Service Designer

The role and your responsibilities

• Join a high performing product squad and be responsible for the User across all stages of the operating model and organisational design of the new service, ultimately ensuring there is ‘no bias’in end user experience
• Conduct research across the various forms including review of reports, previous experiments undertaken by various experts in the sector—to come to a point of view around what we know, where there may be bias and where we still have questions
• Leverage IBM Subject Matter Experts knowledge and thought leadership to appreciate domain expertise.
• Apply your systems and process thinking and HCD skills
• Provide research results to product team
• At time, provide deliverables, reports, presentations, and/or videos to document and bring to life insights in an engaging and inspiring way
• Oversee the service design process to ensure the squad adheres to the research findings and help remove ‘bias’ in design
• Work within cross-capability teams of UI and Service Designers, Product Engineers, Product Managers and SMEs to create and manage a product’s lifecycle
• Participate in the IBM Design Chapter −Find novel ways to build a sustainable culture of design and design thinking at IBM

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Required Technical and Professional Expertise
Required Experience

• As a Service or Experience Designer, planning, conducting and mapping the current state of various platforms including the workflows, tasks, and the customer and employee needs -ideally in a start-up environment or other comparable exposure
• Be the custodian of the customer and employee experience ensuring that work stays anchored in the customer problem and customer success metrics are always embedded in solution design
• Gathering and evaluating user requirements, in collaboration with product managers and engineers to deliver intuitive and human-centred solutions
• Ability to design and conduct user testing and concept validation i.e. identify potential solution options for a stated user need and design experiments that help elicit the most viable solution for users
• Experience planning and conducting both quantitative and qualitative user research at all stages of product development
• Ability to frame key questions, create research plans to address those, conduct research, and synthesize the findings into meaningful, actionable insights for clients to help them understand how to achieve their business goals and objectives
• Articulate pain points, opportunities and uncover insights that can be mapped back to business value
• llustrate your ideas using storyboards, process flows, service blueprints, customer journey maps and sitemaps
• Demonstrate your own understanding of digital consumer behaviours/needs and emerging technologies to create an exceptional experience
• Design and facilitate workshops for brainstorming, ideation, synthesis and mapping
• Demonstrate both an understanding of digital consumer behaviours/needs and emerging technologies and a passion to stay abreast of this ever-changing landscape
• Conduct ongoing user research
• Passionate about creating value through great design and user experience

Preferred Technical and Professional Expertise
Familiar with

• Experience in managing communications with users and stakeholder
• Executional skills in Mural, Adobe Creative Suite, Sketch, InVision, Keynote, research survey tools, and other design software tools. This is a hands on role and proficiency in any of the above is expected
• Experience running remote research and workshops
• Mix of service design, customer experience design & user experience design
• Leverage an iterative, human-centred approach to conceive and deliver valuable new experiences for our clients and colleagues
• Contribute to all aspects of our process, from research and ideation to delivery with a focus on the customer and creatively approaching constraints