Senior Service Designer

Service Design Magazine; Toronto; On-site; CAD 80,000 - 110,000; Full time

Job summary

A leading design publication is seeking a passionate Service Designer to craft experiences that delight customers. The ideal candidate has over 8 years in service design, excels in customer research, and embodies strong project management skills. You will leverage your creativity to drive impactful initiatives while collaborating with diverse teams. This role provides a unique opportunity to influence customer journeys within a dynamic workplace environment.

Qualifications

• 8+ years applied in service and/or experience design.
• Mastery of experience design disciplines.
• Strong project management skills.

Responsibilities

• Conceive and present high-quality interactive experiences.
• Collaborate to develop workflows and interaction designs.
• Facilitate design thinking sessions.
• Partner cross-functionally to bring vision to fruition.

Skills

Service design experience

Customer research expertise

Facilitation skills

Project management

Job description

Overview

Autodesk is looking for a passionate, proactive Service Designer to intentionally design experiences that customers love – both through Customer Services and Success Motions.

As a hybrid / remote employee reporting to the Senior Manager of Experience Design, you will build Autodesk’s experience design tools and plans. You will create compelling artifacts (Journey maps, storyboards, concept experience design). You will utilize all of these tools, your creativity and your facilitation skills, to lead teams through experience and service design improvement methodologies. You will seek to prototype and co-design with customers via in-depth consultation and co-design sessions.

You will relish the opportunity to jump into a highly visible high-performing team and make real impacts. You’ll take on intriguing challenges in a dynamic, collaborative workplace full of smart, engaged people. If this sounds like your thing, read on!

Responsibilities

• Conceive, build, and present high-quality interactive experiences that engage team members and help bring value to customers
• Collaborate with teams to develop workflows, interaction design, assess and map capabilities and produce artifacts to lead organizational leaders toward experience improvement
• Create graphics and presentations paying equal attention to layout and functional integration
• Conceive and drive the development of concepts and prototypes that exhibit new interactions for multiple components of Autodesk’s services and success motions
• Work with organizational representatives to finalize designs based on concepts and prototyping techniques to gain early feedback from customers
• Facilitate design thinking sessions using discovery, analysis, and ideation techniques that explore a wide range of possibilities
• Partner with fellow designers to drive and promote design thinking principles and collaborate / iterate across functions to bring vision and strategy to fruition

Minimum Qualifications

• 8+ years applied in service and / or experience design
• Mastery of experience design disciplines: Expertise leading complex qualitative customer research projects, leading customer interviews, facilitating customer journey mapping workshops, and design thinking sessions
• Lead teams, establish and maintain trusting relationships, including with executive audiences
• Communicate clearly with storytelling techniques across mediums
• Strong project management skills: Demonstrate effective project management skills and the ability to maintain a strategic focus

The Ideal Candidate

• Work on critical strategic initiatives: Engage in projects that have a profound impact on the customer experience, ensuring that our services and products resonate with customers on a human level
• Translate customer experience data into action: Convert complex customer experience data into a concise, compelling call to action, informing decision-makers on how to enhance the overall customer journey
• Partner cross-functionally with a human-centered approach: Collaborate with teams across the organization to develop and execute culture change plans that actively involve employees and place the customer at the center of every business decision
• Identify emergent needs and drive thought leadership: Stay ahead of customer expectations by identifying emergent needs and championing innovative approaches that enhance the end-to-end customer experience