Service Designer II

Fearless Solutions; United States; Remote; USD 83,000 - 130,000; Full time

Job summary

Fearless Solutions is seeking a Service Designer II to enhance customer service experiences through innovative design. The role involves collaborating with cross-functional teams to develop user-centric solutions, ensuring effective service delivery and improved user satisfaction. This position offers the flexibility to work remotely or from Baltimore, MD, with a full-time commitment.

Benefits

Flexible Schedules

Family-Friendly Workplace

100% Medical Premium Coverage

401(k) Plan with Employer Contributions

Referral Bonus

Employee Assistance Program

Paid Time Off

Qualifications

• Experience with service design principles and user-centered design strategies.
• Ability to conduct research activities and communicate findings effectively.

Responsibilities

• Designs and conducts research activities to understand user needs.
• Maps service experiences and crafts user journey maps.

Skills

Service Design

Human-Centered Design

User Research

Agile

Tools

Figma

Adobe Products

Job description

Reasonable Accommodations

Fearless complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please email [e-mail] submit a formal request to Human Resources.

Compensation

Our Compensation System is designed to reward remarkable work, grow your impact and support the whole "you" over the course of your career.

We believe in paying people fairly, so we've established a compensation model aimed to ensure everyone at Fearless - regardless of race, ethnicity, gender, sexual orientation, disability, religion, age, nationality, or negotiation skills - is given equal pay for equal work.

Salary

• Minimum Salary: $83,347


• Salary Midpoint: $106,268


• Maximum Salary: $129,188


• Hiring Range: $110,000 - $114,000

Location

• Remote or in Baltimore, MD

Employment Type

Full-time

What you'll be doing

We're looking to change the world by building software with a soul, and we want your help.

The Service Designer II is responsible for contributing to the design of the end-to-end journey of a customer service by developing concepts, prototypes, and solutions based on evidence of needs and organizational outcomes. They bring service design skills and an ability to plan and organize resources to directly improve the human experience and usability performance at all touch points. They collaborate on cross-functional teams to set direction and embed best practices to ultimately achieve greater outcomes and experiences for our customers and their users.

We need your Service Designer skills! What other skills will help you succeed at Fearless? Glad you asked! We're excited about candidates who can accomplish the following:

Responsibilities and Contributions
Organizational and Leadership Role

• Independently executes and implements solutions with minimal direction from senior Designers or team leaders.


• Coaches and mentors others to develop their professional skills and improve the quality of their work.


• Strengthens Fearless' service design community and fosters positive collaboration across the company.

Functional Roles:
Collaboration & Communication

• Recommends tools and methods to the team and customer.


• Facilitates difficult discussions within the team, diverse senior stakeholders, and customers.


• Evaluates current strategies to ensure business requirements are being met and exceeded where possible, and communicates the findings to the team and customer.


• Articulates how services connect consumers and customers to business objectives.


• Collaborates, actively networks, and provides diverse feedback to the team at times when information can be fully absorbed.

Research & Analysis

• Designs and conducts research activities with customers and team members to drive a deep understanding of the people that use products and services.


• Identifies the needs of technical and business stakeholders and interprets them in a way that is clear for both audiences.


• Communicates research findings, conceptual ideas, detailed designs, and design rationale and goals both verbally and visually.

Design

• Maps the service experiences of users and defines how organizations need to change their delivery and services to be most effective.


• Crafts user journey maps, user personas, and service blueprints that identify pain points and address all dimensions of the customers', users' and business's needs in a given service.


• Contributes to the development and iteration of design concepts.


• Facilitates participatory and iterative design activities and co-creation workshops with stakeholders and team members.


• Designs solutions based on evidence that target both the user's experience and the organization's ability to implement and scale.


• Designs prototypes and solutions for all touch points throughout experiences across networks of users and interactions.


• Creates or collaborates on prototypes of various levels of fidelity to showcase user needs across omni-channel journeys.


• Designs, builds, and executes usability tests for service and product prototypes.

Essential Skills, Experience, or Competencies
Must-Have Skills

• Understanding of service design principles, design thinking, human-centered design, visual design, interaction design, content design, user research, and user-centered design strategies.


• Experience of three basic service movements: before, during, and after.


• Experience with figma, micro and adobe products


• Ability to absorb large amounts of potentially conflicting information and use it to produce simple designs.


• Ability to identify and communicate constraints and work within them.


