Service Designer (UX/UI)

American Red Cross

95d • $100,000 - $120,000

About The Position

The American Red Cross is hiring a Service Designer with strong UX/UI skills to join the Humanitarian Services Digital Product Management team. This team focuses on creating human-centered digital experiences that support mission delivery. As a Service Designer, you’ll use design thinking and collaborate across functions to identify problems and opportunities in digital workflows and business processes. You’ll co-create solutions that enhance user experience, product adoption, and mission success. Our digital products aid in disaster response by delivering financial assistance, providing situational awareness for logistics, and supporting volunteer onboarding and assignments. This role specifically supports disaster client care products, including RC Care, a case management and financial assistance system for disaster relief, and the Shelter Client Information App, a mobile tool for client registration and shelter services. The work location for this position is 100% virtual/work from home, with preferred work hours on an East Coast schedule.

Requirements

• Bachelor's degree in related field required or equivalent experience.
• Minimum 7 years of related experience or equivalent combination of education and related experience required.
• At least 2 years of experience in service and/or product design, design strategy, human-centered design.
• At least 2 years of experience with design thinking tools and methods.
• Experience with designing for the Salesforce platform, including Service and Experience Cloud.
• Proficiency with techniques related to agile development projects, design sprints, and service design.
• Ability to apply knowledge of systems life cycle, systems integration and data management principles.
• Clear and effective writing and documenting skills.
• Ability to work on a team.
• Proficiency with business assessment/modeling and requirements tools (e.g., Mural, Miro, LucidChart, Figma, Jira, Confluence).

Responsibilities

• Collaborating with technology, product, and business teams to uncover customer and business needs and translating them into intuitive and engaging digital experience designs.
• Learn and understand business processes and how new applications or current system enhancements can best ensure the success of business users.
• Investigate complex operations-related problems/inquiries and recommend, facilitate and coordinate solutions.
• Evaluate new IT developments, applications and evolving business/systems requirements.
• Document, analyze, and clarify business requirements and translate into technology artifacts.
• Define new and enhanced business processes.
• Facilitating discovery sprints and workshops to support early-stage product definition.
• Creating effective visual storytelling artifacts of business and technology concepts.
• Partner with clients to develop a strategic plan to implement their technology vision.
• Audit existing and blueprint new digital experiences, identifying opportunities and solutions for improvement.
• Creating process and user flows, journey maps and interaction models, and service blueprints.
• Facilitating collaboration and communication between technology and business stakeholders.
• Adapting industry best practices and creating new service design and business analysis tools.

Benefits

• Medical, Dental Vision plans
• Health Spending Accounts & Flexible Spending Accounts
• PTO: Starting at 19 days a year; based on type of job and tenure
• Holidays: 11 paid holidays comprised of six core holidays and five floating holidays
• 401K with up to 6% match
• Paid Family Leave
• Employee Assistance
• Disability and Insurance: Short + Long Term
• Service Awards and recognition

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees