Senior Service Designer

Equinix • Toronto, ON

10d • $136,000 - $204,000

About The Position

In this role, you will be a part of growing Global Service Design team within Equinix to co-create the experience of transformation for our customer journey stages (customer support experience) being a part of DIO (Digital Innovation Office) in Equinix. In this role you will be responsible for implementing enterprise design thinking principles and service design methodologies to improve the customer experience across all touchpoints. You will work closely with cross-functional teams to understand customer needs, identify pain points, and develop solutions that drive business growth and customer satisfaction. You will work in a squad model with UX Researcher and UX Designer along with the support and leadership of Senior Service Design Manager and alignment with Service Designers managing the other parts of Equinix customer journey across 4 different regions. You will have the opportunity to develop your skills in service design methodology in practice, working close to business strategies and KPI’s, simultaneously being hands on discovery strategy, designing frameworks, and AI-first solutions. Your aim will be to share the facilitation skills in communication and north-star envisioning with stakeholders across the organization.

Requirements

• 6+ years of professional Service Design
• Proven experience in designing services or working in service-based companies
• At minimum Bachelor's degree required / certification in Service Design or Business/ Experience Design/ Product Design/Management
• Master’s degree in Service Design, HCI, Interaction Design or related field of study is highly preferred
• Strong knowledge of service design principles and methodologies, including customer journey mapping, service blueprinting, and service prototyping
• Proven track record of leading successful service design initiatives that drive business growth and customer satisfaction
• Experimental mindset - How might we hire AI to solve our customers jobs to be done?
• 5+ years of product design work for enterprise software products and services
• 5+ years of experience in facilitation, workshop/trainings delivery
• 5+ years of experience using Figma, Sketch, Miro, Mural and InVision or similar (low or medium level needed)
• 5+ years of using Miro and/or Mural on professional level
• 3+ years of experience using Figma, Sketch or similar (low or medium level needed)

Nice To Haves

• Experience working in a global or cross-functional environment is a plus

Responsibilities

• Working with a specific product team connected with Employee Experience team stakeholders across Equinix
• Interacts with stakeholders to determine requirements and set expectations of UX Research, UX Design and Service design deliverables based on scope, level of efforts, timing to create prototypes, wireframes and other design solutions
• Strong collaboration skills with ability to promote communication and teamwork to play a proactive role to explore, ideate, validate, and socialize solutions
• Applies critical thinking to a variety of sophisticated user problems, considering user needs, business objectives
• Lead the North-Star vision work for the given customer journey stage along with experience strategy
• Develops a range of Service Design deliverables, including customer journey maps, blueprint maps, desk research reports, documentation using industry-standard tools
• Leverages Design Thinking and Service Design methodologies to build shared understanding and buy-in on user “jobs to be done” and the downstream UX investment to support those “jobs”
• Able to support UX Research team with discovery and research strategy, supporting to conduct user research, including ethnographic studies, service safari’s, usability testing, and other qualitative and quantitative research methods, to inform design decisions
• Shows high facilitation skills, develop and deliver training programs to increase awareness and adoption of service design methodologies across the organization
• Co-Leads the development and implementation of service design strategies that drive innovation and improve the customer experience
• Works with cross-functional teams to identify and prioritize customer needs and pain points
• Defines and measure key performance indicators (KPIs) to assess the impact of service design initiatives on business outcomes
• Being an ambassador of sharing the up-to-date knowledge about industry trends and best practices in service design, customer experience, and design thinking to support service design interconnections within different teams
• Strong presentation skills to deliver solutions in the well-prepared speech
• Being able to identify, envision the role of AI in customer journey solutions and services

Benefits

• Employee Assistance Program
• health, life, disability and voluntary plans
• retirement plan
• Paid Time Off (PTO) and Paid Holidays
• healthcare coverage that is designed to complement the provincial healthcare system
• life, disability and optional benefit plans
• Defined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP) and Tax-Free Savings Plan (TSFA)
• vacation and personal time

What This Job Offers

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