Lead Service Designer

PPL Corporation • Louisville, KY

5d • Hybrid

About The Position

The service design team at PPL is seeking a strategic design lead to work closely with the service design and product teams to unite our internal and external products and services into continuous, thoughtful, and focused customer journeys. This person is a strategic partner to the Service Design Manager and Content Design Lead and will initially work together to build out the Service Design practice. They’ll ultimately support service design for our customer and employee experiences across our multiple operating companies. We are a 100+ year old energy company entering phase 3 of a tiered digital transformation. We are user-centric, customer-driven and employee-focused. We strive to build seamless experiences for our millions of customers and thousands of employees across our 3 operating states. We value safety, trust and work-life balance. We fail fast and believe that getting it wrong is often a first step towards getting it right. We are looking for a like-minded individual to help us continue to develop our internal, 20+ person design team.

Requirements

• Advanced Degree in Design, Design Management, Business, or related field and 5 years of direct work experience in a relevant role; or bachelor’s degree in design-related field and 7+ years of direct work experience.
• Experience creating user journeys, service design blueprints, user flows and other various tools to communicate service design.
• Able to clearly articulate abstract and / or complex ideas and concepts.
• Comfortable working in new and unknown problem spaces and pushing past initial ideas to discover new areas of interest.
• Experience with project and stakeholder management.
• Ability to set realistic benchmarks and goals and manage the work it takes to achieve them.

Nice To Haves

• May be assigned an Electric Utilities emergency and storm role. This is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service. This role may necessitate the need to work after-hours, outside of your normal schedule.

Responsibilities

• Understand problem spaces and the service opportunities within them and develop strategies to own the work of the service design team and drive innovation with thought and purpose.
• Initiate, design and iterate on service design artifacts and related deliverables.
• the research team in their development of research plans to uncover new opportunities to continually enhance and optimize concepts and services.
• Seek out opportunities to continually satisfy and delight the people who depend on our customer and employee-focused tools.
• Work with the service design team to be the glue connecting the front stage and backstage of our employee and customer services.
• Help to inspire, motivate, and guide the members of the design and product organizations.
• Mentor emerging design talent in understanding the right balance between business, design and end-user needs.
• Care deeply about fostering an environment where people of all backgrounds and experiences can flourish.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior