Service Designer

About the Role

In this role, you will work closely with cross-functional teams within and outside of our organization to identify areas for improvement and develop strategies to enhance the overall service experience. To be successful in this role, you’ll have a passion for customer service, experience managing multiple complex projects concurrently, and thrive in a fast-paced environment. You’ll balance strategic thinking with hands-on execution to effectively navigate ambiguous problem spaces and build solutions that meet the needs of our customers. You will leverage your strong understanding of industry trends and best practices in service design, as well as excellent communication, storytelling, and overall design skillsets.

What You bring to the Team

• Strong advocacy for the user experience and support in the planning and facilitation of design thinking sessions aimed at improving and/or designing new services and products
• Deep experience designing end-to-end service blueprints, journey maps, and customer experience maps to visualize the user experience and how technology, data, and business processes need to align in the delivery of seamless and holistic services
• Ability to translate requirements, user stories and business processes into optimized flows across all relevant platforms and products
• Experience in the development and use of Design Systems and standard library of reusable assets across various applications and products
• Strong partnership experience with the ability to work closely with cross-functional teams, including designers, engineers, product managers, and stakeholders to ensure alignment and effective communication
• Experience conducting usability testing and gather user feedback to refine strategies and drive continuously improve the overall user experience
• Ability to tap into emerging trends and other best practices to help the organization to consider emerging solutions and technology opportunities, particularly through generative Artificial Intelligence (AI) assistants and agents

Required Qualifications and Skills

The ideal candidate will be highly motivated, dependable, and detail-oriented, with a strong drive to work quickly and effectively within high-performing, cross-functional teams. At OneMain, we thrive in a fast-paced, collaborative environment, with distributed teams across the USA. We are committed to the iterative process of discovering and delivering exceptional customer experiences. We are seeking the following:

• 5+ years of experience in service design, customer service, operations, or a related field.
• Proven track record of successfully leading complex programs and delivering results.
• Understanding of industry trends and best practices in service design.
• A bachelor’s degree in Product Design, Interaction Design, Fine Arts, or a related field or an equivalent combination of education and work experience.
• Appreciation for all forms of design and how they collaborate—interaction, visual, content, motion, and research.
• Expert proficiency with Figma, Miro, usertesting.com, Dovetail and other relevant domain software consistent with industry standards.
• Strong portfolio showcasing a range of projects demonstrating your design process, critical thinking, and problem-solving skills.
• Strong systems thinker with experience defining patterns, style guides, performing user testing, and building low and high-fidelity prototypes.
• Solid understanding of software development and how to collaborate with developers.
• Self-starter with exceptional time management and organizational skills with laser-sharp attention to detail and accuracy. Proven track record of working collaboratively with cross-functional teams and stakeholders at all levels of the organization.
• Analytical and problem-solving skills.
• Leadership skills with experience influencing and collaborating effectively across all levels of the organization.
• Communication and facilitation skills, with experience engaging stakeholders and lead complex discussions with clarity and confidence.

Preferred Qualifications

• Possess a broad and comprehensive understanding of different systems, theories, and practices of design leadership.
• Identified and set platform strategies, envisioned complex user interactions, and inspired teams to push the boundaries of what’s possible.
• Can communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization.
• Preferred experience working in a financial services industry, especially consumer lending.