Service Design Lead

Farmers Insurance Careers

9d•Remote

About The Position

As a Service Design Lead, you’ll be the connector between the people who do the work and the teams who build the tools. By partnering directly with employees, you’ll uncover how our systems and applications function in the real world—what helps, what slows things down, and what users truly need. You’ll translate those insights into clear service blueprints, requirements, and journeys that empower the UI/UX team to design intuitive, high-impact experiences. This role works across the organization to improve customer experiences across lines of business by defining and designing solutions, developing new ideas and bringing new products and services to market.

Requirements

Minimum 5 years experience in service, business, and/or experience design required.
Strong interpersonal skills to facilitate workshops and communicate technical concepts to non-technical stakeholders and vice-versa.

Nice To Haves

Experience in core service design methods and processes such as architypes, mindsets, jobs to be done, journey maps, service blueprints, concept prioritization frameworks, etc, preferred.

Responsibilities

Conducts user interviews, surveys, and usability testing to understand needs, pain points, and behaviors.
Collaborates with colleagues across lines of business to identify and define service design opportunities to meet customer and business goals.
Partners with applicable departments to design research studies to build customer empathy and engagement.
Champions human centered design methodologies that help the organization understand end-users’ needs, pain points, behaviors and emotions.
Promotes new ways of working that shape the process and outcomes of projects across the organization.
Conducts comparative and evaluative research into industry trends and best practices to support and validate service design and development.
Analyzes service metrics data to drive and support design solutions.
Synthesizes and deduces research into strategic and tactical experience recommendations overseeing it from concept to implementation.
Develops and implements plans to execute and is accountable for results and impact.
Leads collaborative design workshops with cross-functional teams.
Creates design concepts and prototypes and designs test plans for validation.
Follows concepts from inception to validation to ensure process and projects meet all expectations set forth.
Designs and tests service concepts and prototypes, analyzes and communicates research insights and findings.
Conducts functional analysis and design, working with developers and analysts to recommend solutions and resolve service issues.
Promotes and influences service design efforts, mindset, and methods through presentation and communication to the organization

Benefits

Farmers offers a competitive salary commensurate with experience, qualifications and location.
Bonus Opportunity (based on Company and Individual Performance)
401(k)
Medical
Dental
Vision
Health Savings and Flexible Spending Accounts
Life Insurance
Paid Time Off
Paid Parental Leave
Tuition Assistance