapping, and creating compelling storyboards that address direct and indirect experiences for a diverse customer base
• Demonstrated experience in inclusive design, accessibility guidelines, and assistive technology, ensuring products and services cater to all users needs
• Proficient knowledge of user experience design principles and the ability to apply them to projects of moderate scope, spanning across multiple products or disciplines
• Prior experience in performing iterative design, storyboarding, and information architecture, with a track record of delivering innovative and customer-centric solutions
• Ability to translate complex research data into actionable recommendations and design strategies
• Ability to proactively manage tasks, stay organized, and maintain progress with limited guidance, demonstrating initiative and reliability

Preferred qualifications, capabilities, and skills

• Excellent communication and stakeholder management skills, with the ability to present complex concepts to both technical and non-technical audiences
• Experience working with CRM systems, data tagging, and client segmentation, preferably within financial services or a related industry
• Understanding of compliance, risk management, and internal controls in financial services, with the ability to design solutions that adhere to regulatory requirements and organizational policies
• Knowledgeable with information architecture, taxonomy, and systems design