Senior Service Designer and Discovery Researcher

Autodesk; California (MO); Hybrid; USD 102,000 - 176,000; Full time

Job summary

A leading company in software development is seeking a Senior Service Designer and Discovery Researcher to enhance customer experiences throughout their journey. The ideal candidate will have significant experience in service design, employing innovative research methods and leading projects with a collaborative mindset. Join Autodesk and leverage your expertise in an environment that values creativity and growth.

Benefits

Comprehensive health benefits

Annual bonuses

Stock grants

Professional development opportunities

Qualifications

• 7+ years of experience in service design and quantitative/qualitative research methods.
• Proven adoption of AI tools in research and design processes.
• Experience delivering multiple digital products end-to-end.

Responsibilities

• Proactively plan and execute discovery research throughout the design lifecycle.
• Map persona-based journeys to identify key touchpoints in customer experience.
• Lead efforts in AI-assisted research and utilize generative AI tools.

Skills

Service design

Data analysis

Collaboration

User-centric empathy

Education

Degree in Product Design or Human Computer Interaction (HCI)

Job description

Senior Service Designer and Discovery Researcher

Join to apply for the Senior Service Designer and Discovery Researcher role at Autodesk

Senior Service Designer and Discovery Researcher

Join to apply for the Senior Service Designer and Discovery Researcher role at Autodesk

Position Overview

We are looking for a Senior Service Designer and Discovery Researcher, reporting to the Manager Service Design and Discovery research within the Growth Experience and Technology (GET) organization. Our team ensures delivery of a seamless experience across the full customer life cycle, End-to-End as well as Front-to-Back.

Job Requisition ID #

25WD89447

Position Overview

We are looking for a Senior Service Designer and Discovery Researcher, reporting to the Manager Service Design and Discovery research within the Growth Experience and Technology (GET) organization. Our team ensures delivery of a seamless experience across the full customer life cycle, End-to-End as well as Front-to-Back.

We are using Journey Management as a modern way of collaboration to deliver experiences for our customers, partners, and employees to drive the throughline, from You will be focusing on discovery and journey work for next-generation experiences. By combining generative research methods with a journey-centric view, you will deliver insight reports that help determine the direction and roadmap for strategic projects.

Throughout your work, you will lead rapid change by running experiments, gathering feedback, and iterating collaboratively. In this visible role, you'll interact with senior leadership, internal and external teams.

The position is for a hybrid workplace model in Atlanta.

Responsibilities

Discovery Research

• Proactively planning and executing discovery research throughout the design and development lifecycle, from early strategic direction through post-release validation.
• Integrating and synthesizing complex data from diverse sources.
• Employing a wide range of research methods, including primary and secondary research methodologies
• Analyzing insights for business impact, with a lens of both customer outcomes and business impact
• Communicating and presenting research findings and insights in a clear and compelling way to a variety of audiences, including executive audiences.
• Collaborating in our Journey Management platform to connect insights with user journeys and resulting recommendations, drive strategic decision making and prioritization based on insights.
• Facilitating empathy and synthesis workshops with project teams and stakeholders to ensure that findings and insights are translated into actionable product improvements.
• Lead efforts in AI-assisted research, leveraging generative AI tools at every step of the research and Journey Management process and identifying when to use them and with a continuous improvement and deep curiosity mindset
• Partnering with other researchers on our team and with the broader research community at Autodesk to share and evangelize research findings, collaborate on projects to understand our customers’ end-to-end journey, and to promote research as a strategic driver for our products and services.
• Acting beyond just a practitioner of research, and taking responsibility to be an activator of research: making sure research insights turn into industry-leading products and services
• Supporting an outcome-oriented model measuring the effectiveness of research against business impact
  
  

Service Design

• Mapping persona-based journeys with a holistic view of the experience by identifying important touchpoints and moments that matter, how those touchpoints are connected, and how people experience Autodesk
• Collaborating with leaders: develop a network of collaborators across departments and seniority levels
• Co-creating facilitate collaborative workshops with partners throughout the company
• Producing artifacts such as journey maps, service design blueprints, service prototypes, integrating business process mapping where appropriate
• Platform, process, governance: Co-develop a journey management framework, help implement it
• Education and enablement: Develop and deliver Journey Management training and coaching, including the development of training presentations, self-service guides and videos, scheduled cadences, and events
• Partner with CX, research teams, analytics, and other cross-functional teams to refine and monitor experience metrics and VOC
  
  

Minimum Qualifications

• 7+ years of demonstrated experience in service design and research methods (quant and qual)
• Several years of experience in leveraging data science to substantiate decisions, as well as making design recommendations for next-generation personalized experiences
• Proven adoption of AI tools into the research and design process
• Team player with user-centric empathy
• Experience delivering multiple digital products from start to finish, delivering e-commerce solutions at enterprise scale
• Able to break down complex concepts and communicate them across different audiences
• Experience working in collaborative engagement models that involve representation from a range of fields
• Facilitation skills, co-creation methods, ethnographic research, and prototyping
• Practical experience with scaling journey management
• Ability to inform business strategy using design methods
  
  

Preferred Qualifications

• Degree in related field such as Product Design, Human Computer Interaction (HCI), etc.
  
  

Learn More

About Autodesk

Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

We take great pride in our culture here at Autodesk – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.

When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us!

Benefits

From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/

Salary transparency

Salary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $102,000 and $176,000. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, we also have a significant emphasis on annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

Equal Employment Opportunity

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

Diversity & Belonging

We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

Are you an existing contractor or consultant with Autodesk?

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Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Design, Art/Creative, and Information Technology

• Industries

  Software Development, Design Services, and IT Services and IT Consulting

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