Service Designer

Your Role and Responsibilities
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Service designers work to create end-to-end enterprise experiences for prospects, customers, business partners, and employees that span face-to-face and digital interactions. They use human-centered approaches to shape and define the value exchange between a service provider and the user across touch points, time, and channels. Their core skills include: Generating insights through research with users, staff and stakeholders to shape a holistic view of the total user experience; Analyzing, consolidating, and communicating research findings to stakeholders in order to strategically frame, validate and quantify the problem being solved and help inform the wider strategic roadmap of initiatives; Defining key UX and organizational measurements used to track and prove the initiative delivers positive outcomes for both users and the business; Designing concept journeys, blueprints, and roadmaps that communicate how the total user experience can be elevated beyond the immediate product or service; Facilitating the collective understanding of the end-to-end, front-to-back experience by mapping the orchestration of events at the intersection of technology, business and design; Shaping how behind-the-scenes processes and support functions interact with each other and how these impact the design process; and Embedding design practices within organizations to create a sustainable approach to service the needs of the user.

Required Technical and Professional Expertise
The role is focussed on designing exceptional experiences for clients to deliver their products and services to market or to enhance their operations. Excellent business process and design thinking skills required.

Preferred Technical and Professional Expertise

• Proven pedigree in consulting services in delivery and supporting business development activities
• Strong leadership skills
• Focus on strategic thinking
• Excellent analytical and reasoning skills
• Strong written and verbal communication skills
• Motivated by success and working in a team of fellow high performers
• Ability to collaborate with teams within IBM and partners externally
• Strong demonstrable network, including board level relationships
• Creative problem solver and open to change
• Ability to work in complex, matrix managed organizational environments