• Experience differentiating user needs and the desires of users.


• Experience working in agile, including an awareness of agile tools and how to use them.


• Experience with a variety of prototyping tools and techniques.


• Experience conducting a variety of research activities with customers and/or using qualitative and quantitative tools for research.


• Ability to operate and manage work, strategically reason, build relationships, and influence others.

Highly Desired Skills and Experience

• Experience using service design skills such as systems design, business design, industrial design, graphic design, or interaction design.


• Experience concepting and iterating on interactive prototypes.


• Experience working with Government customers.

So, what's next?

Over the years, we've honed our interview process to help ensure that every team member we hire is the right fit for us and that we're the right fit for them. If we think you're a good fit, we'll get in touch and start scheduling your interviews! Depending on the role's/project's requirements, the interview process may include some differences. At the minimum

• Introductory Interview: This is where you and your recruiter will build rapport, explore your career and educational background, discuss salary expectations, role requirements, and set expectations for the interview process, specific to the position of interest.


• Technical Interview (Skills Fit): This is where we get into the nitty gritty of the project. During the Technical Interview, you'll be interviewed by the technical team to dig more into your background and technical capabilities.


• Business Interview:At this point, you've made it to the final frontier! The Business Interview is when you'll meet with Fearless leadership to dot the i's, cross the t's, and determine whether or not we'll be moving forward with the hiring process.

About Fearless Digital

Fearless Digital builds software with a soul. As a division inside Fearless, we're part of its digital services integrator model to unlock the power of organizations, people and tech. Our division designs, engineers, and delivers digital solutions to solve problems and drive impact. Using iterative development cycles, we minimize risk for our customers and efficiently deliver intuitive and responsive technology. In this way, we help set the stage for tech to work better for people. That'snot our only goal, though. We also strive to create a purple culture that makes our team members excited to come to work every day. We take a holistic approach to our people's well-being, and our culture and benefits are designed to support our people in working the way they like best. We encourage our people to pursue their passions, both in and out of the office. With flexible schedules, continuing education support, and a family-friendly work environment, we've created a culture that allows our team to thrive professionally and personally.

Fearless believes in equal opportunity employment. We won't discriminate against any employee or applicant on the basis of race, gender, nationality, age, religion, disability, military status, or sexual orientation. As a company and as individuals, we're committed to providing aninclusive and welcoming environment for our team, our family members, our clients, our subcontractors, and our vendors.

Fearless Digital Benefits

Benefits Eligibility:

• Full-time team members are eligible for benefits upon beginning employment at Fearless


• Part-time team members are only eligible for 8.75 days of safe & sick leave


• Interns and 1099 team members are not eligible for Fearless benefits

Our people make us who we are. We believe that every member of the Fearless team has something to share, and we value the unique viewpoint you'll bring to our community. But we value your community, too, so we offer fulfilling work that stays in balance with the rest of life. Because everyone has different needs, desires, and goals, our benefits offer the choices and flexibility that our team members need to live well and succeed. Here are a few highlights of our benefits package, for full-time team members, exclusively:

• Life-friendly schedules


• Family-friendly workplace


• We cover 100% of your premium for our medical HSA plan + the deductible portion of HSA contributions, 80% of your premium for our HMO or PPO plans, and offer competitive dependent coverage. We cover 100% of dental and vision premiums for you and your dependents and offer medical and dependent care FSA options. We also offer life insurance, short- and long-term disability coverage, and legal planning and support insurance.


• Tech, education / training, and wellness allowances


• Safe Harbor 401(k) plan with employer contributions (current match = 4%) and immediate vesting


• Referral bonus: Bring your friends! If someone you refer is hired, you'll get a bonus of $6-12k!


• Total Pet Plan


• Employee Assistance Program


• Up 12 weeks of FMLA paid at 100%


• PTO is provided to team members as a lump sum allowance, not an accrual. PTO is prorated based on your start date (see table below) on a quarterly basis (with tenure-based increases), 8.75 days of sick leave, 11 federal holidays, their birthday (8 hours), up to 15 days for jury duty, and up to 3 days (24 hours) of bereavement leave per eligible instance.

Start Date	PTO Allocation	Allocation Timing
Jan 1 - March 31	100%	January
April 1 - June 30	75%	April
July 1 - Sept 30	50%	July
Oct 1 - Dec 31	25%	October